Navigating Complexity in Lending
Knock
December 2021–January 2022
In late 2021, it was clear that there were significant gaps in terms of how the loan ops team and the external user were experiencing the product. Lending CX was created to step back and thoroughly investigate challenges our users are experiencing while understanding why these were happening from the Lending Ops team. It involved understanding how every team interacted with the user, often only through the loan file, to get to the root of the pain points the user was experiencing.
My role
- Lead UX designer on this service design project and worked with the PM throughout the process.
- User interviewed leaders and ICs, reviewed their process documents, and used user research, including external survey feedback.
- Built multiple service/user journey maps, including an end-to-end journey of Knock’s mortgage process.
- Presented to leadership the findings with recommendations for improvement
Challenges
- Knock's mortgage process is highly complex, with moving pieces for each loan file and heavily regulated with strict laws.
- 2 months to understand all the moving pieces and uncover actionable recommendations.
Outcome
- Created alignment and foundational thinking of where Knock should focus to improve overall.
- Recommended improvements to Lending ops people processes, including addressing gaps in internal informational sharing between teams.
- Created a clear picture of the whole process, the first time this was documented at Knock.
- First significant project that came out of Lending CX was Phased Onboarding.
Work examples
Only a glimpse into my years of experience.
I would love to show you more and explore how I can add value to your team.
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