Loan Estimator
For Mortgage Brokers
UX Research
UX Design
Interaction Design
IA
Wireframes
Prototyping
Mentorship
Loan Estimator
For Mortgage Brokers
UX Design
Interaction Design
IA
Wireframes
Prototyping
Mentorship
UX Research
Loan Estimator
For Mortgage Brokers
UX Design
Interaction Design
IA
Wireframes
Prototyping
Mentorship
UX Research
Background
UX Lead
At Caliber Home Loans, I led the design of Blueprint, a new platform for mortgage brokers. Caliber’s legacy system (H2O) was outdated and used across every role in the mortgage process. To modernize, the company shifted toward interconnected, role-specific platforms. I partnered with a UX designer and developer to bring Blueprint from concept to reality.
Challenge
The ask was to streamline the CaliberLE for brokers transitioning to Blueprint. The tool generates cost estimates for loan products, fees, taxes, insurance, and services, then lets brokers send the LE package to borrowers for sign-off.
Background
UX Lead
At Caliber Home Loans, I led the design of Blueprint, a new platform for mortgage brokers. Caliber’s legacy system (H2O) was outdated and used across every role in the mortgage process. To modernize, the company shifted toward interconnected, role-specific platforms. I partnered with a UX designer and developer to bring Blueprint from concept to reality.
Challenge
The ask was to streamline the CaliberLE for brokers transitioning to Blueprint. The tool generates cost estimates for loan products, fees, taxes, insurance, and services, then lets brokers send the LE package to borrowers for sign-off.
Background
UX Lead
At Caliber Home Loans, I led the design of Blueprint, a new platform for mortgage brokers. Caliber’s legacy system (H2O) was outdated and used across every role in the mortgage process. To modernize, the company shifted toward interconnected, role-specific platforms. I partnered with a UX designer and developer to bring Blueprint from concept to reality.
Challenge
The ask was to streamline the CaliberLE for brokers transitioning to Blueprint. The tool generates cost estimates for loan products, fees, taxes, insurance, and services, then lets brokers send the LE package to borrowers for sign-off.
Discovery & Research
I began by clarifying the audience, goals, scope, timeline, existing resources, and key SMEs. With outdated artifacts and a limited timeline, I was left with a blank canvas—giving me space to focus deeply on research.
Discovery & Research
I began by clarifying the audience, goals, scope, timeline, existing resources, and key SMEs. With outdated artifacts and a limited timeline, I was left with a blank canvas—giving me space to focus deeply on research.
Discovery & Research
I began by clarifying the audience, goals, scope, timeline, existing resources, and key SMEs. With outdated artifacts and a limited timeline, I was left with a blank canvas—giving me space to focus deeply on research.
Caliber LE Audit
I conducted a usability audit of the original CaliberLE workflow in H2O. This involved screen-capturing each step, documenting pain points, and testing interactions to understand system behaviors and user flows.
Caliber LE Audit
I conducted a usability audit of the original CaliberLE workflow in H2O. This involved screen-capturing each step, documenting pain points, and testing interactions to understand system behaviors and user flows.
Caliber LE Audit
I conducted a usability audit of the original CaliberLE workflow in H2O. This involved screen-capturing each step, documenting pain points, and testing interactions to understand system behaviors and user flows.
Contextual Observation
I conducted a usability audit of the original CaliberLE workflow in H2O. This involved screen-capturing each step, documenting pain points, and testing interactions to understand system behaviors and user flows.
Contextual Observation
I conducted a usability audit of the original CaliberLE workflow in H2O. This involved screen-capturing each step, documenting pain points, and testing interactions to understand system behaviors and user flows.
Contextual Observation
I conducted a usability audit of the original CaliberLE workflow in H2O. This involved screen-capturing each step, documenting pain points, and testing interactions to understand system behaviors and user flows.
Key Takeaways
From all Users
Reviewed 1003 information before going into the CaliberLE.
Changed the automated Estimated Closing, Funding, and 1st Payment Dates.Had to manually enter the credit report fee into “Fees”.Went through the tabs in a linear fashion (without going back or to anywhere outside the CaliberLE) until they got to the “Generating Disclosure” step.Mentioned never using the Snapshot or Template features.
