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

The impact

Reduced servicing time for key mortgage workflows. Increased agent clarity and cut support training overhead. Shifted org mindset from reactive support toward proactive service delivery.

I embedded as PM with Pivotal Labs to co-deliver a redesign of Mr. Cooper's mortgage servicing agent desktop, replacing a legacy interface that was slowing agents down with a phased, modern replacement built around the highest-volume workflows.

Hide the complexity without losing it

Mortgage servicing agents handle some of the most sensitive conversations in financial services: payment histories, escrow disputes, documentation for deceased account holders. At Mr. Cooper they were doing it through a dated interface entangled with years of business logic, compliance constraints, and mental models that varied agent to agent. The naive fix is to "simplify the UI," and it is wrong, because the complexity is not decoration. It is regulation. Strip it out and you ship a clean interface that is also non-compliant.

So the real design problem was where the complexity lives, not whether it shows. I facilitated cross-functional sessions to surface the business rules that genuinely had to govern the screen, then worked with design to build rule-driven display logic that hid that complexity from the agent while keeping every bit of it enforced in the system underneath. Compliance stayed intact; the agent just stopped having to hold it all in their head.

The rollout matched the same discipline: phased by highest-volume tasks first, reusable UI patterns that extend to other workflows, shipped incrementally so active agents were never disrupted mid-cycle. I worked directly with operations leads to learn how agents actually behave under time pressure, and let that, not a style guide, decide what got simplified and what had to stay explicit.

What this built

• A faster, clearer agent experience for high-volume workflows. Agents spent less time navigating the system and more time resolving issues on first call.
• Reusable UI patterns for future expansion. The design system and rule-driven display logic built during this engagement gave the team a foundation to extend to other servicing workflows.
• An org-wide shift in how service tooling was conceived. The engagement helped move the conversation from maintaining legacy systems to proactively investing in agent experience as a service quality lever.