Credidesk APP

Designing a Seamless Mortgage Application Experience

Credidesk APP

Designing a Seamless Mortgage Application Experience

Credidesk APP

Designing a Seamless Mortgage Application Experience

Role

Product Designer

Timeline

2 weeks

Year

2025

CrediDesk is a CRM and automation platform for credit intermediaries. Focused on B2B, it streamlines lead management, documentation, and proposal comparison for financial partners. To expand its ecosystem, CrediDesk developed a white-label B2C mobile app — bringing the same efficiency to end users, while giving partners a scalable, brand-adaptable solution for the mortgage journey.

The Challenge

The mortgage application process is often overwhelming, bureaucratic, and lacking transparency.

Requesting a mortgage remains one of the most complex and emotionally charged financial decisions — yet users still encounter friction, confusion, and inconsistency throughout the process. This white-label mobile app was designed to help users navigate the home loan journey with greater clarity and confidence, while providing partners with a scalable solution adaptable to different business models, markets, and branding requirements.

Discover

Business Goals

Launch a white-label product that partners can easily rebrand and adapt to their audience and operational model.

Reduce manual workload for partner teams, especially around document collection, eligibility screening, and status tracking.

Improve conversion rates by increasing user clarity and engagement throughout the loan process.

Enable product scalability, allowing expansion to new markets and financial products beyond mortgages (e.g. auto loans, personal credit).

Position Credidesk as an innovative leader in digital lending, with an emphasis on usability and automation.

These objectives guided the development of the design principles and the underlying architecture of the app: flexible, modular, and automation-ready.

The mortgage application process is often overwhelming, bureaucratic, and lacking transparency. Applicants struggle with understanding their financial eligibility, tracking the progress of their application, and managing required documentation efficiently.

Discovery

Competitive Analysis

Banks are investing heavily in digital transformation, but most mortgage processes remain complex, paper-based, and poorly optimized for mobile experiences.

Fintech players like N26, Revolut, and Emma have raised the bar for user experience in finance, setting expectations for clarity, self-service, and seamless onboarding.

Portugal still faces widespread financial illiteracy. Many borrowers struggle to understand key concepts like spread, MTIC, or effort rate — creating friction and dependence on intermediaries.

Comparison platforms such as Doutor Finanças or ComparaJá focus on lead generation and simulation, but few offer full-service guidance through to approval.

New consumer behavior points to a demand for hybrid experiences: autonomy to explore and simulate, paired with access to human support when needed.

Fintech players like N26, Revolut, and Emma have raised the bar for user experience in finance, setting expectations for clarity, self-service, and seamless onboarding.

Portugal still faces widespread financial illiteracy. Many borrowers struggle to understand key concepts like spread, MTIC, or effort rate — creating friction and dependence on intermediaries.

Comparison platforms such as Doutor Finanças or ComparaJá focus on lead generation and simulation, but few offer full-service guidance through to approval.

New consumer behavior points to a demand for hybrid experiences: autonomy to explore and simulate, paired with access to human support when needed.

Discovery

User Interviews

Five in-depth interviews were conducted with diverse user profiles — including a freelancer, a recently rejected applicant, a young couple applying for their first mortgage, a family with a co-signer, and a user with limited digital fluency. Several key pain points emerged from these conversations:

①

Lack of transparency

Users don’t know what stage their application is in or how long it will take.

①

Lack of transparency

Users don’t know what stage their application is in or how long it will take.

①

Lack of transparency

Users don’t know what stage their application is in or how long it will take.

①

Lack of transparency

Users don’t know what stage their application is in or how long it will take.

①

Lack of transparency

Users don’t know what stage their application is in or how long it will take.

②

Complex documentation process

Users find it difficult to manage and submit necessary paperwork.

②

Complex documentation process

Users find it difficult to manage and submit necessary paperwork.

②

Complex documentation process

Users find it difficult to manage and submit necessary paperwork.

②

Complex documentation process

Users find it difficult to manage and submit necessary paperwork.

②

Complex documentation process

Users find it difficult to manage and submit necessary paperwork.

③

Financial uncertainty

Many applicants don’t understand their eligibility or how to improve approval chances.

③

Financial uncertainty

Many applicants don’t understand their eligibility or how to improve approval chances.

③

Financial uncertainty

Many applicants don’t understand their eligibility or how to improve approval chances.

③

Financial uncertainty

Many applicants don’t understand their eligibility or how to improve approval chances.

③

Financial uncertainty

Many applicants don’t understand their eligibility or how to improve approval chances.

Define

The Opportunity

At the intersection of all three voices (VoB, VoM and VoC), we identified key opportunity areas:

Make the process less overwhelming through step-by-step guidance and real-time feedback.

Reduce the burden of document submission through automation and intelligent pre-validation.

Provide meaningful comparisons between proposals in language users actually understand.

Create a product architecture flexible enough to be rebranded and adapted across partners.

Define