Mountain America Credit Union

The loan application process was too complex. Loan officers (users) were using a dated loan application causing multiple pain points, including:



• Lengthy application process

• Loan amounts were too low

• Rising user errors

• High rate of loan denials

• Members turning to other lenders


My role on the team was lead UX/UI designer and user researcher. In addition to my contribution, I worked with 2 more UX designers, 1 other user researcher, 4 product managers, and 10 developers.

When joining the company, the team was 6 months behind schedule.

After observing the current design process, I introduced three changes that improved UX, UI, and development:


• Consistency in design assets 

• Smaller design iterations 

• Conduct usability tests of each iteration before finalizing (for us, this was simple)

Because I was hired onto the team after early stages of research had taken place, I mainly conducted two forms of research:



Observation & Interviews: I observed 20 users taking member calls. I asked questions, and noted ways they improved their experience—like using separate apps for detailed notes and Excel for specific calculations, which they often shared the excel document with each other. These functions were incorporated as tools into the new application design. 



Usability Testing: Across 100 usability tests, I prioritized observing users interact with prototype iterations to identify what worked from their perspective. Each test followed a consistent approach:

• Used a new user for each session
• Included ESL users when possible
• Tested at least 3 participants with gender diversity
• Prioritized in-person sessions with a note taker
• For remote tests, ensured face and screen visibility and recorded the session
• Used the same script for all participants to maintain consistency
• Included interaction designs in prototypes to capture real-time user reactions

It’s always fascinating to watch a well-crafted prototype fall short when real users interact with it.

Since hundreds of our users worked in the same office, we had a unique advantage: we could easily schedule 15–30 minute usability sessions with three users multiple times a week. Product managers were deeply involved in the research process—many had even used the previous version of the product themselves, offering valuable insight into user expectations and potential pain points.

Our process was simple and effective: mock up a prototype with one or two features, then quickly validate it through usability testing.

Through user observation and interviews, I identified the following pain points with the existing application:


• Lengthy application process
• Lack of clear instructions
• Unclear, often misinterpreted language
• Long wait times for support and loan approval
• Inability to import existing system data
• Poor application usability and structure
• No space to note important member details
• No built-in tools for loan-specific calculations
• No place to view or keep documents efficiently
• Lack of prioritization in application information
• Unclear progress indicators during the application process


• Improved information architecture for clearer navigation
• Added progress indicators to show application status
• Enabled importing of existing member information
• Removed unnecessary steps to streamline the process
• Included tooltips and interactive help for inexperienced users
• Added a note-taking section with options to save as draft or publish
• Created a prioritized application checklist separate from member info
• Simplified language and added clear, direct instructions
• Introduced a tools section for calculations and document organization
• Combined related processes to reduce redundancy and speed up application completion


We replaced large meetings and sprints with shorter, more frequent sessions. Validation came from numerous usability tests of small design iterations rather than a few large prototype tests. This approach enabled continuous validation and development while designing the next user stories. By designing, testing, and developing in tandem, we delivered a successful application that met product goals and deadlines.

1. Never skip user testing or observations, even under tight deadlines. If users can navigate the design early on, you've likely built a strong foundation that will require minimal changes later.

2. Bring quick, rough design drafts—including best practices—to meetings more often. Early feedback from fellow designers helps refine ideas faster since it’s easier to improve on a foundation than start from scratch.

3. Collaborate closely with product managers to align on design deadlines and ensure a steady project pace, as they gain insight into the time needed for each iteration.

4. Using a shared design system accelerates creativity and consistency by providing clear guidelines on buttons, links, typography, and interactions. This consistency helps users understand the interface better and navigate the application more efficiently.