Context
The project revolves around the remortgage process within the property conveyancing industry in the UK. The goal is to streamline and modernize the process by leveraging the PEXA system. This involves mapping out the existing "as-is" journey, which is known to involve a significant amount of paperwork and complexity. The swimlane diagram aims to visualize this process and demonstrate how PEXA can bring efficiency and improvements to conveyancing.
Incoming Lender: The financial institution providing the remortgage loan.
Outgoing Lender: The previous lender being paid off with the new remortgage.
Conveyancers: The legal professionals responsible for facilitating the property transfer.
Borrowers: Individuals seeking the remortgage.
PEXA System: The electronic conveyancing platform.
Business Ops Team: A team responsible for overseeing the operational aspects.
Admin Support Team: A support team providing administrative assistance throughout the process.
Discovery Sessions
Conducted extensive discovery sessions with UK market conveyancers to gain insights into their existing processes, pain points, and challenges.
Explored the HMLR (Her Majesty's Land Registry) process, understanding its intricacies and requirements.
Created an "as-is" journey map to document the current workflow, emphasizing the heavy paperwork and complexities involved.
Methods: 1-1 discussion, value proposition mapping and lean canvas
Mapping the As-Is Journey:
Plotted the existing "as-is" journey within the service blueprint, detailing front stage, back stage actions with the help of line of visibility and line of interaction.
Highlighted the paperwork-intensive nature of the process, indicating points where manual documentation and communication occur.
Final E2E swim lane diagram for the release 1
Created a comprehensive document or presentation to accompany the swimlane diagram.
Explained the findings from the "as-is" journey, emphasizing the need for improvement and the benefits PEXA can bring.
Provided a clear narrative on how PEXA can simplify the remortgage process and enhance overall efficiency.
By following this detailed process, the swimlane diagram serves as a powerful visual tool that not only documents the existing complexities of the remortgage process but also convincingly demonstrates how PEXA can revolutionize and streamline the conveyancing journey, reducing paperwork and improving efficiency.
