Loan Orignation System
Project Overview
The Loan Origination System (LOS) is an internal system that enables agents to review customer loan applications, verify documents, and determine loan approval.
The backend system was outdated, running on Windows Presentation Foundation software, and Engineers were working on migrating all the data to a new web-based system., which would improve performance and simplify management.
My Role
The portal had a cluttered layout, overwhelming and hiderning the user’s focus and readability, difficult to navigate, resulting in heavy cognitive load.
My responsibility was to redesign the layout so that the agent’s needs and expectations were met and accessible so that they could be more efficient. The stakeholder’s expectations was this needed to be done in 4 months.
Research
I first performed a heuristic evaluation, identifying usability issues. Agents and Managers, who were the two user roles were interviewed, informing me of their needs, frustrations and expectations.
Defining User Flow
The information was rearranged so that the most commonly visited pages and functions were easier to find and access. This updated design reduces user confusion and enhances the efficiency of user interactions.
Wireframes
After the flow was defined, I then proceeded with creating the wireframes to explore the experience in more detail on a screen-by-screen level.
The wireframes were sent to InVision where I created the prototype to capture the user’s interactions, the quality of the accessibility and their feedback.
Once the layout was identified in a way that prioritized important content and created a user friendly experience, I dove in to high fidelity designs to focus on the visuals.
Redesign
The redesign enhanced various elements, particularly by eliminating overlapping windows and transforming them into pages that offer a seamless workflow for the Agents and has significantly minimized the need for repetitive mouse clicks.
The new version also features a clearer hierarchy, providing a sense of organization along with helpful documentation.
Dashboard View
A new addition to LOS was the dashboard view, which provides a visual overview of agent performance and tasks with data presented clearly and concisely for quick comprehension.
Unlike the previous system, which was a list only accessible to managers who would print weekly reports, the new dashboard enabled transparency, giving all stakeholders an up-to-date view.
