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.
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.