Citizens Bank Mortgage

Citizens Financial Group, Inc. is one of the nation’s oldest and largest financial institutions. Headquartered in Providence, Rhode Island, Citizens offers a broad range of retail and commercial banking products and services to individuals, small businesses, middle-market companies, large corporations and institutions.

Project Details

This project had to solve the pain points for two sets of users – loan officers and prospective borrowers. Each of these audiences had distinct needs and goals.

A recurring theme from interviews with loan officers was that the current process was disjointed and moved too slow. Loan officers needed a simplified and intuitive design that eliminated the requirement to work between and maintain multiple Excel files while also relying on an intranet site. I focused on removing these dependencies and enabling easier data input through a new responsive web application. My work established a single destination for loan officer’s work, helped ensure data was accurate, and completion times were faster from any device.

Home buying is not the time for surprises. Without knowing how much house a borrower can afford, they might waste time. They could end up looking at houses that they can’t afford or visiting homes that are below optimal price level. Research indicated that prospective borrowers wanted clear pricing and visibility for loan options that made them feel empowered and confident during their home buying process. The goal was to ensure the lending process was as easy as possible, never felt overwhelming, and did not waste borrower’s time.