An established loan monitoring product required a comprehensive redesign to integrate AI-driven insights and optimize user workflows for efficiency and clarity.
The Challenge
Upgrade and optimize key processing flows for different types of lender-provided data.
The new AI engine significantly improved calculation efficiency and accelerated error detection, but varying data formats from different lenders introduced complexities in interpreting. The need for a redesign came from the users' need for clarity and decision-making efficiency.
My Approach
Discovery
Industry & Product Immersion (key terminology, business concepts, broad financial context)
Stakeholder & User Interviews (identify pain points, workflow inefficiencies)
Lender Surveys (data formatting challenges, user expectations)
Comprehensive Competitor Analysis
Information Architecture & Flow Mapping
Key Findings
Multitude of edge cases that needed to be accounted for
Large volume of data
Poor error handling features
Two major user categories: novice & experts
Skills Applied:
User ResearchJourney MappingWireframingPrototypingError HandlingInformation Architecture
Solution
Error Categorization & Visual Indicators
Consistent & Clear Data Visualization
Advanced Filtering System
Interactive Process Stepper
Learner Mode for Novice Users
Results
Lower Cognitive Load measured by Decreased Time-on-Task (30%)
Enhanced Findability measured by Task Success Rate (25%)
Reduced Workflow Friction measured by Task Completion Rate (35%)
Contextual Education measured by Time-to-Proficiency (15%)
