Ascent LOS Evolution: Where Loan Origination Meets Innovation

I spearheaded UX and redesign efforts for the Ascent Loan Origination System in close collaboration with executive, product, and marketing teams. This was crucial, considering the LOS's central role in enhancing lending process efficiency. Under my leadership, we achieved significant improvements in the LOS, enhancing efficiency, usability, conversions, consistency, and user satisfaction for millions of users.

My leadership involved:

 
 

  • Leading the UX /Design Team

  • User Research

  • Information Architecture

  • Wireframing & Prototyping

 

  • Branding

  • Visual Design

  • Usability Testing

  • Project Management

 
 

** Due to confidentiality reasons, process and research documentation could not be shared.

 
 

Designing a Better Lending Experience

The Ascent LOS acts as a central hub for various loan tasks, from college and bootcamp loan applications to credit analysis, underwriting, documentation, and approval. Its main goal is to improve loan processing efficiency and enhance the borrower's experience while ensuring legal and regulatory compliance.

Key functions include:
Application intake, credit scoring and analysis, underwriting, document management, workflow automation, communication and reporting and analytics.

 
 
 

60%

CONVERSION INCREASE

 

25%

REDUCTION IN SUPPORT CALLS

 

+ 25%

TAKE RATE YOY

 
 

The Problem

We pinpointed many issues with the previous Loan Origination System (LOS) and brand, which included confusing user interfaces and application processes, a lack of mobile responsiveness, subpar visual design, inconsistent branding, and a lack of clarity.

 
 
 
 

A Reimagined Solution

A complete upgrade. After in-depth research and extensive user testing, we overhauled the loan application process, transforming it into a sleek four-step flow that offers users a single question on each screen, accompanied by essential tips for a user-friendly experience. Additionally we designed a user dashboard & task system to simplify loan management and build trust with users.

 
 
 
 

Single Question Application Flow

We found that using a one-question-per-screen approach has many benefits:

 

  • Reduced Cognitive Load: Focuses users on one question at a time, enhancing comprehension and accuracy.

  • Clear Progression: Users track their progress, feeling a sense of accomplishment and better understanding the process.

  • Minimized Errors: Users are less likely to make input errors or overlook important fields, as they can concentrate on each task individually.

  • Enhanced Mobile Usability: Eliminates extensive scrolling, offering a touch-friendly experience.

  • Improved Focus: Users can give their full attention to each question, which can lead to more accurate and well-considered responses.

  • User Engagement: The step-by-step approach encourages users to progress naturally, reducing the chance they'll abandon the process.

  • Easier Navigation: Users are presented with one clear action at a time, which simplifies the entire process.

  • Data Quality: Splitting the application into smaller sections improves data quality by discouraging rushed form completion.

  • Accessibility: Easier for people with cognitive or attention disabilities because they offer a clear and manageable experience.

  • A/B Testing: Easier testing and iteration to optimize wording, layout, and design, leading to continual improvements in the user experience.

 
 
 

Design Consistency

A user-friendly, efficient and trustworthy environment, benefiting users, developers and the Ascent brand.

 
 
 

Small Screen Big Impact

The responsive design not only enhanced the visual appeal but also removed obstacles that previously hindered mobile users from taking action. The surge in conversions highlights the effectiveness of mobile responsive design in meeting user needs and driving business success.

 
 
 
 

Intuitive User Dashboard

Users can easily monitor their progress, efficiently complete tasks, and take control of their loan management as the redesigned dashboard experience reduces customer inquiries. This user-friendly interface has been crafted based on data, user testing, and valuable customer feedback, ensuring users can manage their journey with ease.