Problem
Clients were disappointed at the current experience, .

Solution
Create a platform that would service 100% of the Loan Officer tasks and creating a plan for new features.

There was a previous experience that was missing several key features. This meant we had a good idea of what users expected and what stakeholders thought would be MVP.

Hueristic Review

Working with a BA I did a review of the current experience, annoting screenshots with what we liked, what we didn't and what was missing. This was a great exercise to understand the current experience and talk to the BA to get their opinions.

The previous experience lacked visualizations, making it difficult for users to interpret data quickly.

There was no clear page hierarchy, leading to a confusing navigation experience.

Despite these issues, the platform supported 1500 users, indicating its core functionality was effective.

Mapping out the Experience

We had to move quick, so we moved straight into creating a wiremap, this would provide a good level of detail to start making design decisions.

Wiremap shows the flow of the experience.
Opportunity to layout information architecture, without all of the details.
Quickly get buy-in from stakeholders.

Simple Information Architecture

Putting all of the pieces together from different conversations helped us collate content and figure out if there was anything missing

Lower fidelity information architecture helped us focus on details in future efforts.
Start laying out content and get a basic buy-in from the product team and/or stakeholders.
Start figuring out where there was more detail or roadblocks that needed our attention, while we had time.

Framework

While working alignside the product team to start understand what content would be part of the MVP, I put a framework together that would be flexible enough to be used in many places but also be simple enough to build quickly.

Consistency: Ensures a uniform look and feel across the entire application.
Responsive Web Design: Easily adapts to different screen sizes and devices.
Accessibility: Built-in support for accessibility standards.
Customizability: Highly customizable to fit specific project needs.
Time-saving: Reduces development time with pre-built components and styles.
Community Support: Large community and extensive documentation for troubleshooting and enhancements.

Loan Details

Working with the BA we documented what the Loan Officer would care about and understand more about how statuses affect the LO workflow.

Provides a quick overview of the loan status, reducing the need for detailed searches.
Helps Loan Officers prioritize their tasks based on the status of the application.
Improves decision-making by presenting key data points at a glance.
Reduces the time spent on manual data entry and status updates.
Enhances communication with clients by providing clear and concise status updates.
Facilitates better tracking of loan progress and identification of bottlenecks.
Supports compliance by ensuring all necessary data points are captured and displayed.
Increases overall efficiency by minimizing the effort required to access important information.

Services

The services section is where LO's can request credit checks, I reused the table pattern and the fraework to make something that feels coherent and consistent.

Consolidated batch requests and services from various departments into a single platform.
Reduced the number of user inputs required to complete tasks.
Streamlined common tasks to ensure they are completed in a timely manner.
Improved efficiency by minimizing the need for manual data entry.
Enhanced user experience by providing a centralized location for all necessary services.
Facilitated better tracking and management of requests and services.

Documents

As one of the most common tasks, the documents section needed to be ambitious. Creating an easy to use table that would help LO's service any missing documents. Understanding the different statuses and when an LO needs to do something would supercharge the usefulness of this page.

Centralized all documents into a single place, making it easier to find and manage them.
Provided a clear overview of document statuses, with notifications for missing or outdated documents.
Allowed for easy uploading, downloading, and secure sharing of documents with clients and team members.
Integrated with other systems for automatic status updates and included search functionality to quickly find specific documents.
Enhanced security features and version control to protect sensitive information and track changes to documents.

Contacts