UX Researcher & Interaction Designer at TATA Consultancy Services,
I am User Experience Researcher, with 8+ years of Industry and Academic experience to Analyze, Design and Evaluate wide ranging software applications for web, tablet, mobile. I have a patent published in US and India geography, and five research papers are published in international conferences like CHI and Mobile HCI. Along with exposure and experience in research I have successfully lead and delivered variety of projects in geographies like UK, USA, Dubai and India. I have spent close to five years in sketching exhilarating experiences for online banking users. Of late I have been mentoring and leading a team of Interaction and Visual Designers.
User Researcher & IxD at TATA Consultancy Services,
Passionate about crafting innovative user experiences with little over 17 years of wide- ranging solutions in UX design, Accessibility and UX Project Management across web and mobile form factors. I have led teams of Interaction designers, Visual designers and Front end developers. Currently, I am involved in designing solutions for TCS' banking and financial services unit. I do get involved in conducting design thinking workshops. One of the immensely satisfying experiences for me is to conduct UX trainings for new joinees in the team and mentoring the existing ones.
mMortgage: Disruptive Omnichannel Application for US mortgage needs.
30 min Case study | Categeory: Business Design | Target Audience: Designers, Domain Experts, Product Owners.
As the consumption of digital banking is on the rise for retail, Mortgage on the other hand has got very less digital penetration. This leads us to the need of robust design solution which focuses on consumers yet preserve the interest of banks and lenders. TATA Consultancy Services has designed a mortgage product keeping both the stakeholders – Lending Agency (bank, broker, lender) and – named mMortgage. mMortgage is one-stop-shop for all mortgage needs starting from Loan Origination to fulfillment, closure and finally servicing. Solution in delivered on Mobile, Tablet and Desktop form factors. At the same time, the banks can optimize their cycle time and increase pull through rates.
As of today, mMortgage is being used by two financial entities with other two in- progress. one of them is a bank in Loan servicing sector, where are there others are lenders. A significant improvement in the loan processing has been observed. The improvement parameters include, but not limited to-
a) 50% reduction in cycle time
b) 25% improvement in loan pull through rate
c) ~40% improvement in Loan Officer and Under Writer productivity
d) Predictability in Loan Production and service quality
Three key takeaways
Design is a bridge between unmet needs and business process improvisation.
Millennials are ready to complete the entire mortgage process online.
Service Augmentation is a key incentive.