Revamping Loan Servicing

Overview

Our financial services client was struggling with an outdated loan servicing platform that created friction for both customers and internal teams . Processing times were lengthy, error rates were high, and customer satisfaction was declining.

I led the complete redesign of their Teller Dashboard, focusing on creating an intuitive, efficient, and scalable solution that would serve both B2B clients and their end customers.

My role

Lead UX/UI Designer
Product Strategy

Time line

12 weeks

Team

Design (2)
Engineering (5)
Product (1)

Tools

Figma
Figjam
Azure DevOps

The problem space

The old dashboard design was cluttered , presenting too much information at once making it difficult for tellers to locate key data quickly .

The lack of real-time updates meant cash flow tracking was inefficient, often leading to discrepancies in drawer totals. End-of-day reporting was another pain point, as the process for generating and submitting transaction reports was slow and prone to manual errors. Poor transaction searchability further hindered teller efficiency, requiring multiple steps to retrieve past transactions and extending customer service interactions. Lastly, limited drawer breakdown visibility made it challenging for tellers to see a detailed count of bills and coins, complicating cash balancing at the end of shifts.

Hypothesis

Redesigning the Teller Dashboard to simplify navigation, reduce redundant steps, and surface critical customer information will enable tellers to complete transactions faster, lower the risk of errors, and improve overall efficiency.

Key challenges

To validate our hypothesis, we conducted interviews with 10 users (Bank tellers, Administrative staff, and Account managers) to understand their challenges around the Teller Dashboard workflows and payment processes.
These interview revealed critical insights:

“There’s so much crammed onto the screen that I’ve definitely clicked the wrong button more than once. You have to double check everything.”

Sarah C.

Senior loan officer

“It shouldn’t take this many steps to do a simple transfer. I know the workflow by heart, but it still eats up time.”

Michael R.

Teller

“A customer will ask about a transaction from last week, and it takes forever to find it. The search tool just isn’t helpful.”

Jennifer P.

Teller

Dashboard overload

70% of tellers reported feeling overwhelmed by the excessive amount of information displayed on the screen.

Time-consuming end-of-day reports

On average, tellers spent 15-20 minutes compiling their end-of-day reports due to the manual nature of the process.

Drawer balance uncertainty

60% of tellers mentioned that they often had to recount their drawers manually because the digital balance was unclear.

Slow transaction retrieval

Tellers needed a faster way to locate past transactions to assist customers efficiently.

Ideation & solution exploration

With our research insights in mind, we explored several design directions for improving the Teller Dashboard:

Task-specific screens

One idea was to create dedicated screens for each transaction type. While this reduced clutter, it required frequent context switching and slowed down multi-step workflows.

Tabbed navigation

We also considered a tabbed interface that separated key functions across different sections. This approach offered clearer organization but increased the number of clicks and made it harder for tellers to maintain a holistic view of the customer’s profile.

Single-screen consolidation

Ultimately, we pursued a single-screen interface that consolidated all loan management and teller tasks. This solution streamlined workflows, minimized context switching, and lowered cognitive load, while still allowing critical information to remain accessible.

User Testing & Iteration

Interactive prototypes were tested with tellers and GPS account managers to gather feedback and ensure it met tellers' needs. This included A/B testing to evaluate different layouts and navigation structures for optimal intuitiveness. These tests focused on task completion time, error rates, and overall user satisfaction.

Conclusion

These insights led to final refinements, including adding quick-access buttons for commonly used features and allowing customization of table columns.

“What used to take me 3–4 minutes now takes under 2. That really adds up during busy hours.”

Jennifer P.

Teller

“The system doesn’t ask me for things it already knows, finally!”

Michael R.

Teller

Impact & Results

45%

Faster End-of-Day Reports

30%

Reduction in Discrepancies

87%

Faster Transaction Search