Maxwell Case Study
MORTGAGE TECHNOLOGY · PRODUCT DESIGN
Making it easier to complete a mortgage application.
I redesigned Maxwell’s Point of Sale system to give borrowers clearer steps and help loan officers keep applications moving with less manual paperwork.
PROBLEM
A complex process made a big decision harder.
The original POS was slow, outdated, and difficult to navigate. Borrowers dropped out while loan officers spent too much time on paperwork and repeated data entry.
- Difficult navigation
- Manual work
- Inconsistent communication
- Unclear security messaging
APPROACH
Understand both sides of the mortgage process.
I focused on everyday tasks such as uploading documents, checking application status, verifying information, and helping loan officers process applications.
01
Market research
Benchmark established mortgage POS patterns.
02
User interviews
Understand borrowers, brokers, and loan officers.
03
Test and refine
Validate navigation, workflows, and task completion.
APPROACH · MARKET RESEARCH
Learn from other mortgage platforms.
I reviewed Ellie Mae’s Encompass and other industry platforms to understand application structure, document handling, and lender workflows.
APPROACH · USER INTERVIEWS
Paperwork was not the only source of friction.
Users described repeated tasks, long response times, and inconsistent updates that made the process feel slow and uncertain.
01
Reduce repetition
Remove avoidable paperwork and data entry.
02
Clarify timing
Help users know when to act.
03
Show progress
Make application status visible.
APPROACH · USER PERSONA
Borrowers and loan officers needed different kinds of help.
Borrowers needed guidance and confidence. Loan officers needed streamlined workflows, verification, and synchronized loan data.
APPROACH · USER JOURNEY
Break the application into manageable steps.
The redesigned journey moves from account creation and QuickApply through personal details, assets, legal questions, and final review.
01
Start
Create an account and explain consent.
02
QuickApply
Reduce typing with prefilled information.
03
Details
Collect personal and loan information.
04
Review
Check answers before submitting.
SOLUTION
Show borrowers what to do and why it matters.
A persistent step list, focused task panels, clear explanations, mobile access, automation, document verification, and eSign reduce effort without hiding context.
01
Visible progress
Keep the full journey in view.
02
Workflow automation
Reduce repetitive work for loan officers.
03
Verification and eSign
Make document handling faster and more secure.
RESULTS
Faster closures and less paperwork.
01
30%
Faster loan closures
02
50%
Increase in mobile usage
03
25%
Higher loan volume
KEY LEARNINGS
Design around the work people need to finish.
01
Mobile first
Borrowers and officers need access on the go.
02
Simple automation
Automation should reduce work without hiding progress.
03
Keep testing
User feedback keeps decisions grounded.
NEXT STEPS
Expand the platform without adding complexity.
Explore additional third-party integrations, regional compliance, localization, and continued usability testing.