My Role: Lead Product Designer

Completed: October 2024

Number of users: 150

Team size: 1 Sr UX Designer

Previous Project:
Credit Report Service
Next Project:
Design System Infrastructure
Problem
Users struggled to get a quick snapshot of their team's health, taking over 24 hours to generate necessary reports.
Solution
Create a flexible data visualization tool for multiple roles.

This is the prototype of the flow, used to gather feedback and secure buy-in from the product team and stakeholders. It was also useful during the development handoff:

View Dashboard Flow MVP Prototype



Discovery

Understanding how what the existing team thought this should be would help us move quickly into more developed ideas.

In Situ
We started talking to stakeholders.
  • Stakeholder Interviews: Documented team goals and success metrics.
  • User Interviews: Conducted workshops to synthesize findings and align on key insights.

Understand Users

  • Storyboard: Worked with a BA to learn about the problems faced.
  • Persona Review: Reviewed sales-focused personas created by an outside resource.

Analyzed competitors to identify industry standards and best practices.

  • Competitor Analysis Workshop: Evaluated other data visualization tools and gathered team opinions.

Synthesize Findings

Documented insights to validate assumptions and align the team.

  • Discovery Synthesis Workshop: Synthesized findings and aligned on key insights.
  • Journey Map (Current State): Created a journey map to document the current state experience.
Journey Map

Define

Journey Map
  • Reduce data overload for quick insights into team performance.
  • Speed up report generation for timely decision-making.
  • Consolidate information for a comprehensive view of team performance.
  • Engage users for meaningful feedback and improvements.
  • Ensure data accuracy to build trust in reports.

Ideate

Generated a wide range of ideas through collaborative ideation.

  • Collaborative Ideation: Generated diverse ideas through multiple rounds of Crazy 8's.
  • Diverse Perspectives: Incorporated diverse perspectives for a comprehensive approach.
  • Iterative Refinement: Refined ideas through iterative rounds.

Simple Task Flow

Documented the process for early issue identification.

  • Central Dashboard: Provides an overview of key metrics and performance indicators.
  • Individual Loan: Detailed view of each loan's status and progress.
  • Actionable Items: Highlights tasks and actions that require immediate attention.
  • Team Supervision: Tools for monitoring and managing team performance.
  • Loan Processing Tasks: Step-by-step tracking of loan processing activities.
  • Compliance Monitoring Tasks: Ensures adherence to regulatory requirements and standards.

Loan Officer Performance

Created a dashboard to surface important data points for Loan Officer Managers (LOMs).

Dashboard showing relevant data

Dense Tables and User Feedback

Improved table design to enhance readability and efficiency.

Pipeline Health MVP

Implemented informative cards to display pipeline health, enhancing efficiency and accessibility. There were already stories created and so we finalized the design and created something that developers could start using and start creating a robust prototype that could be used for devs and to show the latest and greatest to leadership. After finalizing the design, I moved into creating the MVP and prototyping it, ensuring it was ready for handoff to the development team for further implementation and testing.

Updated table view gives a better overall view of Pipeline Health.
  • Monitor loan officers' performance and productivity.
  • Identify training needs and mentor new loan officers.
  • Oversee the entire loan process.

Showing tasks and documents

Surfacing simple tasks and documents would show the product team what the next features could look like and get feedback from the team.

  • Which documents should be included at this level?.
  • Should all tasks be included here?.
Shows expanded view .

Even platform has its own search criteria, but I think the most important feature is that it is easy to search.

In Situ
We started talking to stakeholders.
  • Search by any field:Dont make users guess which data point to enter.
  • Easy to distinguish: There could be multiple applications with the same details so it should be consider how we display active loans vs dead applications..

Pipeline Health Improvements

Implemented simple, informative cards to display pipeline health, enhancing efficiency and accessibility.

AB Testing versions with our user group helped them visualize their opinions and used these ideas as jumping off points. The feedback was overwhelmingly positive.

Conclusion

The Business Intelligence project successfully addressed the challenges faced by Loan Officers and Managers by providing a flexible and customizable data visualization tool. The implementation of dense tables, clear statuses, and informative cards significantly improved the efficiency and accessibility of crucial information. Through continuous user engagement and feedback, the project ensured that the final product met the needs of its users, ultimately enhancing their workflow and decision-making processes. Clients have expressed their love for the new system, praising its user-friendly interface and the ability to quickly access and analyze data, which has greatly improved their overall productivity.