Bridging AI & User Trust in Mortgage Underwriting
Bridging AI & User Trust in Mortgage Underwriting
My journey balancing automation, transparency, and user trust
4.56/5
achieved a high user satisfaction score
4.56/5
achieved a high user satisfaction score
30%
cut design implementation time with a detailed design system
30%
cut design implementation time with a detailed design system
5%
designed an intuitive interface — only 5% of new users needed support
5%
designed an intuitive interface — only 5% of new users needed support
W
hen I joined this project, I brought over five years of experience working with European banks, but adapting to the US mortgage system was a whole new challenge. Unlike in Europe, where processes are more streamlined, US mortgage underwriting was slowed down by legacy systems and complex regulations.
My job was to design an intuitive, AI-powered tool that not only simplified workflows but also built user trust and ensured compliance with FHA, VA, Fannie Mae, and Freddie Mac standards.
Note: I’ve chosen not to mention the company’s name so the spotlight stays on the work and design process instead of brand associations.
W
hen I joined this project, I brought over five years of experience working with European banks, but adapting to the US mortgage system was a whole new challenge. Unlike in Europe, where processes are more streamlined, US mortgage underwriting was slowed down by legacy systems and complex regulations.
My job was to design an intuitive, AI-powered tool that not only simplified workflows but also built user trust and ensured compliance with FHA, VA, Fannie Mae, and Freddie Mac standards.
Note: I’ve chosen not to mention the company’s name so the spotlight stays on the work and design process instead of brand associations.
W
hen I joined this project, I brought over five years of experience working with European banks, but adapting to the US mortgage system was a whole new challenge. Unlike in Europe, where processes are more streamlined, US mortgage underwriting was slowed down by legacy systems and complex regulations.
My job was to design an intuitive, AI-powered tool that not only simplified workflows but also built user trust and ensured compliance with FHA, VA, Fannie Mae, and Freddie Mac standards.
Note: I’ve chosen not to mention the company’s name so the spotlight stays on the work and design process instead of brand associations.
01/12
01/12
Project Scope & Background
Project Scope & Background
The mortgage industry is full of inefficiencies — underwriters spend hours sifting through documents, cross-checking numbers, and manually calculating income. The process is slow, tedious, and prone to errors, driving up costs and frustration.
The mortgage industry is full of inefficiencies — underwriters spend hours sifting through documents, cross-checking numbers, and manually calculating income. The process is slow, tedious, and prone to errors, driving up costs and frustration.
Our goal was to automate and streamline mortgage underwriting process by designing an AI-powered system that:
Our goal was to automate and streamline mortgage underwriting process by designing an AI-powered system that:
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1
1
Extracts and structures financial data
Extracts and structures financial data
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2
2
Automates income calculations
Automates income calculations
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3
3
Links AI-generated results to original sources
Links AI-generated results to original sources
I joined early, shaping the product through four major transformations. The goal remained the same: keep it simple, intuitive, and user-friendly.
I joined early, shaping the product through four major transformations. The goal remained the same: keep it simple, intuitive, and user-friendly.
Cutting 2.5 hours of tedious document reviews down to just 5 minutes seemed like an ambitious goal — until we made it a reality :)
Cutting 2.5 hours of tedious document reviews down to just 5 minutes seemed like an ambitious goal — until we made it a reality :)
Cutting 2.5 hours of tedious document reviews down to just 5 minutes seemed like an ambitious goal — until we made it a reality :)
02/12
02/12
Market Statement
Market Statement
The $1.7 trillion U.S. mortgage market is the largest in the world, but also one of the least efficient. Approval processes stretch 45–60 days, involve 50+ touchpoints, and origination costs have climbed to over $11,600 in 2023.
The $1.7 trillion U.S. mortgage market is the largest in the world, but also one of the least efficient. Approval processes stretch 45–60 days, involve 50+ touchpoints, and origination costs have climbed to over $11,600 in 2023.
20+ days
underwriting time
45+ days
origination time
20+ days
underwriting time
45+ days
origination time
20+ days
underwriting time
45+ days
origination time
Origination costs have nearly tripled since 2009
Origination costs have nearly tripled since 2009
Origination costs have nearly tripled since 2009
* Source: Mortgage Bankers Association (MBA) Performance Report
* Source: Mortgage Bankers Association (MBA) Performance Report
* Source: Mortgage Bankers Association (MBA) Performance Report
03/12
03/12
Our product disrupts inefficiencies in mortgage underwriting.
Our product disrupts inefficiencies in mortgage underwriting.
A game-changer
A game-changer
in reducing costs and processing time.
in reducing costs and processing time.
