Freedom Mortgage
UX Audit & Portal Redesign

2017-2019

Role:
As solitary UX and UI designer, I was responsible for leading all UX and Creative workshops as well as all production & presentations of deliverables:
Heuristic evaluation of 3 systems, competitive analysis, user research, user personas, user journeys, usability testing, A/B testing, site maps, concept maps, wireframes, low fidelity prototyping, creative analysis, user interface and style & pattern guides

Tools:
Paper & Pencil, Whiteboards, OptimalSort, Sketch, Photoshop, InDesign, Invision, Trello, Jira

Team Structure:
My Team: Sr UX Designer (myself), Project Manager, Business Analysts (2) and Engineers (multiple)
Client Team: Project Manager,Senior Vice President and Engineering Lead

Core issues:
Employee/Partner work-flow is done through a series of multiple disjointed legacy systems, lacking continuity, modern functionality and aesthetic.

Collaboration:

• Daily standups / Sprint planning / Retrospectives

• Worked closely with BAs, PMs and Product owners to improve and/or introduce new stories.

• Reviewed prototypes and wireframes with engineering team prior to stakeholder presentations.

• Virtually unlimited in-person access to most persona types for system walkthroughs, user interviews and prototype testing
  

Demos on request

User/Business Problems

Primary/High Level Objective:

• Create a best in class application to “leapfrog” the competition

• Elevate company brand in service to attract new customers

• To improve overall employee & partner wide efficiency and increase company revenue.

• User types(9) include: Brokers/Owners, Loan Originators, Loan Officers, Loan Processors,

• Loan Closers, Account Executives, Regional Managers, Refinance Shops and Purchase Shops.

How?

• Audit and improve current workflows

• Create a single-sign-in seamless portal

• Introduce a UX best practices and a modernized, consistent look & feel

• Introduce lacking functionality, including a new product - “Pricing Tool”

Pain Points/Constraints

• Extremely complex systems with no documentation

• Complex subject matter

• No power users

• No access to live data

• 2 mid project federal regulatory/compliance changes resulting in rework

Solutions

Deep Discovery Including:

• Created concept map

• Performed extensive heuristics evaluations

• Created user personas

• Performed competitive analysis

• Ran card sorting and IA workshops

• Created user feedback survey

• Created high level & detailed site maps

• Ran creative & branding workshops