Agent Desktop Redesign for Mr. Cooper’s Mortgage Servicing Team

Product Overview

Mr. Cooper’s servicing agents relied on a legacy interface to handle mortgage inquiries. I worked across business, design, and tech to define a scalable replacement.

• Embedded as PM with Pivotal Labs to co-deliver the redesign.
• Facilitated cross-functional alignment on workflows and business rules.
• Balanced compliance constraints with usability.
• Reimagined agent workflows, reducing friction in high-volume environments.
• Focused on phased rollout to manage complexity.

Product Goals

How might we help agents resolve servicing issues with confidence, speed, and clarity?

Reverse mortgage servicing was slowed by a dated UI and complex process trees. Our goal was to make essential workflows faster without compromising legal and compliance needs.

• Replace the legacy system without disrupting active agents.
• Support use cases like payment histories, escrow questions, and deceased owner death certificates.
• Improve first-call resolution rates and reduce escalations.
• Ensure usability under real-time pressure.

Challenges

• Deep mortgage-specific business logic.
• Legacy platform entanglement.
• Multiple internal users with differing mental models.
• Tight launch deadlines and phased changeover requirements.

Solutions

• Delivered MVP workflows tied to high-volume tasks.
• Defined reusable UI patterns across key functions.
• Created rule-driven display logic to streamline complexity.
• Partnered with operations leads to inform training and change management.

Outcome & Impact

• Reduced servicing time for key flows.
• Increased agent clarity and reduced support training overhead.
• Set foundation for future UX improvements.
• Helped shift org mindset from reactive support to proactive service.