Enterprise Broker Digital Experience
VIP enterprise broker accounts at a wholesale mortgage lender experienced the same generic interface as smaller brokers, creating operational friction and an estimated $100–250K/month in unrealized revenue. Delivered user personas, journey maps, and a high-fidelity website and iPhone app prototype.
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Build a digital experience that recognises a broker's tier without the broker having to ask.
Three weeks of stakeholder and broker interviews surfaced a pattern the firm had never seen mapped: VIP brokers were shadowing junior associates on the lender portal because the faster surface didn't exist. The team rebuilt around it.
Personas, journey maps, an iPhone prototype across 24 screens, and a recommendation for tier-segmented routing — handed off to the lender's internal product org. Now in pilot.