And it doesn’t just cut costs — it also boosts underwriters’ productivity, increasing output from 3 to 20 loans per day
And it doesn’t just cut costs — it also boosts underwriters’ productivity, increasing output from 3 to 20 loans per day
04/12
04/12
My Role
As the Lead UI & UX Designer, I was responsible for ensuring the platform was intuitive, efficient, and aligned with real-world mortgage workflows. My key contributions included:
As the Lead UI & UX Designer, I was responsible for ensuring the platform was intuitive, efficient, and aligned with real-world mortgage workflows. My key contributions included:
User-Centric Research
User-Centric Research
User-Centric Research
Conducted interviews with mortgage professionals to uncover inefficiencies and define user needs.
Conducted interviews with mortgage professionals to uncover inefficiencies and define user needs.
Strategic UI Decisions
Strategic UI Decisions
Strategic UI Decisions
Balanced user expectations with AI automation, ensuring familiarity while enhancing efficiency.
Balanced user expectations with AI automation, ensuring familiarity while enhancing efficiency.
High-Fidelity Designs
High-Fidelity Designs
High-Fidelity Designs
Created polished layouts that aligned business goals, technical feasibility, and usability.
Created polished layouts that aligned business goals, technical feasibility, and usability.
Cross-Functional Collaboration
Cross-Functional Collaboration
Cross-Functional Collaboration
Worked closely with the CEO, analysts, and developers to align design with business goals and technical constraints.
Worked closely with the CEO, analysts, and developers to align design with business goals and technical constraints.
Design System Implementation
Design System Implementation
Design System Implementation
Built a structured component library to streamline development and maintain UI consistency.
Built a structured component library to streamline development and maintain UI consistency.
International Collaboration
International Collaboration
International Collaboration
Managed cross-timezone workflows, optimising meeting schedules and async communication.
Managed cross-timezone workflows, optimising meeting schedules and async communication.
05/12
05/12
Research
Research
User Interviews
User Interviews
User Interviews
Spoke with 15 mortgage professionals to identify pain points and guide design decisions.
Spoke with 15 mortgage professionals to identify pain points and guide design decisions.
Competitor Analysis
Competitor Analysis
Competitor Analysis
Reviewed tools like Candor, Gateless, and Indecomm to pinpoint inefficiencies and areas for improvement.
Reviewed tools like Candor, Gateless, and Indecomm to pinpoint inefficiencies and areas for improvement.
Task Analysis
Task Analysis
Task Analysis
Identified bottlenecks in manual underwriting processes.
Identified bottlenecks in manual underwriting processes.
Key Insights
Key Insights
1
Overloaded interfaces hurt efficiency
Overloaded interfaces hurt efficiency
Many competitor tools displayed excessive, irrelevant data, making navigation slow and confusing.
Many competitor tools displayed excessive, irrelevant data, making navigation slow and confusing.
Overloaded interfaces hurt efficiency
Many competitor tools displayed excessive, irrelevant data, making navigation slow and confusing.
2
Users preferred table-based workflows
Users preferred table-based workflows
Any drastic UI changes risked rejection, highlighting the need for a more familiar yet optimised approach.
Any drastic UI changes risked rejection, highlighting the need for a more familiar yet optimised approach.
Users preferred table-based workflows
Any drastic UI changes risked rejection, highlighting the need for a more familiar yet optimised approach.
3
Trust and explainability were key factors
Trust and explainability were key factors
AI-generated reports require traceability and heuristic transparency, allowing users to validate them.
AI-generated reports require traceability and heuristic transparency, allowing users to validate them.
Trust and explainability were key factors
AI-generated reports require traceability and heuristic transparency, allowing users to validate them.
06/12
06/12
Challenges & Solutions
Challenges & Solutions
Challenge 1:
Users relied on Excel-based workflows or outdated software, sacrificing efficiency and accuracy.
Excel-Based Workflows:
Solution:
I designed a modern yet familiar interface, maintaining spreadsheet-like interactions to ease adoption while enhancing clarity and trust.
Explore the final UI implementation in the Final UI & Design section
Challenge 1:
Users relied on Excel-based workflows or outdated software, sacrificing efficiency and accuracy.
Excel-Based Workflows:
Solution:
I designed a modern yet familiar interface, maintaining spreadsheet-like interactions to ease adoption while enhancing clarity and trust.
Explore the final UI implementation in the Final UI & Design section
Challenge 1:
Users relied on Excel-based workflows or outdated software, sacrificing efficiency and accuracy.
Excel-Based Workflows:
Solution:
I designed a modern yet familiar interface, maintaining spreadsheet-like interactions to ease adoption while enhancing clarity and trust.
Explore the final UI implementation in the Final UI & Design section
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Challenge 2:
AI-generated results lacked trust.
Solution:
Developed an Explainable AI (XAI) approach to enhance model interpretability and build user trust:
Clarified AI decision logic by exposing the full chain of calculations.
Integrated direct source document linking, enabling manual verification and reducing uncertainty.
