Building a digital mortgage journey for a US credit union
Connecting the borrower journey, credit policy and loan-officer workflow.
- Market
- United States
- My work in this market
- Account opening, mortgage lending and tax files
Project brief
A US credit union needed to see how a digital mortgage experience could work across the borrower journey and the teams reviewing the application. I turned that requirement into a working product covering pre-qualification, application, documents and underwriting. The screens connect to a credit-policy model and API contracts, giving the discussion a clear path from customer experience to technical implementation.
My role
I decided what the journey covered and in what order, wrote the requirements and the credit-policy specification, and directed the AI-assisted build. I worked with leadership, engineering and the decisioning team.
- 88
- credit-policy rules defined for the journey
- 37
- API contracts prepared for engineering hand-off
Key decisions
- 01
Ask for sensitive information at the right stage
A borrower checking eligibility should not have to hand over a full Social Security number. I asked for the last four digits at pre-qualification and the full number only at application, so each stage asks for what it needs.
- 02
Adapt the existing decisioning foundation
There was no US credit policy to start from. I translated our India mortgage decisioning template into an 88-rule US policy specification, then set the order: 30 rules to configure first, 37 simulated and 21 deferred, so the core of the credit decision could be shown working before every rule was in place.
- 03
Keep the screens ready for real services
I defined 37 machine-readable API contracts and an 11-entity data model, with a clear boundary between the interface and external services. Engineering received an explicit hand-off instead of integrations described only inside screen notes.
Outcome
Delivered the mortgage journey and the policy, data and API specifications behind it. I ran the product walkthrough for the credit union’s technology leadership, which led to a pilot proposal.
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