From 4 out of 5 Users
Mentioned wanting to skip the questionnaire step, since it rarely had questions they were required to answer
Said that generating the final package felt like it took too long
Said they always assign a loan product before going through the CaliberLE
From the consistencies I found within the workflow, I made a simple flow chart/journey map to visualize the general workflow and greatest pain points.
Key Takeaways
From all Users
Reviewed 1003 information before going into the CaliberLE.
Changed the automated Estimated Closing, Funding, and 1st Payment Dates.Had to manually enter the credit report fee into “Fees”.Went through the tabs in a linear fashion (without going back or to anywhere outside the CaliberLE) until they got to the “Generating Disclosure” step.Mentioned never using the Snapshot or Template features.
From 4 out of 5 Users
Mentioned wanting to skip the questionnaire step, since it rarely had questions they were required to answer
Said that generating the final package felt like it took too long
Said they always assign a loan product before going through the CaliberLE
From the consistencies I found within the workflow, I made a simple flow chart/journey map to visualize the general workflow and greatest pain points.
Key Takeaways
From all Users
Reviewed 1003 information before going into the CaliberLE.
Changed the automated Estimated Closing, Funding, and 1st Payment Dates.Had to manually enter the credit report fee into “Fees”.Went through the tabs in a linear fashion (without going back or to anywhere outside the CaliberLE) until they got to the “Generating Disclosure” step.Mentioned never using the Snapshot or Template features.
From 4 out of 5 Users
Mentioned wanting to skip the questionnaire step, since it rarely had questions they were required to answer
Said that generating the final package felt like it took too long
Said they always assign a loan product before going through the CaliberLE
From the consistencies I found within the workflow, I made a simple flow chart/journey map to visualize the general workflow and greatest pain points.
Understanding the Journey
To better understand the journey users took, I built out a rough journey map to understand the main pain points brokers dealt with today, along with a flow chart of the LE process and how it fit into Disclosures as a whole.
Understanding the Journey
To better understand the journey users took, I built out a rough journey map to understand the main pain points brokers dealt with today, along with a flow chart of the LE process and how it fit into Disclosures as a whole.
Understanding the Journey
To better understand the journey users took, I built out a rough journey map to understand the main pain points brokers dealt with today, along with a flow chart of the LE process and how it fit into Disclosures as a whole.
Journey Map
Flow Chart
Journey Map
Flow Chart
Journey Map
Flow Chart
Benchmark Survey
H2O lacked analytics on time-on-task or clicks, so I created a survey for AEs to estimate how much time they spend training and assisting brokers. This provided a baseline to measure against the new CaliberLE.
Benchmark Survey
H2O lacked analytics on time-on-task or clicks, so I created a survey for AEs to estimate how much time they spend training and assisting brokers. This provided a baseline to measure against the new CaliberLE.
Benchmark Survey
H2O lacked analytics on time-on-task or clicks, so I created a survey for AEs to estimate how much time they spend training and assisting brokers. This provided a baseline to measure against the new CaliberLE.
Key Takeaways
~$3.1M
Spent per year on AE's assisting brokers with CaliberLE
10+
Times per day, brokers contact AE's
4-8
Hours per week helping brokers with CaliberLE
81%
Of brokers said they struggle most with the Fees section of CaliberLE
Key Takeaways
~$3.1M
Spent per year on AE's assisting brokers with CaliberLE
10+
Times per day, brokers contact AE's
4-8
Hours per week helping brokers with CaliberLE
81%
Of brokers said they struggle most with the Fees section of CaliberLE
Key Takeaways
~$3.1M
Spent per year on AE's assisting brokers with CaliberLE
10+
Times per day, brokers contact AE's
4-8
Hours per week helping brokers with CaliberLE
81%
Of brokers said they struggle most with the Fees section of CaliberLE
Design
I began by clarifying the audience, goals, scope, timeline, existing resources, and key SMEs. With outdated artifacts and a limited timeline, I was left with a blank canvas—giving me space to focus deeply on research.
Design
I began by clarifying the audience, goals, scope, timeline, existing resources, and key SMEs. With outdated artifacts and a limited timeline, I was left with a blank canvas—giving me space to focus deeply on research.
Design
I began by clarifying the audience, goals, scope, timeline, existing resources, and key SMEs. With outdated artifacts and a limited timeline, I was left with a blank canvas—giving me space to focus deeply on research.
