The design process began with comprehensive user research, including 61 customer interviews across different loan types and technology comfort levels. Insights from these interviews, along with heuristic evaluation and analysis of user behavior, highlighted critical pain points in navigation, document access, and mobile usability. Personas were created to represent the diverse customer base and to guide empathy-driven ideation.
Using these findings, the portal's information architecture was restructured for clarity and simplicity. Key user flows were mapped and iteratively refined to ensure seamless access to loan details, easy document downloads, and intuitive service requests. Prototype designs were then validated through user testing sessions, with feedback used to further optimize mobile responsiveness, action visibility, and overall task efficiency.