Small but Mighty

I have worked with various Product Managers in an initiative to improve the user experience on current products.

Top search

Our search bar had the most recurring issues, with 47% of sessions struggling with basic interactions.

Every week in 2021, we onboard 80-150 newly paid users.

• After onboarding of 4 weeks, less than 35% log in and take any action on the platform.

• We identified these drop-off points through data and FullStory.

We found certain areas where we can vastly approve

• Leaning on iconography produced a learning curve for new users.

• Back-end rules offered autocomplete results that were confusing to users.

• Placement of actions such as Clear and Search was also confusing to users.

Basic Trial

Traditionally, the process of applying for a mortgage presented a series of customer pain points that we believe could be solved with an end-to-end digital experience. Laurel Road's goal for the app was to boil down what could take days and multiple appointments with loan officers to a process that could be accomplished within a few hours on the web. 

The evolution of the mortgage application has been wholly user-driven. The main challenge was to make an engaging, intuitive experience for users. To do this, we solved issues involving the difficulty focusing on tasks, showing transparency of where the user was in their journey, and relieving user fatigue. When I became a part of this team, our first plan of attack was to restructure the user journey and form design. We wanted to display what was needed with forms whose messaging was simple and concise. Our goal was to simplify messaging and the journey with each iteration. As a result, we had a more streamlined journey, where we would guide the user more intuitively.

As a way to expand our products, I was assigned to be the Lead Designer in developing our Credit Concierge, a way for our users to view their credit score health, and receive guidance for how to improve their score.