Mortgage Center Phone System

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.

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.
Reviewed scenarios where callers should self-serve versus speak with a person.
Prepared a clearer upgrade path that could be implemented within the phone-system constraints.

Solution

A more intentional phone journey that gave callers clearer choices, improved the self-service path, and supported better routing to the right team when human help was needed.

Impact

The redesign created a stronger service blueprint for the upgrade and gave stakeholders a shared model for how the phone experience should support both users and internal teams.

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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