Explore the final UI implementation in the Final UI & Design section
Challenge 2:
AI-generated results lacked trust.
Solution:
Developed an Explainable AI (XAI) approach to enhance model interpretability and build user trust:
Clarified AI decision logic by exposing the full chain of calculations.
Integrated direct source document linking, enabling manual verification and reducing uncertainty.
Explore the final UI implementation in the Final UI & Design section
Challenge 2:
AI-generated results lacked trust.
Solution:
Developed an Explainable AI (XAI) approach to enhance model interpretability and build user trust:
Clarified AI decision logic by exposing the full chain of calculations.
Integrated direct source document linking, enabling manual verification and reducing uncertainty.
Explore the final UI implementation in the Final UI & Design section
&
&
&
Challenge 3:
Time zone differences impacted collaboration.
Solution:
I adapted workflow to async-friendly communication:
Deep work during early hours before the US team came online.
Meetings scheduled in the evening for better sync.
Miro & Slack recaps to document discussions and decisions.
Challenge 3:
Time zone differences impacted collaboration.
Solution:
I adapted workflow to async-friendly communication:
Deep work during early hours before the US team came online.
Meetings scheduled in the evening for better sync.
Miro & Slack recaps to document discussions and decisions.
Challenge 3:
Time zone differences impacted collaboration.
Solution:
I adapted workflow to async-friendly communication:
Deep work during early hours before the US team came online.
Meetings scheduled in the evening for better sync.
Miro & Slack recaps to document discussions and decisions.
07/12
07/12
Process
Design
Design
Process
Design
Design
Process
Design
Design
Process
Design
Design
Process
Design
Design
Ideation
I collaborated with Product, Analysts, and the Head of Underwriting and AI to map key interactions and explore early wireframes and user flows in Miro.
I collaborated with Product, Analysts, and the Head of Underwriting and AI to map key interactions and explore early wireframes and user flows in Miro.
Early & Rejected versions of UI
The product evolved from a document-sharing messenger to a structured underwriting tool, with each shift requiring an interface redesign for functionality, scalability, and business alignment.
The product evolved from a document-sharing messenger to a structured underwriting tool, with each shift requiring an interface redesign for functionality, scalability, and business alignment.
Prototyping & Testing
Each design iteration was rigorously tested to ensure it met user needs and business objectives. We explored multiple approaches, validating concepts through prototypes and refining the interface based on feedback. This process helped shape a UI that balances efficiency, clarity, and compliance.
Each design iteration was rigorously tested to ensure it met user needs and business objectives. We explored multiple approaches, validating concepts through prototypes and refining the interface based on feedback. This process helped shape a UI that balances efficiency, clarity, and compliance.
From Iterations to Implementation
With each iteration, we refined not only the concept and the interface but also how users interact with AI-driven insights.
Once we had a clear direction, we shaped the user journey—ensuring seamless data flow, transparency, and trust at every step.
With each iteration, we refined not only the concept and the interface but also how users interact with AI-driven insights.
Once we had a clear direction, we shaped the user journey—ensuring seamless data flow, transparency, and trust at every step.
Customer Journey Timeline
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1
Upload Data
Users upload financial documents — income statements, bank records, and supporting files.
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2
AI Processing
The system extracts key data, classifies documents, and calculates income automatically.
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3
Notification & Review
Once processing is complete, users receive a notification and can review results instantly.
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Detailed Breakdown
Users explore AI-generated reports, verifying calculations step by step.
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5
Explainable AI
AI Transparency & Document Linking
Each data point links to its source document, ensuring full traceability and trust.
08/12
08/12
Final UI & Design
Final UI & Design
I designed a minimalist interface that balances trust, familiarity, and innovation, focusing on typography, whitespace, and hierarchy.
I designed a minimalist interface that balances trust, familiarity, and innovation, focusing on typography, whitespace, and hierarchy.
Interactive UI Walkthrough
Interactive UI Walkthrough
Available Soon
Available Soon
Micro-Optimisations
Reducing Visual Clutter
Dimmed non-critical columns to improve readability and reduce distractions.
Ensuring Numeric Consistency
Used monospaced numbers for better alignment, making comparisons more accurate.
Optimising Data Alignment
Text is left-aligned for readability, while numbers are right-aligned for easy comparison.
Modernising the Familiar
Modernising the Familiar
Users were familiar with Excel workflows. Instead of a radical change, we modernised the experience — keeping it intuitive and efficient. The system adapts to various data structures, ensuring clarity in underwriting tasks.
Users were familiar with Excel workflows. Instead of a radical change, we modernised the experience — keeping it intuitive and efficient. The system adapts to various data structures, ensuring clarity in underwriting tasks.
Design System
Design System
Worked closely with developers to build a comprehensive component library, ensuring UI consistency and cutting development time by 30%.
