Mortgage Success Experience Map
This Experience Map walks through the end-to-end journey of a customer navigating the mortgage process, from their initial introduction and application to signing the agreement and receiving post-mortgage support. Designed for product teams, service designers, and innovation leads, it highlights what the customer is doing, thinking, and feeling at each touchpoint, while surfacing questions, blockers, and system dependencies that shape the overall experience. Created by Turtle Design, the map uncovers key emotional drop-offs—such as uncertainty around documentation or waiting for approval—and turns those into opportunities for education, automation, and improved communication. It also documents backend workflows and agent interactions to ensure internal teams stay aligned with the customer’s experience. Whether you’re building a digital mortgage tool or improving an existing lending process, this map is a useful reference for spotting friction and identifying the next most valuable improvements. It serves as both a snapshot of today’s experience and a launchpad for designing what comes next.
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