Engage v4 transforms a basic web tool into a modular platform. With flexibility and scalability, v4 empowers homeowners with user-centered mortgage management, delivering personalized insights and seamless experiences across devices.
2023 - Present
Mortgage
Principal Product Designer & Design Lead
Web, Mobile
The original Engage platform faced critical challenges as a mortgage tool, offering a disjointed and rigid user experience that failed to engage borrowers effectively. Users struggled with navigating their loan information, and the platform's lack of flexibility made it difficult to deliver tailored content and actionable insights.
This led to low user engagement, decreased recapture rates, and an inability to meet the business's evolving needs for a scalable, personalized, and responsive white-label dashboard. A transformation was needed to create a modular platform that would provide clarity, boost engagement, and deliver a seamless user experience across devices.
As Lead Product Designer, I transformed the platform from a basic tool into a modular, responsive dashboard by defining its vision and collaborating with other teams.
The Engage v4 Dashboard redesign improved user engagement and platform performance, driving measurable results in adoption, satisfaction, and operational efficiency.
Our discovery process involved reviewing existing user feedback, analytics, and client requests. Additionally, we conducted audits and rapid research to identify emerging business needs, client goals, and user requirements.
“It’s so frustrating that I can’t even see my mortgage balance or make a simple payment quickly. This is the main reason I log in, and it feels like I have to hunt just to find the basics.”
- Ian C, previous v3 dashboard user
Users found it difficult to access key mortgage details quickly, struggled with a lack of personalization, and were unable to easily navigate or engage with the platform to accomplish their jobs-to-be-done. Also, the lack of an optimized mobile and a native app was a serious pain point for users.
The old dashboard saw low user engagement, lacked scalability, and provided an inconsistent experience that did not fully align with client objectives for a more holistic, user-focused servicing platform.
The old design was outdated. Limited flexibility and technical constraints hindered scalability, prevented personalization, and made it challenging to introduce quick improvements or modular components.
Our research uncovered 4 key areas of improvement: enhancing visibility for borrowers to easily access mortgage servicing, creating a more flexible and modular design to scale with client needs, make it accessible on the go, and introducing personalization to engage users more effectively. These insights shaped our strategic approach to the Engage v4 Dashboard, focusing on clarity, customization, and a seamless user experience.
Our hypothesis was that by addressing key user pain points and business needs, we could create a more engaging, intuitive, and scalable platform for users and clients alike. We proposed the following strategic improvements:
We believed that making payment and mortgage details front and center would simplify the user journey. By surfacing essential actions directly on the dashboard, we expected to reduce friction and improve task completion rates.
By gathering user goals and leveraging platform interactions, we hypothesized that we could deliver tailored insights—particularly around equity and mortgage—leading to increased platform engagement and value.
Our goal was to implement a responsive, modular design that ensured users could seamlessly navigate across devices. We hypothesized that a well-organized mobile-optimized interface would result in better user satisfaction, adoption, and drive overall client satisfaction.
We also aimed to create a scalable design system that would not only provide a consistent user experience but also improve internal efficiency. By standardizing UI components and modularizing the UI, we anticipated reducing design and development cycles, enabling quicker updates.
Addressing the core needs of our users—making payments, reviewing loan details, and managing their mortgage—we introduced the ’Mortgage at a Glance’ module as an essential part of the dashboard experience.
Our users needed quick access to essential mortgage information without navigating through multiple sections.
Paying their mortgage, checking loan details, and managing their documents were critical tasks that the previous interface did not adequately support. The challenge was to make these ’table stakes’ features more accessible and intuitive, reducing friction and improving satisfaction.
To address these needs, we designed the ’Mortgage at a Glance’ module—a key dashboard feature providing users with a clear snapshot of their mortgage. This module includes:
The ’Mortgage at a Glance’ module became the cornerstone of our user experience, addressing the primary jobs-to-be-done efficiently. This streamlined access to critical features led to:
The Home Equity Module was developed to empower users with insights into their mortgage equity. By providing a clear and comprehensive view of their equity, the module aimed to help users make informed financial decisions, whether it’s refinancing, home improvement, or exploring other opportunities.
Previously, users could not access detailed information about their mortgage equity. The absence of an easy-to-use equity overview meant that many homeowners were unaware of their financial potential, limiting their ability to make proactive decisions about their mortgage and leverage their greatest asset.
To bridge this gap, we introduced the Equity Module, dynamic dashboard component providing a comprehensive snapshot of the user's home equity.
The module features:
We implemented a fully responsive dashboard, ensuring that all features were easily accessible and optimized for mobile users, providing a consistent experience across devices.
10%
v3 mobile usage
70%
v4 mobile usage
A responsive redesign improved access and navigation, driving a 7x increase in mobile usage.
Our goal was to create comprehensive and well-rounded resources for the digital experience teams at NCR, so we focused on internal tools. Our aim was to provide a solid foundation with core buil
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