Project Snapshot
The Problem
The existing B2B platform had been developed over several years, leading to various issues such as inconsistent styling, poor information architecture, accessibility problems, and an overall clunky user experience. These problems were causing users to struggle with navigating the loan process, resulting in slow progress and a high volume of support calls. Our team was tasked with a redesign to create a more user friendly and efficient product that would streamline our users day-to-day tasks.
The Solution
Our design approach was centered around the needs of the user and the mortgage industry, aiming to create an intuitive product that provides timely information to facilitate a seamless loan process. Our goal was to help users move through the process more quickly and efficiently, which would translate to increased financial growth, reduced support demands, and an opportunity to create customer advocacy.
My Role
During the course of this project I worked on a team of four UX designers as well as individually. We were tasked with the research and redesign of an existing customer facing B2B platform. We were able to leverage and enhance an existing design system to improve the customer-facing aspects of the platform.
Users & Audience
The product is intended for use by various professionals in the mortgage industry, including loan officers, loan processors, admins, AEs, and support personnel. The target user group encompasses both experienced power users and those who are new to the mortgage loan process.