Guaranteed Rate (GR) is a mortgage and finance company based out of Chicago that offers fully digital experiences to their customers. As their customer base and digital products continued to grow, GR wanted to expand into the mobile realm with their “Lightning App”. The goal of the Lightning App was to provide a one-stop-shop mobile application for customers to access all their GR financial products, pay their balances, track their credit scores, and apply for mortgages, loans, and credit cards. As the Lead UX Researcher for Guaranteed Rate, I conducted a usability test of the Lightning App prototype with 100 users. The goal of the study was to identify areas of improvement in the app's usability and identify pain points experienced by users.
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