Tabbed Navigation
Wizard Approach
Tabbed Navigation
Wizard Approach
Tabbed Navigation
Wizard Approach
Key Takeaways
A more linear approach was preferred.
“Est. Close Date” should not be auto-populated due to frequent and necessary user changes, along with the risk of not changing it when they should have.
Give users a way to go to the product selection workflow from here, since not much can be done without first completing that step.
Many modals of details and information would be better served directly on the pages.
Preview LE should be a step toward the end instead of a modal which can be opened from any page.
Several columns within the different “Fees” tables should be removed because they’re not pertinent to all sections.
Key Takeaways
A more linear approach was preferred.
“Est. Close Date” should not be auto-populated due to frequent and necessary user changes, along with the risk of not changing it when they should have.
Give users a way to go to the product selection workflow from here, since not much can be done without first completing that step.
Many modals of details and information would be better served directly on the pages.
Preview LE should be a step toward the end instead of a modal which can be opened from any page.
Several columns within the different “Fees” tables should be removed because they’re not pertinent to all sections.
Key Takeaways
A more linear approach was preferred.
“Est. Close Date” should not be auto-populated due to frequent and necessary user changes, along with the risk of not changing it when they should have.
Give users a way to go to the product selection workflow from here, since not much can be done without first completing that step.
Many modals of details and information would be better served directly on the pages.
Preview LE should be a step toward the end instead of a modal which can be opened from any page.
Several columns within the different “Fees” tables should be removed because they’re not pertinent to all sections.
Moving to High Fidelity
I conducted a usability audit of the original CaliberLE workflow in H2O. This involved screen-capturing each step, documenting pain points, and testing interactions to understand system behaviors and user flows.
Moving to High Fidelity
I conducted a usability audit of the original CaliberLE workflow in H2O. This involved screen-capturing each step, documenting pain points, and testing interactions to understand system behaviors and user flows.
Moving to High Fidelity
I conducted a usability audit of the original CaliberLE workflow in H2O. This involved screen-capturing each step, documenting pain points, and testing interactions to understand system behaviors and user flows.
Time to Test
I began by clarifying the audience, goals, scope, timeline, existing resources, and key SMEs. With outdated artifacts and a limited timeline, I was left with a blank canvas—giving me space to focus deeply on research.
Time to Test
I began by clarifying the audience, goals, scope, timeline, existing resources, and key SMEs. With outdated artifacts and a limited timeline, I was left with a blank canvas—giving me space to focus deeply on research.
Time to Test
I began by clarifying the audience, goals, scope, timeline, existing resources, and key SMEs. With outdated artifacts and a limited timeline, I was left with a blank canvas—giving me space to focus deeply on research.
Tested LE Prototype
Revisions and and Retesting
I conducted a usability audit of the original CaliberLE workflow in H2O. This involved screen-capturing each step, documenting pain points, and testing interactions to understand system behaviors and user flows.
Revisions and and Retesting
I conducted a usability audit of the original CaliberLE workflow in H2O. This involved screen-capturing each step, documenting pain points, and testing interactions to understand system behaviors and user flows.
Revisions and and Retesting
I conducted a usability audit of the original CaliberLE workflow in H2O. This involved screen-capturing each step, documenting pain points, and testing interactions to understand system behaviors and user flows.
Key Takeaways
Median completion time was 13 minutes
0 users had any difficulty finding the Next button.
0 users had any issue using the breadcrumbs.
3/3 brokers, who encountered the ellipses, understood it was a dropdown within the breadcrumbs.
All users understood the overflow menu (…), within the tables, but 4 users appeared to struggle with it at first.
All users skipped the optional steps of the CaliberLE.
All users understood the abilities to add fees, adjustments, and settlement service providers, in their respective pages.
6/11 users had trouble finding that Credit Fee was the table row which needed to be filled out in the Fees page.
5/7 brokers expanded the price adjustment table to see more details.
5/7 brokers immediately understood clicking the checkmark to confirm table edits.
3/6 users got stuck on the generating disclosure feedback modal, thinking it would automatically close.
2 users didn’t realize that they had only generated disclosure, but still needed to send it.
4/4 account executives were stoked to see the idea of auto-populating anti-steering rates.
