Project Overview USAA Mortgage Application Redesign

The mortgage application redesign improved usability, accessibility, and efficiency. I integrated a new design system and enhanced the verification process. The redesign reduces friction, boosts completion rates, and ensures compliance. My goal was to simplify the process, making it intuitive for users and aligned with business objectives.

My Role

As the Lead UX/UI Designer, I led ideation, concept creation, high-fidelity design, and user validation, working closely with the development team. I mapped components to ensure alignment with the new design system and collaborated with developers to refine solutions that met accessibility and usability standards. User testing and validation were key to my process, helping refine verification components for clarity and ease of use.

Problem Statement

The mortgage application process was cumbersome and inconsistent, causing high drop-off rates and user frustration. A lack of standardized design led to accessibility issues and inefficiencies. Users struggled with complex entry and unclear guidance, leading to incomplete applications. The redesign aimed to streamline verification, enhance clarity, and improve usability while ensuring compliance

Goals for this Mortgage Application Redesign

Addressing these shortcomings will make a huge impact for increasing efficiency, compliance, and member satisfaction, while improving the overall pull-through rate by nurturing members through the process.

Enhance
Usability

Reduce friction and cognitive load during the application process.

Increase Completion Rates

Address pain points that contribute to user drop-offs.

Ensure Compliance

Align with accessibility and financial regulations.

Standardize Design

Implement a scalable solution using the new design system..

Before and After

Recommendations

A guided path

Determine member’s starting point

Explain the purpose for different applications

Impact

Reduced abandonment/re-starts

Less loan officer intervention

Improved user confidence and trust

Wire-framing, Prototyping & User Testing

I created low-fidelity wireframes to outline key user flows, refining them into high-fidelity prototypes within the new design system. Through usability testing, we gathered feedback on. I led several workshops of iterative testing which led to refinements that enhanced readability, interaction, and error prevention.

The clarity of the verification process.

The ease of navigating fixed-rate mortgage options

Accessibility improvements based on user interactions.

Effectiveness of error messaging and real-time guidance

Design Reviews & Finalization

Users (via testing insights).

Developers (for feasibility and implementation)

Design guidance teams (for system alignment and accessibility compliance).

*Adjustments were made based on feedback from all sources.

Key Results

This project successfully delivered a more intuitive, accessible, and efficient mortgage application experience, demonstrating the impact of user-centered design and iterative testing.

Improved User Experience

Users will benefit from a smoother, more intuitive application process,
leading to increased satisfaction and higher completion rates.

Faster Completion Time

Streamlining the application process will result in reduced completion
times, allowing for quicker loan processing and improved efficiency.

Consistency and Accessibility

Implementing the Reveille design system will ensure consistency in design and accessibility standards, enhancing usability for all users.

Reduced Maintenance Effort

The modular framework and streamlined design system will simplify maintenance tasks, reducing the time and effort required for updates and enhancements for our development teams.

Enhanced Efficiency and Scalability

The modular approach will improve efficiency and scalability, enabling the
application to adapt to changing needs and accommodate future growth.

Increased Business Success

Creating a delightful experience for members will foster stronger
relationships and loyalty, ultimately driving business growth and success.

Closing Summary

Redesigning the mortgage application within a new design system was an opportunity to solve real user problems while aligning with business goals and regulatory requirements. From mapping out user flows to validating design decisions through testing, this project demonstrates my ability to lead with empathy, collaborate cross-functionally, and deliver accessible, scalable solutions.

As a UX designer, I strive to create thoughtful, data-informed experiences that simplify complex processes—like applying for a mortgage—into intuitive and human-centered journeys. This project reflects my passion for problem-solving, attention to detail, and commitment to both users and the teams I work alongside.

Thank You

Thank you for taking the time to view my case study. I appreciate your interest and hope it gives you a clear sense of my approach, process, and mindset as a UX designer. I’m always excited to bring impactful ideas to life and would love the opportunity to contribute to a team that values curiosity, collaboration, and design that makes a difference.

Let’s connect—I’m ready for what’s next.

Tye Robinson