"You're doing an amazing job! Thanks a million for coming in and making such a positive impact. Feedback from the clients has been super positive. You go girl!!!"
Biz/Org
Mr. Cooper
Year
2018
Real Estate
Enterprise Tools
Product Overview
Mr. Cooper’s servicing agents relied on a legacy interface to handle mortgage inquiries. I worked across business, design, and tech to define a scalable replacement.
Embedded as PM with Pivotal Labs to co-deliver the redesign.
Facilitated cross-functional alignment on workflows and business rules.
Balanced compliance constraints with usability.
Reimagined agent workflows, reducing friction in high-volume environments.
Focused on phased rollout to manage complexity.
Product Goals
How might we help agents resolve servicing issues with confidence, speed, and clarity?
Reverse mortgage servicing was slowed by a dated UI and complex process trees. Our goal was to make essential workflows faster without compromising legal and compliance needs.
Replace the legacy system without disrupting active agents.
Support use cases like payment histories, escrow questions, and deceased owner death certificates.
Improve first-call resolution rates and reduce escalations.
Ensure usability under real-time pressure.
Challenges
Deep mortgage-specific business logic.
Legacy platform entanglement.
Multiple internal users with differing mental models.
Tight launch deadlines and phased changeover requirements.
Solutions
Delivered MVP workflows tied to high-volume tasks.
Defined reusable UI patterns across key functions.
Created rule-driven display logic to streamline complexity.
Partnered with operations leads to inform training and change management.
Outcome & Impact
Reduced servicing time for key flows.
Increased agent clarity and reduced support training overhead.
Set foundation for future UX improvements.
Helped shift org mindset from reactive support to proactive service.
