Mortgage Portal
Haven Wallet
Transforming Borrower Engagement Through Monitoring & Recapture
Role
Industry
How do you turn a transactional mortgage servicing platform into an intelligent financial engagement tool?
That was the challenge we faced when transitioning from Engage V4 into what would become Haven Wallet—a platform designed to go beyond payments and servicing to help borrowers actively manage and optimize their home equity and financial opportunities.
While Engage V4 provided an incremental step forward, it remained a stopgap solution—it lacked the depth, intelligence, and engagement features that our clients needed to retain and recapture borrowers on their existing book of loans.
Haven Wallet was the realization of that vision, designed to:
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Enable borrowers to monitor their home and financial health through real-time data
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Surface personalized financial opportunities based on servicing and market conditions
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Empower servicers with retention and recapture tools to prevent attrition and unlock new revenue
Shifted focus from payments to financial engagement
Mortgage servicing platforms have historically functioned as bill pay portals rather than holistic financial tools. We needed to change that narrative.
Balanced borrower needs with servicer goals
Borrowers wanted clarity, control, and financial empowerment, while servicers needed a strategic retention engine to prevent runoff and recapture lost loans or HELOCs.
Integrated real-time financial monitoring
We needed to surface equity insights, market conditions, and refinancing opportunities at the right moments.
Created a scalable, modular experience
The platform had to be customizable for servicers while maintaining a consistent, high-quality user experience.
My Role & Focus Areas
As the Lead Product Designer, my role extended beyond UX execution—I was also the team’s mortgage industry expert, ensuring that core servicing experiences aligned with real-world borrower behavior, regulatory requirements, and lender constraints.
Key Areas I Led
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Account Creation & Onboarding
Designed a frictionless entry experience that balanced identity verification, borrower education, and first-session engagement.
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Core Servicing Features
Led UX for payments, escrow monitoring, and account management, ensuring clarity, ease of use, and alignment with borrower expectations.
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Wallet & Dashboard Structure
Designed a scalable system that supported financial monitoring, loan opportunities, and actionable borrower insights.
Why I Led Core Servicing & Onboarding
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Deep Mortgage Industry Knowledge
Having developed expertise in mortgage servicing processes, user needs, and regulatory frameworks, I was positioned to lead the most complex and business-critical servicing features.
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Ensuring Regulatory Compliance & Accuracy
Mortgage servicing is a highly regulated industry, requiring precision in payment handling, escrow, and loan modifications—a core part of my design focus.
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Bridging Business & User Needs
I worked closely with servicers, compliance teams, and borrowers to ensure our servicing experience was both user-friendly and legally compliant.
Transitioning from Engage V4 to Haven Wallet was not just a UX upgrade—it was a fundamental shift in how borrowers engage with their mortgage and financial health.
Data-Driven Monitoring & Engagement
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Equity Monitoring & Insights
Designed real-time dashboards displaying home equity growth, market shifts, and refinancing potential.
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Escrow & Payment Monitoring
Created a clear, user-friendly experience for tracking balances, payment history, and future escrow adjustments.
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Offer & Loan Recapture System
Integrated servicer-side recapture tools, allowing lenders to engage borrowers at the right financial moment. a scalable system that supported financial monitoring, loan opportunities, and actionable borrower insights.
Scalable, Modular Design
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Flexible, Servicer-Branded Architecture
Built a component-driven system that allowed servicers to customize the experience while maintaining UX integrity.
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Frictionless Account Creation & Onboarding
Designed a seamless borrower onboarding process that reduced drop-offs and increased engagement.
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Embedded Financial Tools
Integrated loan calculators, refinancing simulations, and savings projections directly into the servicing experience.
Personalization & Intelligent Triggers
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Contextual Borrower Engagement
Designed intelligent alerts and insights tailored to loan status, market conditions, and financial opportunities.
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Predictive Offer Surfacing
Enabled data-driven refinance and HELOC recommendations, increasing conversion rates.
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Seamless Borrower-Servicer Interaction
Integrated "Ask My Loan Officer" and in-app messaging for frictionless borrower engagement.
Bringing Haven Wallet to life required deep collaboration across product, design, engineering, and servicing teams.
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Product Strategy
Partnered with product leadership to align servicing needs with user engagement goals.
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Engineering Integration
Worked closely with engineering teams to ensure scalable and efficient development.
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Servicer & Stakeholder Engagement
Advocated for borrower needs while ensuring client requirements and regulatory compliance were met.
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Designed the Core Servicing Features
Led UX for account creation, payments, and servicing interactions, ensuring ease of use and borrower adoption.
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Drove Adoption Through Modular Design
Developed a scalable component system that ensured flexibility for servicers while maintaining consistency.
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Facilitated Team Alignment
Led stakeholder presentations, documentation, and internal education to ensure teams were aligned.