To see all the details from our hypotheses, findings, and improvement ideas, feel free to click through the slideshow below…
Key Takeaways
Median completion time was 13 minutes
0 users had any difficulty finding the Next button.
0 users had any issue using the breadcrumbs.
3/3 brokers, who encountered the ellipses, understood it was a dropdown within the breadcrumbs.
All users understood the overflow menu (…), within the tables, but 4 users appeared to struggle with it at first.
All users skipped the optional steps of the CaliberLE.
All users understood the abilities to add fees, adjustments, and settlement service providers, in their respective pages.
6/11 users had trouble finding that Credit Fee was the table row which needed to be filled out in the Fees page.
5/7 brokers expanded the price adjustment table to see more details.
5/7 brokers immediately understood clicking the checkmark to confirm table edits.
3/6 users got stuck on the generating disclosure feedback modal, thinking it would automatically close.
2 users didn’t realize that they had only generated disclosure, but still needed to send it.
4/4 account executives were stoked to see the idea of auto-populating anti-steering rates.
To see all the details from our hypotheses, findings, and improvement ideas, feel free to click through the slideshow below…
Key Takeaways
Median completion time was 13 minutes
0 users had any difficulty finding the Next button.
0 users had any issue using the breadcrumbs.
3/3 brokers, who encountered the ellipses, understood it was a dropdown within the breadcrumbs.
All users understood the overflow menu (…), within the tables, but 4 users appeared to struggle with it at first.
All users skipped the optional steps of the CaliberLE.
All users understood the abilities to add fees, adjustments, and settlement service providers, in their respective pages.
6/11 users had trouble finding that Credit Fee was the table row which needed to be filled out in the Fees page.
5/7 brokers expanded the price adjustment table to see more details.
5/7 brokers immediately understood clicking the checkmark to confirm table edits.
3/6 users got stuck on the generating disclosure feedback modal, thinking it would automatically close.
2 users didn’t realize that they had only generated disclosure, but still needed to send it.
4/4 account executives were stoked to see the idea of auto-populating anti-steering rates.
To see all the details from our hypotheses, findings, and improvement ideas, feel free to click through the slideshow below…
Dev Handoff </>
I began by clarifying the audience, goals, scope, timeline, existing resources, and key SMEs. With outdated artifacts and a limited timeline, I was left with a blank canvas—giving me space to focus deeply on research.
Dev Handoff </>
I began by clarifying the audience, goals, scope, timeline, existing resources, and key SMEs. With outdated artifacts and a limited timeline, I was left with a blank canvas—giving me space to focus deeply on research.
Dev Handoff </>
I began by clarifying the audience, goals, scope, timeline, existing resources, and key SMEs. With outdated artifacts and a limited timeline, I was left with a blank canvas—giving me space to focus deeply on research.
Where the Rubber Meets the Road
After all this work, it was finally time for the new CaliberLE to be released on Blueprint. It was first released as a pilot to a small segment of AE’s and the brokers they were in charge of. From this first sample, feedback was overwhelmingly positive! With that being said, there’s always room for improvement. We conducted several feedback sessions with our pilot brokers and AE’s. You can see the results below…
"
I could trust Zach to dive into any challenge, investigate and understand how and why things worked and collaborate with people across different business channels. He was always methodical and thoughtful in his approach and willing to iterate and adapt leveraging feedback from anyone.”
- John Burrows, VP of Product Design
"
I could trust Zach to dive into any challenge, investigate and understand how and why things worked and collaborate with people across different business channels. He was always methodical and thoughtful in his approach and willing to iterate and adapt leveraging feedback from anyone.”
- John Burrows, VP of Product Design
"
I could trust Zach to dive into any challenge, investigate and understand how and why things worked and collaborate with people across different business channels. He was always methodical and thoughtful in his approach and willing to iterate and adapt leveraging feedback from anyone.”
- John Burrows, VP of Product Design
Let’s make something great.
linkedin.com/in/zachandwhite
zachandwhite@gmail.com
Overland Park, KS
Let’s make something great.
linkedin.com/in/zachandwhite
zachandwhite@gmail.com
Overland Park, KS
Let’s make something great.
linkedin.com/in/zachandwhite
zachandwhite@gmail.com
Overland Park, KS