Lendi Group
Improving Data and Efficiency on Lendi Group’s Broker Platform
Introduction
Lendi Group is a leading mortgage broker in Australia, offering loan products through its three brands. As the sole Product Designer in my cross-functional team, I led the end-to-end design and discovery process for a project focused on improving the accuracy and processing efficiency of credit data on the Lendi Group platform.
COMPANY:
Lendi Group
MY ROLE:
Senior Product Designer
PROJECT TEAM:
Product Manager, BA, QA, Principal Engineer and 4x Software Engineers
Below you’ll find a brief overview of the project, the bulk of this information has been redacted due to IP and data sensitivity.
Design Thinking Process
For this project, I chose to use the Triple Diamond process (by Zendesk) as it allowed us to take a holistic approach to problem-solving, from understanding user needs to delivering a solution that solves their problems and iterating on it.
Problem Discovery
Through user research and stakeholder interviews, we discovered that a significant proportion of applications were being delayed due to the need for additional information from customers, resulting in MIRs (More Information Required) post-STL (Submit to Lender).
Problem Definition
To address this issue, my PM & I set out to improve the accuracy of data and streamline the overall processing efficiency for both Broker and Client Solutions Specialist (CSS).
Solution Discovery
Using the insights and feedback gathered, I ran an ideation workshop with my cross-functional team and other key stakeholders. Together, we explored different ideas for improving the accuracy and processing efficiency of credit data.
Solution Validation
I developed an MVP Prototype that included a new CTA to trigger a comparison check of liabilities entered against opened accounts within credit data, along with other features that helped pre-populate data. These solutions were validated via usability testing, NPS and SUS scoring, changes made, then moved to build.
- An overall SUS Score of 85.5 was achieved
- Multiple features introduced scored a NPS of 100. With a combined average being 72.
Initial Release
We launched an Early Access Program with a small group of test brokers to validate the MVP and gather feedback.
General Release
Following the successful pilot, we released the feature to all brokers across Lendi Group Brands. We provided training and support to ensure that all brokers and CS were comfortable using the new process.
Overall, the implementation of this new feature was successful, leading to a better experience for customers, faster loan approvals, and a reduction in errors and delays in the application process.
