Untangling the Loan Process at Arvest

Why this mattered

Arvest is a regional bank with a wide footprint across the Midwest and South, serving both personal and business customers. Behind the scenes, its loan officers were juggling several disconnected tools just to create and manage a single loan. Each tool came with its own learning curve, making training long and painful. The lack of cohesion frustrated not only employees but also the applicants waiting on them.

What I set out to do

The goal wasn’t just to “streamline” a process. It was to give loan officers the confidence to handle everything—from collateral to co-borrowers—without feeling like they were fighting the system. Centralizing the work in Salesforce offered that opportunity, but only if the design could cut through the platform’s complexity.

A glimpse into the design

How I approached it

I started by asking, What does a loan officer actually need to get done? Once I understood that, I mapped those needs against what was possible with Salesforce tools like Omniscripts, FlexCards, and Lightning Web Components. Salesforce isn’t a blank canvas, and it comes with real design constraints. The result was a series of flows and components that respected technical limits but still felt tailored to the people doing the work.

The impact

Instead of navigating a patchwork of systems, officers now had a clear path through the loan process in one place. This project reminded me that “enterprise software” doesn’t have to mean clunky. By respecting both user needs and platform realities, it’s possible to make complex processes feel straightforward.