MeasamLoan Experience Transformation
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.
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Problem Statement
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
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.
Results and Impact
Enabled seamless payment paths from non-Dollar Bank accounts, eliminating a top call driver to branch staff.
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.
