A cognitive walkthrough of obtaining a mortgage through TD Bank

Team: Cameron Hamilton - UX Researcher

Duration: One Week

Overview: This cognitive walkthrough is being done from the perspective of a a 30 to 40 year old who is looking to calculate their mortgage based on their annual income of $100,000. The objective is to go through the process of obtaining the mortgage on the TD Website and evaluate how our user would fair with the process.

Methodology: A cognitive walkthrough is when a group of internal team members assess the user experience of a product by walking through a set of scenarios that a user would come across and ask a set of four questions that help to identify potential UX issues.

User: The User is a 30 to 40 year old new homebuyer who is looking to calculate what their mortgage payments would be, based on their annual income of $100,000. The user is a consistent web browser and is familiar with the typical features found on most websites (ie. Hamburger menu’s, Banner Ads, etc.). This user is, however, unfamiliar with home buying, including the details of acquiring and calculating a mortgage.