SPM, or Servicing Portfolio Management, is an internal product that generates reports based on loan servicing data. SPM belongs to the network of other SitusAMC products that create robust solutions for the secondary mortgage market.
Company
Situs AMC www.situsamc.com
Product
SPM (Servicing Portfolio Management) for internal use
Problem
SitusAMC has about 12 different digital products that do not have a consistent design. Also, the products serve strictly utilitarian purposes, so user experience was never a priority. After releasing products to the clients, the company realized the importance of user experience due to a longer-than-expected training process.
My Role
User Interface Designer
User Experience Designer
User Research
The primary methodology for the research was user interviews and expert evaluation. All users were interviewed, and a thorough page-by-page analysis was performed. The pain points extracted:
- Discrepancies between the same pages in different applications
- Inconsistent design between applications
- Usability imperfections
- Outdated folder management
- No dashboard
User Journey
Mockups
Future Outcomes
After the implementation of the design changes, the potential impact will be:
- Reduced cognitive load when using several applications
- Up to 10% increase in user productivity
- Up to 5% increase in accuracy
- Reduced training time
- Increased job satisfaction