<aside> 🔍 Solving a tricky issue for some product pages.

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Objective

1/3 of calls received into the contact centre were about Later Life mortgages were from people who weren't eligible for our product range. This would be a disappointing experience for them, to get to that point and to be refused the product.

How do we support people to find information and to understand whether this is right for them?

Challenges

Process

Outcomes

Borrowing in Later Life | Nationwide