Loan Servicing Portal

Overview

Defined the foundational UX architecture through discovery and research for a centralized loan servicing portal, unifying legacy systems into a streamlined experience for internal and external analysts.

Client

Loan Servicer

My Role

UX Designer

Timeframe

9/2024 - 1/2025

Collaborating Teams

Product Strategist

Project Brief

The client needed a centralized system to support analysts—specifically servicers—who were previously relying on multiple disconnected platforms for different services. This fragmented setup led to data discrepancies, duplicative reporting, and delays in accessing loan information. Our defined portal architecture established a single source of truth, with user roles tailored to specific needs and access levels.

My Role

How I contributed to the project’s success

Collaborated with leadership to envision and architect a unified loan servicing portal, applying design thinking principles a consolidate multiple applications into a seamless user experience.

Identified and defined critical user roles for the project, ensuring we met the needs of all stakeholders.

Contributed to developing the information architecture, experience architecture, and wireframes, which formed the backbone of our design.

Key UX Activities

Discovery & Research

Defined the MVP functional scope and overall portal vision.Established a set of design principles to guide decision-making and maintain consistency.
Researched current-state processes and analyzed the disparate services to be integrated, focusing on how they could be reorganized into a cohesive centralized portal.
Leveraged existing personas and journey maps to inform a unified user scope and experience for MVP.
Defined target personas and user roles across MVP, Phase 2, and future-state planning for both internal and external users, identifying their core needs.

Synthesis & Strategy

Developed the portal’s Information Architecture based on research insights, validating the structure with the client to ensure comprehensive service coverage and logical organization.
Mapped user roles to portal components and services to ensure appropriate visibility and access levels.
Created an Experience Architecture to visualize role-based flows and decisions.
Designed a wireframe vision and wire-flows to help the client understand the portal’s structure, core behaviors, and key functionality.

Design & Iteration

Not in Scope

Development & Implementation

Not in Scope

Due to an NDA, this case study highlights my process and outcomes rather than detailed visuals and solutions. Feel free to reach out to learn more!