LendInvest created the Broker Portal to innovate the mortgage industry, eliminating extensive paper application requirements and simplifying the process through an online platform.

Users can input, submit, monitor, and gain an overview of their cases through this Portal.

The overview screen is the screen we present Brokers when they have completed an enq/dip or an application/fma.

The screen should empower our Brokers to self-serve and stay informed throughout their experience with us. It should give them the information they need without having to contact us.

This project tested a new way of working at LendInvest. Typically, we collaborate with multiple stakeholders to ensure a comprehensive perspective. However, given that this was a version 2 project with the overview screen already in place on our Portal, we opted for a more agile process.

Our team comprised of one designer (Myself), one stakeholder, and one business analyst, The smaller team made it possible to present quick iterations and ideas to Brokers.

It was my responsibility to facilitate and run the research, present back the insights, and design the final screens.

Brokers were unable to locate crucial information on the existing overview screen. The initial design lacked guidance through the various stages of the lending process, leaving Brokers uninformed about the current status and required actions. This led to Brokers contacting LendInvest for information, impeding the overall process.

We hoped that with the new design, we would achieve less inbound calls asking about case statuses, quicker task completions and higher task completion accuracy. It should enable Brokers to fully self-serve, reduce friction and improve the overall user experience.

Interviews for the overview screen of our residential products had been conducted beforehand. This allowed us to identify any additional blind spots that required further investigation and develop ideas to present to brokers for subsequent testing.

The initial interviews revealed that Brokers were unclear about their cases, lacking information on current events and timelines.

Because we had an idea of what our Brokers were lacking from our initial overview screen, I was able to ideate and draft multiple screens to present back to our stakeholders.

Once three designs were narrowed down, I invited 8 Brokers for interviews and usability testing.

We tested three screens with eight Brokers. In all the concepts, we incorporated tabs to categorise crucial details into various sections for improved information organisation.

Additionally, a side menu was implemented to ensure that essential information remains prominently displayed, regardless of the tab the Broker is on.

After completing the interviews and usability tests, I analysed the gathered insights and presented them to the team. Utilising this information, I created the revised screen, serving as our final design.

The revised final screen comprise of a side menu, and a tabs system which houses key elements to stay on top of cases.

In the feedback sessions, the Brokers expressed that the tabs works great at organising the screens and allows them to find information quickly. This also limits the clutter and future-proof’s the design if we wish to implement other features.

During the feedback sessions, it became evident that Brokers highly valued the update section as it serves as a direct message from LendInvest regarding their case.

To enhance visibility, it is displayed on the side menu alongside the tasks, ensuring it remains accessible regardless of the tab the Broker is currently on.

Tasks play a crucial role in ensuring Brokers are actively advancing their cases: We therefore positioned them directly below the updates.

To provide Brokers with a clear overview of their progress, we introduced tags directly linked to the tasks. If a task is hindering progress on their case, a tag labeled "blocking Underwriting" will be displayed on the task and the corresponding card on the timeline will be marked as blocked.

Additionally, an email will be sent to inform them of the issue.

This approach guarantees that Brokers are consistently informed about any tasks that might impede the progress of their cases.

In our feedback sessions, the timeline emerged as the most effective tool, offering Brokers a clear overview of their position in the process, upcoming milestones, and an estimated completion timeframe for their cases.

As the first element visible on the Overview screen, the timeline tab provides Brokers with a quick snapshot of their case status and upcoming events. This addresses the concern raised by Brokers about the frustration of being caught off guard by client inquiries.

With this timeline design, our aim is to eradicate uncertainty and empower Brokers to provide timely updates to their clients, ensuring a smoother communication flow.