Revolutionizing user experience
in omnichannel lending.

How creating exceptional digital experiences for all users drives
efficiency, productivity and satisfaction.

Download the full case study

 

Disrupting tradition.

Despite all the amazing new tools designed to make people’s lives easier and more productive, lending technology solutions have largely ignored the employee or institution user experience, focusing mostly on the customer user experience instead.

The same loan officer that is being served seamless and user-friendly technology in all other aspects of their life, from Netflix to Uber, is often required to use legacy software or processes at work. And those expectations don’t go away, so employees sit at their desks wishing for a better way to do their jobs and an overall a better experience.

When you listen to front-line employees you uncover all the things, big and small, that make their work difficult, disheartening, and unproductive. When you listen, you can design and build the tools with those same employees in mind, so they can do their jobs better.

User first , design second.

No matter the level or role, we believe that every user should see exactly what they need to see and know exactly what action they need to take next.

Our own market research indicated that technology providers have been primarily focused on the customer experience and neglected the diverse, daily experiences of the institution and its employees.

Seeing this huge disparity, we realized that if we charted a new path to include the entire institution and all its staff, then everyone could make use of the system.

We began by mapping the user journeys by breaking down day to day activities and discovered 5 critical steps that are common to these journeys and are imperative to address.

Critical steps common to
the user journeys.

  • Awareness: The user must always be aware of their immediate and upcoming tasks.
  • Initiation: The user wants to initiate their most important activities quickly and efficiently.
  • Frequency: The user wants streamlined workflows, quick access, and tools for the tasks they perform most often.
  • Acceptance: When approval is secured and the borrower’s acceptance is required, the user wants the process to be simple and less time consuming.
  • Due Diligence: The user wants measures to confirm all key processes are complete, so nothing is left behind.

Building on our research and user journey mapping we developed a set of key design principles to guide development of the interface and shape the design patterns that would create a great user experience.

4 key design principles developed to guide, shape
and create great users experiences.

1. Build trust with every interaction.

A platform should be simple to pick up and learn, which makes for a consistent experience that builds trust with every interaction.

2. Favor function over fancy.

Speed can make or break a user experience, so then most important information should always be at the user’s fingertips without needing to search for it.

3. Focus on simple ingredients done exceptionally well.

Too many options at once makes for a cumbersome experience, so design should be clean and spacious, with unique but useful menus, shortcuts, and tools that don’t get in the way and slow the user down.

4. The better way.

By focusing on the most important needs of users, we were able to design and deliver a platform that increases end user productivity, efficiency, and satisfaction, as well as reduces system training time.

The better way.

By focusing on the most important needs of users, we were able to design and deliver a platform that increases end user productivity, efficiency, and satisfaction, as well as reduces system training time.

Some of the key features the platform delivers include:

  • Allows the end user to never feel or notice the complex back-end systems and integrations that powers the system.
  • Admin dashboards give users a holistic view of individual productivity, priorities, and pending tasks.
  • Multiple scrollable forms allow users to focus on one question or task at a time, making the process more efficient.

Transformation in the workplace involves harnessing the power or new tools and software that lets people work in a better way. And by knowing what people want and how they want to accomplish it, you can create software that works for them

To find more of our insights throughout the institution journey, you can read the full case study below.

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