MR. COOPER

Founded in 1994, NationStar Mortgage is one of those largest mortgage services in U.S. But in 2014, the organization’s leadership felt they needed a new brand identity to better engage with existing and potential customers. Working with Phenomenon, the company went through a full-rebranding, changing its name to Mr. Cooper and taking on a whole new identity – including a new website. I developed a content strategy for the site to improve content organization while flowing in the new Mr. Cooper identity throughout the content. 
 

homepage

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The Mr. Cooper Homepage serves as the doorway to the organization's new brand identity and mission. It offers links for existing customers to manage their accounts, as well as to pages to help customers refinance or apply for a new mortgage—or calculate how they can afford to spend on a home. In addition, the page features content to clarify various elements of the home-buying process. 

 

buy

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Buying a home is one of life’s great milestones. But the experience of getting a mortgage is one of the hardest and most time-consumings steps towards that milestone. Mr. Cooper’s Buy page aims to take the stress out of the process. We created a step-by-step plan and checklist starting at Preparing and Planning and taking customers through every step of the process, all the way  to having a loan funded. The content serves as both a reference and a friend, guiding customers through the mortgage process. 

 

refinance

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Though not quite as stressful as buying a home, refinancing a home to get a better interest rate or take cash out of the house is nearly as complicated, requiring significant documentation. Like the Mr. Cooper Buy page, the Refinance page aims to take the stress out of the process, providing content to put the refinance process in context and offering help and assistance every step of the way. 

 

products

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Along with providing helpful content about buying and refinancing, the Mr. Cooper site needed to offering content for additional products and explain the many mortgage types it offers. From FHA loans to Jumbo loans, the content on the page helps customers understand Mr. Cooper’s offerings, all while delivering the content in the friendly and helpful Mr. Cooper voice. 

 

calculators

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Calculators that define down payments, interest rates, monthly payments and more are a feature of nearly every mortgage company site. Mr. Cooper wanted to create a set of calculators specific to their offerings, while using the new brand voice and identity to make these calculators as helpful as possible. With contextual content and features, we created a set of calculators to enable customers to explore scenarios for every loan type Mr. Cooper offers. 

 

support

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Servicing and meeting the needs of existing loan customers is nearly as crucial to the business of a mortgage company as selling new mortgages. Nationstar’s existing customer support was built around lots of complicated paper forms and complex web pages. We transformed the paperwork into content strategy for their support section that simplified that complex information and provided actionable steps for making payments, submitting documents, and more.