While Independer is a leading platform for comparing financial products, they noticed a gap in their mortgage journey:
visitors showed interest, but rarely booked a follow-up appointment. Why?

The team wanted user feedback for the design sprints:

• What holds potential homebuyers on Independer back from booking an appointment?
• What are they missing in the mortgage-shopping journey?
• What do users need to feel confident enough to book an appointment?
• How can Independer turn that insight into a better experience?

The team used the insights in the  focused design sprint to improve the mortgage journey. The session revealed three key areas where users needed more clarity and connection:

• Trust in the advisor – Who will I talk to? Is it really independent advice?
• Clarity in the process – What happens after I click “book an appointment”?
• Feeling personally understood – Does this platform get my situation?

These findings helped Independer rethink how they communicate, turning user hesitation into confident next steps.