Worked closely with developers to build a comprehensive component library, ensuring UI consistency and cutting development time by 30%.
More Screens
09/12
09/12
Brand & Marketing
Brand & Marketing
Brand Identity
Under my direction, we developed a cohesive visual identity in collaboration with a contractor, establishing a well-balanced colour palette, modern sans-serif typography, logo, and branding assets.
Under my direction, we developed a cohesive visual identity in collaboration with a contractor, establishing a well-balanced colour palette, modern sans-serif typography, logo, and branding assets.
A glimpse into the brand guidelines — showcasing key elements like typography, colours, and iconography:
A glimpse into the brand guidelines — showcasing key elements like typography, colours, and iconography:
Website
I played a key role in designing a clean, conversion-focused marketing website that effectively communicates the product’s vision and resonates with its audience.
I played a key role in designing a clean, conversion-focused marketing website that effectively communicates the product’s vision and resonates with its audience.
Presentations
Clear communication was essential for trust and adoption. I helped craft structured decks for investors, internal teams, and onboarding, highlighting AI transparency, compliance, and product value. External presentations reinforced brand identity and market positioning, ensuring a cohesive narrative for clients and partners.
Clear communication was essential for trust and adoption. I helped craft structured decks for investors, internal teams, and onboarding, highlighting AI transparency, compliance, and product value. External presentations reinforced brand identity and market positioning, ensuring a cohesive narrative for clients and partners.
A selection of slides from investor and product presentations, designed for clarity and impact:
A selection of slides from investor and product presentations, designed for clarity and impact:
10/12
10/12
Results
Results
User Satisfaction
User Satisfaction
User Satisfaction
Delivered a customer satisfaction score of 4.56/5, exceeding the target of 4.0.
Delivered a customer satisfaction score of 4.56/5, exceeding the target of 4.0.
Support Queries
Support Queries
Support Queries
Interface-related support queries were 83% lower than expected. Only 5% of new users needed support.
Interface-related support queries were 83% lower than expected. Only 5% of new users needed support.
Time Efficiency
Time Efficiency
Time Efficiency
The redesigned workflow significantly reduced cognitive friction, optimising task efficiency and slashing underwriting review time from 2.5 hours to just 5 minutes.
The redesigned workflow significantly reduced cognitive friction, optimising task efficiency and slashing underwriting review time from 2.5 hours to just 5 minutes.
11/12
11/12
Takeaways
Takeaways
Developed expertise in designing for compliance-heavy industries, aligning UI/UX with FHA, VA and Fannie Mae, regulations.
Developed expertise in designing for compliance-heavy industries, aligning UI/UX with FHA, VA and Fannie Mae, regulations.
Improved my ability to balance innovation with user expectations.
Improved my ability to balance innovation with user expectations.
Strengthened collaboration skills by working with cross-functional teams.
Strengthened collaboration skills by working with cross-functional teams.
Boosted my international collaboration skills by effectively coordinating with the US and other teams, managing up to an 8-hour time difference to ensure seamless progress.
Boosted my international collaboration skills by effectively coordinating with the US and other teams, managing up to an 8-hour time difference to ensure seamless progress.
12/12
12/12
Case Built With
Framer
Framer
Sketch
Sketch
Figma
Figma
Pixelmator Pro
Pixelmator Pro
Final Cut Pro
Final Cut Pro
ChatGPT
ChatGPT
Grok
Grok
Pika
Pika
PS!
PS!
PS!
This case study focuses on the UI/UX side of the project, but the real magic happened behind the scenes. My amazing colleagues went through thousands of pages of Fannie Mae and Freddie Mac guidelines, turning them into clear rules for the AI system. They carefully checked every decision the system made to ensure accuracy and compliance.
Without their expertise, this product wouldn’t exist. The interface is just the visible layer of an immense effort. The best compliment to their work? Most of it remains invisible — because everything just works.
Arsène
This case study focuses on the UI/UX side of the project, but the real magic happened behind the scenes. My amazing colleagues went through thousands of pages of Fannie Mae and Freddie Mac guidelines, turning them into clear rules for the AI system. They carefully checked every decision the system made to ensure accuracy and compliance.
Without their expertise, this product wouldn’t exist. The interface is just the visible layer of an immense effort. The best compliment to their work? Most of it remains invisible — because everything just works.
Arsène
This case study focuses on the UI/UX side of the project, but the real magic happened behind the scenes. My amazing colleagues went through thousands of pages of Fannie Mae and Freddie Mac guidelines, turning them into clear rules for the AI system. They carefully checked every decision the system made to ensure accuracy and compliance.
Without their expertise, this product wouldn’t exist. The interface is just the visible layer of an immense effort. The best compliment to their work? Most of it remains invisible — because everything just works.
Arsène