Loan Origination System

Loan Origination System or LOS for short, is an internal system allows funders to reviewe queued loans, verify stipped documents and fund loans when all the requirements have been met. Users are able to search for existing applications using a number of different search criteria.

Dashboard View

The overview page on the dashboard provides the user visual data that provides a quick read and understanding of their performance, goals and follow-ups. The old system was a list with no visuals that only the manager had access and was required to print out the information on paper weekly. Instead of running on WFP, this is now a web-based system.

Legacy Software

The old system was running on WFP (Windows Presentation Foundation), an outdated software that was hard to manage and upgrade. It was time to transfer all data over to a web-based system.

The UI needed many areas of improvement. The most requested from the users was the windows overlapping and opening over each other. This was frustrating to the user as it easily made them loose their place. There was also the lack of hierarchy, lack of unique affordances, unclear intent on some pages and task flows not clearly defined, just to name a few.

Verifications

A big part of an agent’s daily task is to verify a customer’s background. In the old system there was not a clear way of letting the agent’s know what step of the verification process they were on. It also didn’t indicate if a step was finished or not, they would have to click on the page to see in text if it was finished. We created a step-tracker that is linear and easier to work on with indicators to let them know it’s status.

Architecture

The old site structure was very disorganized, clunky, and contained numerous obsolete pages and broken functionalities. We sent out a survey to the agents to gather information on what pages they used most frequently and ones they didn’t use at all.

We reviewed videos of their workflow and patterns for various scenarios. From there we were able to recreate a simpler and more organized structure that boosted the agent’s productivity and workflow.

Onboarding

The onboarding guide for new agents not only helps them to understand how to use the system but also what to say to the customers on the other line. This greatly reduced the onboarding time for new agents.

Help & Documents

Agents can get the latest updates on verification processes, guides for better performances and general questions about workflows and how to’s. This was a request from the managers who wanted to provide a place of frequently asked questions and help agents who might not have the confidence to ask their questions be available within the system.

Profile

We wanted to give the agents a sense of ownership and a way to personalize their experience so a profile page was created where they could make edits instantly without having to reach out to a manager.

Styleguide