Loan Tracker

My Role : Lead UX Designer, Researcher, Front-end Developer

Problem Statement: Mr. Cooper was in need of a digital solution for mortage originations and refinances.  The current way of doing this was taking an average of 47 days and very inefficient.

Solution: We created a loan tracker that allowed all loan, document uploads, and mortage communications to be done in one location.  The solution decreased the average loan completion by 13 days.

The Solution

Initial rollout design for our new refinance customers.

Ideation/Research

Initial wireframe ideation on the loan tracker solution.  The company stakeholders “wanted to have a pizza tracker solution” so we created a step-by-step progression.  When all steps were completed we concluded with a close date.

There was an additional design created where lists were created instead of cards.  We found that we got a slight majority of users to prefer card views, but the other portion of customers strongly considered this secondary view.

Initially we were able to put together a list of stakeholder and customer goals and anti-goals.

We began learning about our customers by empathy mapping how they feel during the purchasing process.