Bank employees need to manage loans

The existing method for loan officers to create and manage loans required them to use several individual tools that required a lot of training. This unorganization caused a lot of frustration for employees as well as loan applicants.

To address this challenge, these processes were moved to the Salesforce platform, allowing everything to be managed in one place. Over several months, I designed experiences to handle the complexities of the loan process, such as adding collateral, including co-borrowers, and ensuring compliance with all regulatory requirements.

Working within Salesforce comes with certain design constraints. To create an intuitive experience, I first needed to understand what loan officers aimed to accomplish—for example, gathering all the required information for a collateral item. Then, using an understanding of what is possible with salesforce tools like Omniscripts, Flexcards, and Lightning Web Components, I then designed solutions that prioritized user needs while remaining realistic in terms of development effort.