ROLE
Senior Product Designer
TOOLS
Figma, Jira
SKILLS
Wireframing, Prototyping, Usability Testing
(01)
Challenge
Cardinal Financial approached us to redesign their products. The current outdated design created issues in the workflow and isn't user-friendly, especially on the customer side.
Their ask was:
Make a complete reskin of the products.
Cardinal Financial has 3 web applications, including a Loan Originator System, a Smart Application and a Borrower Dashboard.Keep the structure on main flows.
Due to the conservative nature of the product, they wanted to keep the main structure the same while simplifying the behaviour of certain components.
(02.01)
Discovery
Main problems identified during the stakeholders interview:
Slow speed of the loan application processing
Due to an old and heavy interface, the productivity of the loan officers is a a low level.High drop-off rates on the client side
The interface on the client-facing apps is not user-friendly and many customers don’t finish the loan application.Inconsistencies in the interface
Applications were designed by different teams which caused inconsistencies and slowed the implementation of the new features.
(02.02)
Ideation
Mapping flows and scenarios
Mapping all the flows and scenarios for LOS, Smart Application and the Borrower Dashboard.
Extracting access levels
Taking into consideration 10+ different access levels in LOS and including them into the main flows
Establishing the foundation
Building a scalable design system starting from the foundation and tokens.
(03)
Foundation
An extensive scalable design system consisting of 2k+ variants. This DS is the foundation of all current and future company’s products. It was polished on a weekly iteration basis with a client and required 10+ branches in Figma to get things done.
MY ROLE
Managing the design system and iterating weekly with the client.
Adding components and aligning them with the existing patterns.
Update components based on the design decisions.
(04)
visual design
LOS is the largest part of the platform. It consists of hundreds of screens with data-heavy interface and multiple access levels.
While the main user flows were kept untouched, the interaction with the components was improved significantly. The new patterns were introduced in order to make the loan processing way faster and easier.
MY ROLE
Updating the interface for the selected parts of LOS.
Collaborating with other designers to be up to date with the new interface changes.
Extracting the user flows from the legacy Octane system.
Smart Application is one of the client-side products of Cardinal Financial. The main goal of the redesign was to keep it simple and easy to use by inexperienced customers.
The updated version has a clean interface to guide the loan applicant throughout the process. An additional layer of navigation and a new way to structure the data help users orient faster and not bother about losing the entered data.
MY ROLE
Leading the redesign of web, tablet and mobile versions.
Updating the design system with the new components presented only in Smart Application.
Softphone is a standalone application for loan officers to communicate with applicants and colleagues.
MY ROLE
Running the research, including the competitive analysis.
Mapping the screens and creating the high-fidelity design.
(06)
Results
The client was very satisfied with the final redesign. It will help them to streamline internal processes and improve metrics on the client side.