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Tool for Mortgage investors to analyze customer service metrics

The Service-level agreement (SLA) Scorecard tab is to measure the level of service provided by Mr. Cooper servicing with respect to different investors/clients. It helps them manage and provide good service to their customers.

Role

User Flows, Prototyping,
Wireframing, UX Design

Duration

3 months
( approx 6 sprint cycles )

before diving in, let's know what Mr. Cooper does.

Mr. Cooper is a loan servicer, acting as a bridge between investors 💰 who are issue money and home owners 🏠 who are borrowing the money

During my tenure, I delivered wireframes, Low-fi, High fidelity production ready user interfaces for SCOUT, a B2B Portfolio Management tool used by investors & clients. I was collaborating mainly with my Product manager, business team head and front-end software developers.

This project is confidential, and hence password protected. 🔐

SCOUT is a B2B plaform not for public access. If you still want to talk to me about the project
and dont have a password, hit me up!
View full work

My Role & its impact at SCOUT ⚡

Designed and delivered
‍5+ key features, such as onboarding, Access management, and SLA management increasing investor onboarding by 40%

Built and Modeled the Onboarding feature to streamline and simplify the onboarding process for 12+ new portfolios.

I initiated and assembled a design system for the SCOUT application comprising of
20+ core components and 50+ variants to ensure a cohesive user experience,

Gayathri is very knowledgeable when it comes to creating mockups and UX designs.
Throughout her time on the team, she was able to produce many mockups with options geared towards optimal user experience. She takes in ideas and creates realistic, easy-to-use mockups for developers. I would recommend her based on her skillset.
Mahtab Sobhani
Principal Product Manager

Below, is the compilation of some of the
‍interesting features I worked on for SCOUT for making portfolio management lifecycle hassle free and automated.

Design Process - Ensuring quality

Collecting requirements + co-designing

At the start of the sprint, I collaborated with the product manager to comprehend the business requirements and gain a clear understanding of the intended audience, the feature's purpose, and the reasoning behind its implementation.

Gather feedback + Re-iterate

After completing the initial mid-fidelity designs, I presented the various versions to the team consisting of project managers, business analysts, and software developers to gather feedback and decide on the preferred option.

Tech team: Handoff + Support

I now hand over the high-fidelity, iterated versions to software developers. This includes adding error message pages, border case scenarios, transferring vectors, etc.

My Key learnings

Soft Skills

Beyond hard skills, I learnt a lot of soft skills on how to present, communicate & convince my design decisions.

Handling Piles of Data

Extensively practiced information architecture and User flows because the majority of the data provided by business leaders were lengthy Excel sheets filled with a loads of information

Coder + Designer Pros

As a coder + designer, I worked effectively with developers understanding their pain points when it comes to implementing mockups

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