The Journey at a Glance
Pain Points
Client History
Mortgage retention officers often struggle with a lack of unified client history, making it challenging to track down previous interaction.
Pain Relief
Lendz.ai keeps all client account activity, emails, and chat history in one centralized place — making it easy to pick up where anyone left off. Unlike traditional CRMs, data is tied to the account, not just the retention officer.
Too Many Tools
Pain Relief
Lendz.ai Assistant automatically knows which page you’re on, so you don’t have to repeat account details — saving time and reducing friction.
Ask questions in plain language — no complex tools needed. Every conversation is logged to the account’s history for full transparency and easy follow-up.
Manual Work
Manual tasks take up significant time, leaving less room to focus on personalized borrower retention strategies.
Pain Relief
Lendz.ai automatically listens during client conversations and generates instant meeting notes and summaries for the mortgage retention officer.
Notes are saved directly to the account history, eliminating manual entry and ensuring accurate, consistent records every time.
Planning
Sketch
Using Google’s Design Sprint method, the Venture team and I ran a Crazy 8s sketching session to rapidly explore ideas. We defined each screen’s purpose using sticky notes, created modal effects in Figma to enhance clarity, and used Mural to vote on preferred concepts.
Lo-Fi Wireframe
Using the sketches as a reference, I created wireframes of key screens in Canva for a client presentation the following day. Since components were undecided, placeholders were added as temporary elements.
UX Workshop
Using Mural, the team provided feedback and suggestions on the wireframes. I worked closely with the client to understand business needs and the role of mortgage retention officers in the process.
High-Fidelity Design
Planning
Final UX Workshop
After finalizing the designs, I uploaded them to Mural for client approval of the user flow. Over time, the prototype expanded to three complete flows for most likely scenarios, which were later used for user testing and investor presentations.
Prototype
I created multiple prototype flows — including mid-term at-risk, mortgage renewal, campaign, and manager dashboards — to test with mortgage retention officers. We iterated based on real user feedback to refine the experience and address specific needs.
Key Takeaway
