Borrower Wallet
Product Design | User Research | Visual Design
The Problem
Community bank borrowers wanted a white-glove approach to mortgage lending, while still having the opportunity to complete all the necessary tasks to close a mortgage online at their own connivence. They want to feel like all of their data was secure while having the whole process expedited.
Project Goals
Make it easy for home buyers to enter their personal data.
Ensure privacy and security was addressed during the entire application.
Make it simple for uses to upload documents and sign disclosures.
The Team
Promontory MortgagePath | Denver, CO
Tony Lardie | Senior Product Designer
Jack W. | Product Manager
Lora R. | Engineering Manager
My Role
I lead design sprints, interviewed clients and home buyers, created the design system, worked with engineers on new components crafted the user flows, designed the new experience and ensured ADA accessibility was met for all interactions.
Discovery
Conducted focus groups to understand our current platform and its pain points.
Lead design sprints with clients to explore new functionality.
Researched other mortgage solutions to evaluate our position in the market.
Evaluated automated solutions for quicker input of lengthy data.
User Research Findings
Borrowers often felt frustrated with the amount of data to input.
Borrowers were confused when and how to add documents.
Many borrowers expressed a strong desire to trust the platform.
Uses were in favor or automating large amounts of data entry.
Loan product and questions were often confusing to consumers.
Security and privacy are key to protect personal data.
The Solution
I introduced a brand new experience for home buyers looking to secure a mortgage. The application process guided users through every step and let them take control of the data and documents they needed to enter. The responsive web app allowed users to upload documents on the go and manager their loan any where, any time.
Easy & Automated Application
Partnered with Argyle to quickly add employment and income data.
Gave clear next steps and page reviews along the journey.
Sidebar navigation allowed consumers to enter the data they had in the order they wanted.
Wizard step by step approach for longer forms guided users.
Review and Confirm before final submittal allowed users to feel confident they were ready to proceed.
Home Buyer Help Center
Brand new help center functionality was available at every step of the process.
Detailed answers to complex mortgage questions helped users feel secure in their answers.
Users were less reliant on calling their loan office and were able to submit their forms in less time.
