We wanted to be more than a toggle from one option to another. The goal was for customers to see the real-time impact on their interest rate and repayments before confirming.

Depending on the scenario, customers might need to go through a credit reassessment involving manual reviews and additional documentation. Joint home loans required both applicants' approval, with the non-initiating applicant needing to explicitly confirm before the change could proceed.

Where the volume of requests made automation unviable, changes were processed manually. To account for the delay, customers could withdraw a pending request before it took effect.

Property use was the first self-service feature to navigate customers into the application flow for credit critical and account conduct scenarios, a pattern that would be reused for future changes requiring the same level of scrutiny.