How would you improve UBS key4 mortgages for Swiss homeowners renewing their mortgage?

Introduction

UBS key4 mortgages is UBS's online mortgage platform in Switzerland. A homeowner enters property and financing details online, and UBS together with third-party investors such as pension funds and insurers submit offers; the borrower compares them and picks one, with UBS handling processing and servicing. The model was a pioneering idea when it launched, but Swiss mortgage shoppers now also use comparison sites and brokers such as Hypotheke.ch, MoneyPark and Comparis. The prompt asks how we would improve key4 mortgages. I'll treat this as a product improvement question: clarify, segment users, map pain points, generate solutions, prioritise and define metrics.

Step 1

Clarifying Questions (5 mins)

• Are we improving the experience for new purchases, renewals (refinancing), or both?

• Hypothetical answer: Both, but renewals are the larger volume because most Swiss fixed-rate mortgages roll over every 5–10 years.
• Impact: We should look closely at the renewal journey.

• Who are our users: borrowers, investors on the platform, or both?

• Hypothetical answer: The interviewer wants borrower experience, while keeping investor participation healthy.
• Impact: Solutions must not reduce the number or quality of offers.

• What is the main business problem?

• Hypothetical answer: Many users start an application but do not finish it, and a share of renewal clients leave for brokers.
• Impact: Funnel completion and renewal retention are key metrics.

• Are there constraints?

• Hypothetical answer: Swiss affordability rules (the 5% imputed interest rate test and one-third income rule), minimum 20% equity with at most 10% from pension assets, and FINMA expectations around lending standards.
• Impact: Solutions cannot loosen lending standards; they must improve clarity and speed.

Goal: Increase completed key4 mortgage applications and renewal retention by making the journey faster, clearer and more trustworthy, without changing credit risk appetite.