Improved the usability of a complex internal loan-operations platform used by internal stakeholders by refining task flow, information structure, and interface clarity.
The existing loan management system suffered from high cognitive load, with loan officers navigating 14+ disjointed views per application. Error rates in data entry were exceeding 8.4% monthly, creating downstream processing delays and compliance risks.
I led the redesign of the core workflows, consolidating fragmented views into a unified interface, improving information hierarchy, and creating clearer pathways for the most common tasks. The result was 40% faster task completion and a 28-point NPS improvement.
Internal operators were managing high-volume loan applications across fourteen separate views. Cognitive load was high, and manual data entry led to an 8.4% error rate in compliance documentation — creating downstream processing delays and audit risk.
Mapping existing friction points and shadowing loan officers to identify ghost-work patterns and redundant data entry across 14+ views.
Restructuring data hierarchies to prioritise actionable loan metadata over static logs, reducing the number of views required per task.
Low-fidelity prototypes tested against real production workloads to validate flow speed and surface edge cases early.
Building a modular component library to ensure future features align with the core UX and maintain consistency at scale.
Implemented a global vertical sidebar with contextual deep-links to reduce tab switching and orient users within complex workflows.
Density-optimised data tables with customisable column views so each team member can surface the fields most relevant to their role.
Keyboard-first navigation (Vim-inspired motions) for power users processing 50+ applications per day, cutting interaction overhead.
Real-time collaboration markers to prevent duplicate underwriting on the same file and surface live status across the team.
By unifying the toolset, we removed the "context-switching tax" that plagued the team. The interface transitioned from a passive record-keeper to an active partner in the decision-making process — surfacing the right information at the right moment.
Step through the earlier workflow and the refined interface side-by-side to see how the product evolved — from a fragmented multi-tab experience to a unified, task-optimised platform.