LOS

Overview

The Loan Origination System (LOS) lets agents review applications, verify documents, and approve loans. Built on outdated WPF software, it was slow, cluttered, and hard to navigate, with redundant features and poor onboarding. I redesigned it for a new web-based platform to improve efficiency and usability.

Goals

Transition LOS to a responsive, web-based system that simplifies navigation, improves information hierarchy, adds a real-time dashboard, and streamlines workflows—all within a four-month timeline. Remove unused features to reduce training time and keep agents focused on core tasks.

UX Process

I conducted a heuristic evaluation, user interviews, and information architecture mapping to uncover pain points and restructure workflows. I created wireframes and interactive prototypes to validate designs before high-fidelity handoff, resulting in faster navigation, easier onboarding, and improved decision-making for agents.

After validating wireframes, I moved into high-fidelity design focused on visual clarity, consistent layouts, and intuitive workflows. Cluttered, overlapping windows were replaced with clean, sequential pages that guided agents through tasks more efficiently. Navigation was reorganized around agent priorities, reducing clicks, lowering cognitive load, and eliminating repetitive actions.

NEED TO WORK ON THIS
Self Help was a new initiative and so we created an FAQ area, managed by the Supervisor which helped reduce training/onboarding time for new agents.

NEED TO WORK ON THIS
Self Help was a new initiative and so we created an FAQ area, managed by the Supervisor which helped reduce training/onboarding time for new agents.

A new real-time dashboard gave agents and managers instant visibility into tasks and performance, replacing manual, print-based reports with transparent, up-to-date insights. Accessibility best practices improved readability for all users, and the project was delivered on time—meeting stakeholder expectations within the tight four-month timeline.