Scotiabank

Creating a digital first in Canada_

The Challenge

Scotiabank are one of Canada’s ‘Big Five’ banks. They wanted to lead the Canadian market in transforming financial services, beginning by becoming the first bank in Canada with a fully digitised home ownership experience.

The opportunity

Drastically cut the time it takes to apply for a mortgage. Put customers at the heart of the process, empowering them and building the foundations for a long-term relationship. BIO worked in a strategic partnership with Tech Mahindra to achieve this goal, creating eHOME, a unique digital mortgage experience.

The Results

  • 90% customers would use Scotiabank’s digital mortgage application
  • 95% would recommend to a friend or family member
  • From 30 days to 30 minutes to complete an end-to-end mortgage application
  • 1 day to approve & 3 days to fund an application
  • "Scotiabank’s eHOME app is officially the best online mortgage experience we’ve reviewed to date." Ratespy renowned and influential industry critic

Case Study Video

Shaking up the mortgage market in Canada_

We studied the Canadian mortgages market to find insights that provided the foundation for a fully digitised mortgages application. Having a user-centred design process ensures that experiences are designed around the customer whilst delivering tangible outputs quickly, with users brought in at key points to help co-create and validate the solution. We also used behavioural science nudges to help users take action and complete the journey.

The experience itself was created by BIO in agile sprints, handing off a series of tightly defined wireframes, module specs, unique page designs and an atomic toolkit to a squad of TechM developers to build the app.

Scotiabank App

Our work with Scotiabank to research, design, build and roll out the eHOME mortgage application has created an industry first and critically acclaimed solution, significantly contributing to the company’s vision to digitise the Canadian home ownership experience. eHOME has radically cut the time it takes to apply for a mortgage, shaken up the mortgage market in Canada and is still winning applause for its customer-friendly interface and transparent rates. The next exciting phase is now in development.

An industry first, with a radically time efficient mortgage application process_

"The words THANK YOU seem very inadequate because honestly I think my heart might burst with joy"

Janet Boyle

Senior Vice President, Scotiabank

Let’s make something happen_

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London_

The BIO Agency (HQ)
70 Wilson Street
London
EC2A 2DB
UK

+44 20 7079 2450

Toronto_

The BIO Agency (Americas)
42nd Floor
Scotia Plaza
Toronto ON M5H 3C2
Canada

+1 416 268 2466

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