Monitoring the loan status remotely

Client: A large financial institution in U.S.
Project Characteristics: Usability test | Iterative testing | Prototype usability test
Industry: Finance

One of the major financial institutions in North America was developing a system to allow customers to be able to track the status of their mortgage loan online. I was the project manager/lead consultant for the usability test that was split up into two days with one day in-between, allowing the design team to make updates to the prototype between the testing rounds.

Project goals:

  1. Identify whether customer support calls related to loan status will decrease as a result of providing loan status updates online.
  2. Determine if customers can use the system efficiently and understand how to interact with it.
  3. Gain insight regarding potentially missing features or information.


  1. Provide a top line report (including design suggestions) within 12 hours from the last usability session on the first testing day.
  2. Familiarize myself with the redesign the morning of the second test day.


Participants were able to use the system efficiently, but there were two features missing. The general support calls would have decreased and customers would instead call the loan processor. The reason there was not a reduction in overall calls was because some important information was not included in the online system (restricted from the business side). With this finding, the client was able to provide the business unit with the insights that they either need to provide customers with this information or consider abandoning this project.