Enterprise Broker Digital Experience
A wholesale mortgage lender runs a broker-centric model in which a small number of large enterprise broker accounts generate a significant share of loan production. Those VIP partners still get the same generic digital interface and fragmented support as smaller brokers, creating operational friction. Designed a VIP-class website and companion mobile app concept that centralizes resources, clarifies ownership, and improves broker engagement.
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Create a VIP-class digital experience for enterprise broker accounts — a customized website environment and companion mobile app — that centralizes resources, clarifies ownership, and strengthens broker loyalty and engagement. A scalable platform could increase production capacity, with an estimated $100–$250K in additional monthly revenue potential.
Loan officers at large broker organizations struggle to identify the right contacts, access accurate information, and navigate onboarding resources, while sales teams manually support and educate large numbers of them. Using user-centered design methods, the team defined 2–3 personas representing different enterprise loan officer roles, built empathy maps and current-state/future-state journey maps to identify the major friction points in broker workflows, and ran a competitive analysis of broker-facing digital platforms, translating the insights into prioritized product features. Insights and deliverables were validated with project stakeholders through coordinator checkpoints and workshops.
Executive-ready website and mobile app prototypes (~25 screens of workflows) illustrating the proposed experience: a dedicated digital environment for each major partner with tailored content and resources, direct access to the correct support teams, and one-click access to critical operational information. Presented to the project stakeholders.