Loan origination · Product design · 2025
A shared screen for bankers and customers
During branch observations, I noticed bankers turning their monitors toward customers when loan offers appeared. The same screen served an experienced employee and someone seeing it for the first time. I designed parts of the production workflow and proposed a Client View for those shared moments.
Intake, underwriting, and signing shipped · Client View remained a proposal
Names and screen data are anonymized or illustrative. Client View screens show the unshipped proposal.
Adapt the view for the reader
The banker needed quick access to fields and comparison details. The customer needed an understandable view of the current step.
I proposed a Client View toggle within the same product. It enlarged the type, reduced information density, and hid employee controls. Keeping the information in the same order gave the banker a consistent basis for explaining the application.
Make the handoff explicit
The proposed “Present & lock” interaction opened Client View and required a PIN to return to employee controls.
I preferred this direction because it used the branch's existing screen. A second display or paired phone would add hardware or setup requirements. The physical handoff would still need testing during an appointment.
Make offers easier to discuss
The banker view kept application context, offer details, and selection controls together. For Client View, I proposed a simpler offer list with the monthly payment as the main figure, and rate, term, and total repayment nearby.
The intention was to support a conversation about the options. Whether customers understood the terms more accurately would still need testing.
What shipped
My work on intake, underwriting, and signing went into production. The bank brought its own design team into the project, and the offer interface shipped closer to their direction. Client View did not ship.
I would involve a bank-side decision-maker earlier in a proposal that changes how an appointment works, and agree how to evaluate it before developing the direction further.