Lenda is a consumer home mortgage company seeking to streamline loan approval and funding process. The existing rate quote and loan application process has a 98% drop-off rate. My task was to design a more intuitive experience to reduce drop-off rate and improve product sign-up.

Opportunity
_ Remove friction to drive users through the entire application funnel
_ Eliminate confusion throughout the user flow to improve input accuracy 
_ Provide stronger progress indications during the process to manage user expectations
_ Provide guidance, education and confidence to gain users’ trust
_ Anticipate user error scenarios and provide preemptive tool tips and progressive options
_ Conduct multiple rounds of usability studies to guide the redesign effort

Solution
_ Provide real-time rate quote results based on progressive user input 
_ Create live chat and knowledge-base features to assist user interaction
_ Create review sections that allow users to audit documents and track progress

• UX Methodologies

  • Stakeholder interviews
  • Industry expert interviews
  • User interviews
  • Heuristic evaluation
  • Competitive analysis
  • Wireframe
  • Axure prototype
  • Usability testing

• Download design process PDF