As the Senior UX Designer on this initiative, I led the discovery work behind sunsetting a legacy origination platform in favor of a singular, improved system. Over nine months, my focus was understanding how teammates were actively using the current platform, mapping their experiences, and identifying pain points and opportunities to carry into the new system’s design. The work spanned both simpler origination workflows and more complex wealth origination processes.
While I can’t share proprietary details, this case study provides insight into my process for guiding the transition from a legacy origination platform to a single, improved system.
Goals
- Understand how teammates actively use the current origination platform before it’s retired
- Identify opportunities to simplify and create efficiency in the origination process
- Ensure critical workflows and teammate needs are carried forward into the new, singular system
Research & Experience Mapping
- Conducted over 30 teammate interviews and 10 product partner interviews to understand current platform usage
- Created journey maps for simpler origination workflows and service blueprints for the more complex wealth origination process
- Identified that the largest pain points weren’t rooted in the origination system itself, but in underlying data issues and inefficient fraud procedures
Workshop
- Hosted a two-day, in-person workshop with 30 participants, including product partners from two products, five teammates, risk, and design
- Reviewed current-state findings and demoed future-state capabilities with the full group
- Used the workshop to align stakeholders around the opportunities uncovered in research and pressure-test direction before finalizing requirements
Handoff
- Delivered experience requirements, design principles, and business requirements to the Product Owner and UI team to guide development of the new system
- Uncovered that core pain points stemmed from data issues and fraud procedure inefficiencies rather than the origination platform itself, redirecting the new system’s priorities
- New system currently in development based on delivered requirements and design principles
“Working with Shelbey has been a true partnership. She has a special ability to take complex processes, uncover the pain points that matter most to the users, and turn that insight into a clear path forward. She brings structure and clarity to ambiguity, while making sure user perspective stays at the center of here work. Her organization, thoughtful documentation, and ability to create artifacts teams forward have been invaluable in shaping a more modern origination experience.” – Product Owner
Origination Sunset
I led the discovery work behind sunsetting a legacy origination platform, mapping teammate experiences and uncovering the real pain points driving requirements for a new, streamlined system