Small Business Lending
How might we digitize data collection to expedite the underwriting process to relieve Small Business Lending during a global pandemic?
View the workHow might we increase efficiency and conversion rates by creating a client self-service platform to track their transaction property loan applications?
As one of the nation’s leading commercial and multi-family real estate finance providers, KeyBank focuses on building relationships with our clients and offering financing options for short and long-term goals.
As a squad, our goal is to address the end-to-end experience by optimizing the process and automating the input, flow, transaction, and information output. Creating a streamlined and automated process will considerably reduce pain points for both clients and employees.
Our project kick-off included breakout sessions, during which we mapped critical milestones in real estate capital, from prospect opportunities to portfolio management.
We identified critical user flows and utilized sticky notes to highlight steps, systems, pain points, and opportunities. This initial phase laid a solid foundation for strategic innovation and user-centric design.
I partnered with a User Researcher to design an onsite workshop methodology to engage 15 participants, including 5 Prospect Loan Borrowers, 5 Relationship Managers, and 5 Underwriters. The workshop focused on journey mapping and low-fidelity prototyping.
"Time is money, I don't want to miss on a great rate!"
50
Massachusetts
Financial Investor
"I am on the front lines and need to be in the know with our customers and their loan applications."
36
Ohio
Relationship Manager
"I support our relationship manager by being in the know with client information."
26
Texas
Underwriter
Our cross-functional team was structured in a 2-week window to plan an engagement lasting 2-months. This timeframe required that we set up our working agreement quickly.
To reduce the back-and-forth of collecting user requirements to ideate solutions:
While this short-term engagement primarily focused on developing a proof of concept exploration of what this experience can look like, we ultimately informed a new product area for expanding commercial business.
How might we digitize data collection to expedite the underwriting process to relieve Small Business Lending during a global pandemic?
Small Business Lending