Mortgage Center Phone System Redesign

Overview

I redesigned the user journey for a phone-system self-service upgrade at Mortgage Center, focusing on the moments where callers needed clear routing, plain-language prompts, and fewer dead ends.

Problem

Phone systems can quietly become one of the most important user interfaces a company has. If the menu structure is unclear, users spend more time waiting, staff receive misrouted calls, and simple self-service tasks turn into support burden.

Impact

The new call structure reduced pressure on call-center representatives by moving appropriate tasks into self-service and sending callers to the right team sooner. It also gave stakeholders a clearer service blueprint for how the phone experience should support both customer needs and internal operations.

Constraints

The work had to balance member clarity, operational needs, available phone-system capabilities, and stakeholder requirements from teams that depended on accurate routing.

Process

• Mapped the caller journey from initial intent through menu selection, routing, self-service, and escalation.
• Identified where language, sequencing, or routing created confusion.
• Restructured the flow around common user intents instead of internal department logic.
• Designed account verification, payment-status, and new-application routing paths around the caller's context.
• Prepared a clearer upgrade path that could be implemented within the phone-system constraints and call-center staffing model.

Solution

The redesigned structure made phone self-service easier for members while routing higher-touch calls more intentionally. Caller phone numbers were matched against account records, then routed through either an account verification flow or a new-application flow.

Members with existing accounts followed status-aware paths: late-payment callers were directed to the Member Services team, while current members were routed toward self-service options for payments, balances, and related account tasks. New callers seeking an account entered a phone-based application flow that captured initial information and connected them with an available team member to complete the application.

Reflection

The next improvement would be pairing the call-flow redesign with call analytics: drop-off points, repeated transfers, self-service completion rates, and support volume by intent.

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