Streamloan
Helping loan officers manage and track loan disclosures
ABOUT STREAMLOAN
Streamloan is a B2B SaaS mortgage platform that makes the loan process simple, efficient, and digital for both the lender and customer.
PROJECT OVERVIEW
Using the company's existing design system, we designed new features to allow loan officers to easily manage and track disclosures throughout the tedious loan process. These designs will be shipped by the end of the summer 2020.
duration
Nov 2019 - Jan 2020
Role
Product Designer
+ UX/UI Design
+ User Research
+ Information Architecture
CATEGORY
Mortgage, B2B
the problem
Loan officers are finding it difficult to complete the loan process on one platform
The loan process is long and complex. It's layered with legal requirements, rules, and time constraints that inhibit loan officers from quickly processing a loan. The consequences for not meeting these constraints can lead to lost commissions or borrowers missing out on a loan.
How might we help loan officers manage multiple loan disclosures at once?
the solution
Save loan officers time by consolidating the complex process onto one platform
The loan process is highly dependent on time and produces a high impact on those involved. By creating a centralized location for loan officers, they can stop jumping from multiple platforms and can now rely on one platform to manage their loan disclosures.
fINAL DESIGNS
A task manager that keeps loan officers accountable
View and take action on tasks that need attention.
One smooth flow to get through a tedious and complex process
Don't worry about missing a step or not complying with legal requirements. Streamloan does the work.
Track the progress of each disclosure by stage
An organized page that identifies the status of each disclosure and its details.
RESEARCH & findings
Save loan officers time by helping them track and manage loans all in one place
The job of a loan officer is to find business then become an effective translator between the borrower and underwriter. One missed deadline could set a borrower back weeks, maybe months. The impact on borrowers is high, which is why loan officers need a reliable system that will help them with tracking, ordering, and managing their loans.
After conducting 5 user interviews, I synthesized the results and found the following key takeaways:
Track disclosures
Loan officers are constantly bringing in new borrowers and are finding it difficult to manage the progress of each loan and disclosure type.
Quick access to documents
Loan officers are constantly sending and receiving documents — valuing quick access to these documents while on the go.
Notifications and reminders are crucial
Loans are time-sensitive and layered with prerequisites that require a quick turnaround.
DESIGN PROCESS
Organizing the loan process
After synthesizing our research, loan officers needed help with the following to accomplish their daily tasks:
01
Tasks
View and take action on tasks to meet deadlines.
02
Ordering
Order disclosures to be sent to the borrower.
03
Tracking
Track the stage of current loans and access past loan files.
TASK ITERATIONS
Finish tasks ahead of time
One way to help loan officers stay on top of each disclosure deadline is to inform them. Surface when a disclosure is due and a way to perform the task to avoid missing a crucial deadline.
— Iteration #1:
Alerting with color
Early iterations explored ways to highlight deadlines and tasks that need attention.
By emphasizing the due date with a bright red color, users will be drawn to the task.
— Iteration #2:
Countdown to increase urgency
I removed the Timeline section to dedicate the user's attention to the tasks at hand.
I changed the due date to a countdown to encourage users to start and finish the task.
Final Design:
A dedicated task page to keep loan officers accountable
Clearly define what tasks the loan officer needs to accomplish in order to bypass risks that could cause delays or prolong the process.
Analytics V.1 —
Pairing Visuals

Similar to A/B testing, I paired visuals with each metric until I found the right match. The goal of finding the perfect match was for users to quickly understand the data being shown.
Analytics V.2 —
Adding features tailored to real estate agents
I finalized the chart type and added functions to drill down into the data such as date ranges and the ability to compare their listings.
Analytics — Final Design
The simple design of
ordering iterations
One order flow to do it all
The main challenge here was to ensure that we had all of the legal requirements needed for each disclosure type. The goal was to save loan officers time by consolidating the ordering process into one flow.
— Iteration #1:
Avoid the perception of complexity
There were a number of different fields required to process a loan. I focused on identifying fields that could be grouped into a down bar and those with dependencies.

In doing so, inputs related to the disclosure were organized first and those with dependencies below.
— Iteration #2:
Rearranging the structure for a more consistent look
The initial iteration had a combination of dropdowns and checkboxes with different lengths causing a visual disturbance.

By using dropdowns, it visually draws the eye from top down in one motion.
Final Design:
A secure ordering process that checks off all legal requirements
Giving loan officers the ability to order a disclosure, review, and edit before submitting their order.
tracking iterations
What's the best way to help loan officers quickly see the stages of each disclosure?
Loan officers are constantly bringing in new clients which can make it hard to manage current, new, and past disclosures.
A way to combat this is to organize the information into stages. We iterated on different ways to visualize progress so that loan officers can see those that are in the early, mid, or later stages.
— Iteration #1:
Help loan officers anticipate their next follow up with a progress bar
One way to show progress is using a common design pattern such a progress bar to improve quick comprehension so loan officers can anticipate their next move.
— Iteration #2:
Tracking with tabs
Instead of cluttering the page with two separate sections, I created a new page for Tracking and switched from a progress bar to tabs with each step shown.
However, we received feedback from 2 loan officers who found this confusing and overwhelming.
Final Design:
Let loan officers pick what they need to see
Established tabs and collapsible sections to organize disclosure types and to quickly track disclosures.
validation results
Loan officers valued the simplified user flow
We conducted validation testing with 5 loan officers which revealed the following results:
5/5 — users completed the ordering flow
5/5 — users found hover and interaction states helpful
4/5 — users felt the experience was easy to use
3/5 — users understood the History tab's purpose
The main confusion was around information hierarchy and terms used. These were the changes made based on the feedback from our usability tests:
LEARNINGS
When in doubt, always ask
Some of the biggest takeaways from this 7 week project were:
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