Case Study
Undeliverable Documents Verification Process.
Lead UI/UX Designer, Wireframing,
Prototyping, Brand Application
Adobe XD, Adobe Photoshop, Adobe Illustrator,
Wordpress, Microsoft Teams, Pencil & Paper
Two Month Timeline
Overview
The project’s primary objective was to reduce the time it took to verify loan documentation before a buyer could finalize a purchase. The existing manual process required reviewers to inspect every uploaded document, resulting in delays, human error, and significant operational costs.
What was the issue at hand?
Before the redesign, the document verification process was entirely manual. Reviewers had to open and inspect each file to ensure the correct documents were present before a loan could be sold. This process could take several hours per loan, creating bottlenecks and frustrating both buyers and sellers.
Research & Insights
To understand user needs, we gathered input from multiple financial institutions and mortgage brokers. The research revealed a shared priority: speed and accuracy. Users wanted a clear, automated process that would notify them of missing or incorrect documents without manual oversight.
Key insights
- Users were unsure of document requirements during uploads.
- Lack of progress visibility created uncertainty and repeated submissions.
- Buyers needed confidence that verified files met their preset purchase criteria.
Design Process
Starting with the existing website, I used established design elements to maintain consistency while introducing new workflow components for the automated document verification feature.
Steps Taken
1. Wireframing: Mapped the new end-to-end workflow for document upload, AI scanning, error handling, and success confirmation.
2. Flow Design: Defined the logic for checks and balances — what happens when files meet or fail criteria.
3. Visual Design: Built high-fidelity mockups illustrating document categorization, error states, and success screens.
4. Design System Integration: Extended existing UI components for scalability and future use cases.
This new system allowed the AI to automatically scan and categorize uploaded documents, match them against preset buyer requirements, and notify all parties of the status in real time. Missing files triggered a clear, actionable alert with a direct upload prompt.
Results
The redesigned workflow reduced document proof and review time from over three hours to thirty minutes or less . The automation not only improved efficiency but also created transparency and confidence between buyers and sellers.
Feedback from financial partners was overwhelmingly positive, noting that the system “dramatically simplified” what was once the most time-consuming part of the loan purchase process.
Reflection
This project deepened my understanding of the financial loan trading process and the complexities behind regulatory documentation.
If I could revisit the project, I’d allocate more discovery time upfront to better understand industry-specific terminology and compliance nuances — ensuring design choices align even more closely with financial workflows.
Impact Summary
Impact Summary
- Review cycle time reduced by 80%
- Improved user confidence and system transparency
- Established scalable patterns for document verification and messaging workflows
Key Takeaway
Key Takeaway
Designing for automation doesn’t mean removing the human touch — it means making complex systems feel intuitive, transparent, and efficient for all users involved.