Uploading documents is a required part of the mortgage lending process. There can be more than twenty items needed, and giving the buyer a clear interface is important.
We wanted to run a series of qualitative user tests to answer the question: "How can we improve the doc upload process to make it easier to understand and interact with, thus improving customer satisfaction and compliance, and reducing support requests."
The hypothesis was "that redesigning the document upload feature in the borrower portal will improve functionality for a better user experience, including more clarification around documents needed, successful upload, and items still needed – because the current version is unwieldy."
I built and housed the project in Confluence and exported it to PDF format on Google Drive for this portfolio.