Banking
Loans

The digital loans application experience spanned 14+ disjointed views, forcing retail and enterprise customers — and the loan officers behind them — through redundant data entry and ghost-work.

I led an end-to-end redesign, consolidating the journey and restructuring data hierarchies around the decisions people were actually trying to make.

Challenge

Critical loan metadata was buried beneath static logs across more than fourteen views. Officers re-entered the same data repeatedly, and customers abandoned an application that felt longer than it needed to be.

Solution

I mapped friction by shadowing loan officers, restructured data hierarchies to prioritise actionable metadata over static logs, and validated low-fidelity prototypes against real production workloads — cutting the number of views required per task.