Responsibilities

Research
End-to-end Design

Date

November 2020 -
April 2021

Team

X-Function team of 8

Background

Snapdocs is a digital platform revolutionizing mortgage closings, facilitating seamless transactions for lenders, title companies, and borrowers.

A core product feature involves lenders submitting documents for automated error review. Snapdocs processes these documents and detects errors to ensure compliance and streamline mortgage transactions. A team of human user operations specialists then go in and double check the work of the sytem.

Problem

Our team uncovered that only 12% of documents submitted included errors, leaving 88% error-free. The operations team were double checking 100% of documents resulting in inefficiency and wasted time for that team. With this insight, we embarked on developing a solution to intelligently prioritize documents with errors for human intervention. This innovative approach not only streamlined the review process but also significantly enhanced efficiency and reduced unnecessary manual effort in document validation. This strategic endeavor not only ensured adherence to our stringent two-hour service level agreement (SLA) for document processing but also maximized productivity and customer satisfaction.

Understanding User Ops & their workflow

I spent some time understanding more about the User Operation Specialists, what their day to day looked like, and how the process we were working to streamline fit into their their current flow.

It was important to understand what other tools they were using to ensure that this new tool would fit as seamlessly as possible into their flow. It was also important to understand more about how they were currently handling documents in which errors were found in order to create a more efficient UX to support that work within this new tool that our team would be building.

Impact

In 4 months, the median document processing time was reduced from 75 min to 25min dramatically increasing the product’s efficiency.