Coordinated 0 to 1 Product Discovery to MVP to help Mr. Cooper specialists better manage their time and attention to reduce expensive loss due to delayed, late, or incorrect loan package HUD submissions

• Single-handedly facilitated an entire client kickoff and discovery process to onboard/train four new product management, design, and engineering consultants alongside five client team members

• Facilitated 15+ stakeholder and loan specialist interviews to gather insights about loan submission packages, processes, and government rules to understand/map current state

• Conducted Design Studio workshop activities to explore ways to make it easier for specialists to know which loan packages require attention and why

• Validated key feature assumptions with clickable prototypes in 10 usability tests with loan specialists to inform useful and delightful priorities for initial MVP workflow

• Crafted outcome-based roadmap for task prioritization algorithm with real-time updates, critical document date management and custom reminders to increase the frequency of complete loan package submission, increase HUD package acceptance (decrease denials) and reduce loss

users: final loan package review specialists

problem: curating 50+ time-sensitive regulatory PDFs for ~100 loans/person to submit to the government is a time-consuming, mundane & error-prone process, and the existing tools made prioritizing work a guessing game

goal: increase loan package accuracy and speed to submission, leading to less crossover loss due to MCA%

specialist outcomes: 

• know exactly which required elements of which loans need their attention first

• view and verify existing documents available to “work” for new loan assignments

• avoid reworking the same documents once they’re marked valid

• track and manage time-sensitive dates along with follow-up dates for external document curation dependencies

product features: 

• loan package exception-level prioritization queue

• pdf preview & match to required document types

• government package criteria validation & expiration date tracking

lesson learned: 

• it can be difficult to shift user mindset away from what they’re used to, even in an effort to streamline their day-to-day activities