In my role within retail software, I was tasked with researching and designing a new lending application tracker to monitor loan and credit card applications from start to finish. This feature needed to integrate seamlessly with multiple loan application systems, as well as software for uploading verification documents. One of the biggest challenges I faced was the complexity of the loan application process itself, which requires extensive training for branch employees. To create a solution that truly met their needs, I had to engage in numerous discussions—often revisiting the same topics—to fully grasp the key data points the software needed to display and how to prioritize them effectively.
While I can’t share proprietary details, this case study provides insight into my process for designing a lending application tracker that enhances visibility, efficiency, and workflow for branch teammates.
Goals
- Developed a new feature to provide visibility into both active and closed lending applications initiated at branch locations
- Enable branch teammates to seamlessly track lending application status, key details, comments, and required actions to improve efficiency and customer service
- Reduce the overall timeline for lending applications by enabling branch teammates to take quicker action
- Provide a more efficient way for branch teammates to review declined applications, creating opportunities for training and improvement
Preliminary Research
- Reviewed recording of previous research sessions conducted by previous designer
- After the review, hosted a virtual discovery session with branch teammates to gather additional insights and address initial questions
- Analyzed existing design patterns of tables within [software name]
Prototype Design
- Designed the lending application tracker prototype including tables and interactive modals for detailed insights
Usability Testing
- Hosted four feedback sessions with branch teammates to review the design
- Refined the design and created a data-point Excel sheet for the retail software team
- In active development