Redfin Document Workspace
Mortgage is document heavy. Our loan processors deal with hundreds of documents a day. How might we help them triage and edit documents easier without leaving Lender Tools?
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Redfin's loan origination system, Lender Tools, intakes and generates all the documents required for pre-approval, underwriting, and closing from customers, vendors, and investors. Yet, document merging was a functionality missing in our tools that processors had to rely on third party software to accomplish. This project not only added merging functionality to document workspace, but also integrated and revamped document workspace in Lender Tools to significantly saves loan processors' time by at least 10 minutes on each loan and eliminated the expensive cost on external document editing software.
Time
Q2 2020
Team
Yuchen Tong
Felicia Deng (PM)
Mo Bhuiyan (Dev)
Stakeholder
Transection Efficiency Team
My Role
User research, interaction design, visual design
Add merging functionality, never leave Lender Tools.
Reduce cost on third party software
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Processor working on Nitro Pro
Documents uploaded by borrowers, third party vendors and processors themselves, would be reviewed and triaged in document workspace by loan processors. Yet, those documents may come in as individual pages or images. One specific document SSA-89, requires wet signature and almost come in with only the signature page all the time that processors have to combine them in document editor. We investigated those use cases and developed a robust document merge mode to work with other existing functionality in DW, so we don't have to rely on third party software.
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Document Workspace: reorder documents
Document Workspace: reorder pages
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Consolidate 3 versions of document workspace into one.
A unified workspace for everything documents
New Document Workspace
Old Document workspace
Document extractor
Document exporter
There were different entry points to different document workspaces in Lender Tools. We wanted to create one unified place for document review, intake, edit, triage and export.
Make it a pleasant experience.
Better visual and content hierarchy
Clean & organized left rail
We changed the look and feel of left rail to improve accessibility and aesthetics. We conducted user research to understand the reasonable categorization and order of the documents on left rail. We also enabled adding documents into workspace directly from computer or Lender Tools to significantly simplify the process.
Concise & actionable right pane
Based on user research, we removed unnecessary fields and embedded quick actions that used to scatter in other places into right pane, making it a truly one-stop document experience.
Scalable tool bar
We introduced the toolbar on top to expose important document information and actions. Its scalability made it a common component later used across our Internal products.
