Broker Docs
We aim to upgrade Broker Docs designs from v3 to v4 without sacrificing vital broker functions and to ensure a seamless user experience.
Expertise
Project lead, UX Designer
Platform
Desktop
Deliverables
Wireframes, Prototyping, UI design, User research, User testing
Overview
ApplyOnline®, Nextgen's flagship product, integrates seamlessly with broker CRM platforms, lender processing platforms, and third-party service providers, offering a diversified and deeply integrated ecosystem.
Users can upload documents, ensuring the timely delivery of necessary information to the lender. Additionally, users have the option to print required forms for borrower signatures. Once the loan is approved, lenders can securely upload and deliver loan documentation back to ApplyOnline® for execution.
Key features
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Ensure the quality of loan application documents.
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Validate supporting document requirements securely.
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Enforce specific document requirements before loan submission, ensuring timely receipt of necessary documents.
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Transition to a paperless process by securely uploading supporting documents and receiving lender customer documents in a secure location.
The Problem
Current users found the process of uploading documents to be confusing and arduous. The v3 UI needs more discovery, consistency, and uploading of supporting documents, which often frustrates users and ultimately results in a negative user experience. It required restructuring and a visual boost to elevate it to the next level.
My task was to provide recommendations and suggestions on improving the overall UX and creating a positive user journey.
Why redesign?
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The user journey is complicated.
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We need to keep up with the trend.
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There is too much information and visual noise on the screen.
“It is not the strongest of the species that survives, nor the most intelligent. It is the one that is most adaptable to change”.
- Charles Robert Darwin
The legacy v3 version
My Role
The existing version of the product needed to be updated. We aimed to develop a better user experience, enabling users to understand how to use the product and its features effortlessly.
I led this project from start to finish:
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Creating wireframes
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Prototyping
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Designing the UI
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Conducting user research
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Performing user testing
As the Lead User Experience Designer, I oversaw the project alongside a Project Manager, who facilitated communication between the creative and technical teams.
Given that this was an existing product, the initial step involved analysing the flow and functionality. Subsequently, my role was to simplify the process as much as possible and ensure it was intuitive for users.
The Process
The process of re-design closely resembles designing a new product from scratch. We adopted a collaborative approach to ensure a shared project vision. We thoroughly considered the user's needs at all decision points and iterated upon them, empowering stakeholders to contribute.
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We identified what is and isn't practical in the current product by analyzing user feedback.
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We validated users and their needs through research.
Discovery
We conducted workshops with stakeholders, including the CEO, to align business needs with user requirements. This helped re-establish empathy with users, and we developed user stories to identify their unique needs.
User workshopI invited individuals with connections to our clients to share their experiences. These workshops provided invaluable insight into the crucial early stages of the project.
Here are the main benefits derived from running research workshops:
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Bringing people together
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Generating better ideas
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Coming to a shared understanding
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Building trust
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Creating a positive impact
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A user workshop in progress
Sketching
Sketching plays a crucial role in the design process. By sketching, we gained valuable insights into the users we are designing for, avoiding assumptions and biased design decisions.
Sketching is fun
Wireframes
The initial idea for structuring the page involved creating a step-by-step process demonstrating how to solve an operations problem. Seeing that we could communicate the intended message much better helped me.
Wireframes to demonstrates what interface elements will exist on key pages.
The lean approach to solution design enabled us to rapidly define solutions collaboratively through sketches and then Balsamiq wireframes. This approach led to rapid feedback cycles and functionality revision in line with user stories.
I combined the features and components that would work best from the wireframes. I examined how these new designs would flow together and integrate with the layout of the product.
User flows
We used user flows to understand how users would navigate the product further.
One of the Broker docs user flow
Development
During development, both Design and Dev were given opportunities throughout iterations to raise red flags on the proposed solutions. Regular follow-ups and check-ins helped us identify whether everything was going according to plan.
Quality check
As part of every design project, we comprehensively checked the quality. We reviewed the entire product to ensure adherence to design and style guides during the review process.
Usability testing
Since establishing our UX design team in the last few years, we have continuously tweaked and improved our overall process.
Initially, higher-ups rejected my request for usability testing because they believed we had enough subject-matter experts and user representatives on our team. However, by starting small, we demonstrated the value of user research, and we received approval to integrate web analytics to uncover some user problems.
Consolidated data from GA
Outcome
Our customers have warmly welcomed the released version of Broker Docs. Nonetheless, there are still opportunities for improvement. Working on this project was an enriching experience, and I appreciated the chance to contribute to another SaaS product.
I completed the project within the specified time frame. User feedback and iterations significantly enhanced the product's design.
Higher-ups gradually recognize the importance of implementing and understanding user testing, especially since we received negative feedback regarding issues and bugs in previous releases.