POWER+

A next-gen mortgage broker portal informed, designed, and developed with direct user feedback to provide speed, transparency, and control over the mortgage origination process.

I took the lead on several key features including Settlement Collaboration, Multi-factor Authentication, Help Desk, and Conditions. My time and energy was split between four agile teams, constant and consistent communication and collaboration was vital to accomplishing these chunks of work. 

Conditions are sent to the broker from Pennymac with corresponding codes, statuses, and notes. Brokers need an efficient, simple way to upload documents required to satisfy those conditions and track the status of their actions.

With this feature, I had to create an experience that would replace a workaround. The main challenge was finding a way to steer them to utilize this new way of fulfilling document requests from Pennymac.

I conducted stakeholder interviews to gain valuable insights into our current workaround. This feature required me to understand the data, truly empathize with the user, and know the importance of where this piece fits into the ecosystem.

After several rounds of wireframe iterations, we landed on a collapsible table displaying a condition code, reason for request, status, and call-to-action. This feature had great adoption, we saw an almost 100% success rate when analyzing Fullstory data.