Workflow Optimization
Streamlining the Loan Upload-to-Submission Journey
Project Overview
As part of building a new customer-facing portal from scratch, I designed the complete loan application flow — starting from file upload to final submission. The goal was to create a guided, intuitive experience for users handling complex loan applications, ensuring clarity at every step without overwhelming them.
Role: Product Designer
Tools: Figma,
Timeline: 1 weeks
Team: Product Owner, Business Analyst
Problem Statement
We needed a clean, intuitive digital workflow that guided users — many of whom were not tech-savvy — through the traditionally manual and fragmented process of uploading, validating, signing, and submitting loan application files.
The design had to:
Simplify multi-step processes.
Offer real-time feedback and validations.
Prevent user errors early.
Feel familiar yet modern.
Key Design Goals
Make it effortless to start: Drag-and-drop file uploads with progress tracking.
Guide without overwhelming: Break down the loan journey into manageable stages.
Surface status clearly: Let users know what’s done and what needs action.
Ensure trust and transparency: Summarize details at critical steps before submission.
User Journey Overview
Step | Description |
|---|
1. Upload Loan File | Users drag and drop their XML, MISMO, or JSON file to kickstart the process. Upload status is shown in real-time. |
2. Auto-Populate Loan Details | Critical borrower and property information is parsed and auto-filled, reducing manual entry and errors. |
3. Pricing Review | Users review multiple loan pricing options, comparing key financial metrics, and select the best fit with one click. |
4. Documents Management | Required and optional documents are clearly listed with upload statuses. Users can preview, upload, or replace documents easily. |
5. E-Signature Verification | Users verify details before sending an e-signature invite to the borrower/guarantor, ensuring accuracy before commitment. |
6. Review & Final Submission | A complete application summary is shown for review. Once verified, users can confidently submit the application. |
Reflection
Designing this journey taught me that true user-centered workflows balance automation with control.
Even when things go wrong (like missing documents), users need to feel empowered, not punished.
Progressive guidance, flexible loops, and clear confirmations made this complex, multi-step journey feel simple and achievable.
