Goal

Create a user flow to represent the movement of a mortgage loan from borrower submission through funding. Historically, the only reference to the workflow was through the engineering diagram, seen below.

Audience

While helpful for engineers, this is a complicated workflow that is too detailed in some areas, and not detailed enough in others. To gain an understanding of our existing workflow, I updated the flow to the level of detail for all cross functional parties to use. I did this as an exercise ahead of the broader full operations redesign of our Mortgage service.

Detail

My Role

Lead designer. I worked with our Mortgage, Underwriting, and Engineering teams to ensure I included all edge cases and adhered to the existing behavior, constraints, and edge cases. I created the workflow in draw.io to work within the google ecosystem and be easy for Product Managers to access and edit if needed.

In Conclusion

Not only was this a great exercise to learn our existing flow, I learned how we can improve it. I was able to use these findings into my work in the overall Mortgage process redesign.