CSFB Mortgage Lending

Mortgage Lending Services
Senior Information Architect (2 mo.)

The primary focus of this project was to assess client needs and define the Scope of Work for the strategic redesign of existing B2B client-serving residential mortgage lending websites. CSFB needed to develop strong brand identity, migrate three business lines to a common, integrated portal platform and roll out their web-based service as a private label that provides a “re-brand-able” business front-end for strategic partners.

We analyzed CSFB's needs, identified gaps and "points of pain", proposed viable solutions and examined the competitive landscape. Our Scope of Work document laid out a project plan for:

Site Integration & reconciliation
improvements to Functionality
in-depth Competitive Analysis
Customer Profile
Cross-marketing with other CSFB Services
Packaging the service as a Private Label
Customer Support (Online/Embedded)
Sales Support and Deal Desk
“Back End” infrastructure
integration of Business lines

Skills & Techniques : Needs analysis, Project Scope and signoff on Staged Development Proposal, "customer self-service" & "publishing" site, design of example landing page

The biggest challenges: Improve usability, add functionality, competitive analysis, customer support