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The Challenge

To develop a hassle free and paperless mortgage application for loan officers as part of the MVP. There is no other single platform which has such a comprehensive suite of solutions that have been delivered. At Inflooens we aimed at providing a comprehensive suite of business applications for the retail mortgage industry built on the Salesforce Lightning Design System. The vision was to launch a mortgage CRM as an MVP, which will eventually extend into middle and back office functions of the industry.

Key Objectives

1

Creating a custom application design as per each users' business needs.

2

Creating a highly effective and transparent loan process.

3

To create design solution which seamlessly integrates capabilities of multiple platforms currently used for an end-to-end loan procedure.

4

To augment a best-in-class customer experience which clients receive in-person, with a vastly improved digital offer.

The Approach

1

The first step towards achieving our goal was to conduct in-depth research to understand current issues faced by both the staff and the end customers to help us define a road map for the future phases.

2

We worked in Agile sprints to gain quick feedback resulting in faster delivery with richer user experience.

3

Creating a design strategy and language which will result in a rich user experience to ensure increased productivity, revenue maximization, increased referral network, and life long trusted client and partner relationship.

4

Breaking the stereotypes around B2B products by delighting the users with easy to find actionable items.

Few slides showing the parts of design journey.

Result and Impact

Inflooens now has a bespoke CRM platform built on Salesforce. The new design solution brought about the best in user experience with considerations for micro interactions between internal and external user personas.

The user experience design strategy had address business problems such as lacklustre client and partner relationship management; nonexistent transparency of client and loan journey with seamless handshakes across all personas; high costs of managing multiple IT systems; poor coordination and process inefficiencies for a highly operations based business process.