Case study / Amazon, Consumer Payments

Amazon Lending

I consolidated a fragmented underwriting process into one tool, so analysts could make loan decisions faster.

  • Under NDA
  • Complex workflows
  • Internal tools
Role
End-to-end UX for the loan application experience
Users
Internal loan underwriters and analysts
Scope
Analyst interviews, UX design, consolidation into a single tool
The problem

Underwriting was all over the place. Analysts used many different tools, and everyone had their own way of writing up a loan application.

My approach

I interviewed the analysts, then used their feedback and data to bring the whole process into a single tool with a better experience.

Outcomes
3-5 days
to a loan decision, down from 10 days
43%
revenue increase
  • One tool instead of many
  • More visibility across the team and lower cognitive load
01 / Overview

A quick overview

With everything in one place, collaboration and visibility across the team went up, and cognitive load went down for the people making high-stakes decisions every day.

Open for discussion in interviews Email me

Aspects of this project are confidential. Let's talk about my approach.

Confidential information has been omitted or blurred to comply with my NDA. All material is property of Amazon.