Loan Experience Transformation

Transforming the Digital Loan Servicing Experience

Opened payment paths from external accounts and made loan detail transparent enough that customers no longer had to call the branch. [NEEDS INPUT: measurable outcome]

Led an end-to-end redesign of Dollar Bank's loan servicing experience — from payment flows to loan detail transparency — aligning business needs, customer expectations, and technical feasibility in a regulated environment.

ClientDollar Bank

Role / ServicesUX strategy, journey mapping, sprint facilitation

Category & YearService design, digital banking / 2025

ToolsFigma, FigJam

RoleUX strategy, journey mapping, sprint facilitation

Timeline2025

Team[NEEDS INPUT: team size and composition]

Platform[NEEDS INPUT: platform]

What I owned[NEEDS INPUT: what I personally owned]

Transforming the Digital Loan Servicing Experience cover screenshot

Problem Statement

The challenge

Customers managing mortgages, personal loans, and HELOCs through Dollar Bank's online banking could not easily make payments from external accounts, understand their principal vs. interest breakdown, or manage their loans on mobile without hitting dead ends and calling the branch.

Methodology

How the work moved

Mapped the full loan servicing customer journey — covering payment initiation, loan detail review, account management, and support escalation — to surface friction points invisible to individual product teams.

Facilitated a cross-functional design sprint with product owners, operations, compliance, and engineering to align on feasible improvements and prioritize the highest-impact flows.

Designed and tested mobile-first prototypes for external payment transfers, principal/interest transparency, HELOC withdrawal flows, and contextual next-step messaging — iterating based on comprehension scores and task completion rates.

Key Decisions

Decisions and tradeoffs

Mapped the full loan servicing journey end to end before proposing any changes.

Alternatives considered: [NEEDS INPUT: alternatives considered]
Why I chose this: To surface friction points that were invisible to individual product teams working on their own slice.
What I would do differently: [NEEDS INPUT: what I would do differently]

Prototyped and tested mobile-first rather than designing desktop and adapting down.

Alternatives considered: [NEEDS INPUT: alternatives considered]
Why I chose this: Mobile was where the journey broke — customers could not manage loans there without hitting dead ends and calling the branch.
What I would do differently: [NEEDS INPUT: what I would do differently]

Results and Impact

What changed

Enabled seamless payment paths from non-Dollar Bank accounts, eliminating a top call driver to branch staff. [NEEDS INPUT: call volume change]

Improved loan detail transparency — customers could see principal, interest, escrow, and payoff amounts without calling support.

Validated HELOC transfer and withdrawal flows reduced error rates and increased customer confidence during usability testing.

Work fed directly into the 2025–2026 roadmap: Better Dollar-to-Dollar Payment Experience, File Card Claim, Transfer CD, and UX Clean Up phases.

[NEEDS INPUT: redacted visual — journey map]

[NEEDS INPUT: redacted visual — payment flow wireframe]

[NEEDS INPUT: redacted visual — principal/interest breakdown concept]

[NEEDS INPUT: redacted visual — HELOC withdrawal flow]

Full case study deck

Production screens from this engagement are covered by NDA and available on request.

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