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Case Study — Mr. Cooper Reimagining the home ownership experience CHALLENGE During a re-brand from Nationstar Mortgage Servicing in 2018, Mr. Cooper wanted to create a new app experience to align with their customer-centric identity. Mr. Cooper is one of the largest mortgage servicers, with over 4.3 million customers. Their team was seeking a way to identify, de-risk, and build self-service tools that could reduce call center volumes and call times. INSIGHT