• Defined UX problem statement

• Conducted stakeholder interviews

• Created journey maps

• Designed end-to-end workflows

• Built wireframes & high-fidelity prototypes

• Collaborated with engineering on API feasibility

• Conducted design QA in test environment

• Ensured accessibility and consistency with design system

Role: Lead UX Designer
Product: Escrow Platform

My Contribution

My Role

Discovery and Research

Here’s a clear breakdown of the typical UX process

Problem Statement

Escrow Officers (EOs) were relying on third-party platforms like Snapdocs to schedule external notary appointments. This created several challenges:

• No single source of truth between systems

• Limited flexibility in customizing add-ons and pricing

• Time-consuming multi-system workflows

• Higher operational costs

• Inefficient fee calculations

• Poor visibility into appointment status updates

EOs had to switch between systems, manually reconcile data, and work within rigid third-party product packages.

Stakeholder Interviews

• I conducted user interviews with Escrow Officers to uncover insights and understand their perspectives.

• I conducted conversation with 4 participants using usertesting.com

Key Findings

1. EOs frequently toggle between Ignite and Snapdocs.

2. Add-on pricing varies by state, office, and transaction type.

3. Fee calculation is complex and often manual.

4. Notary preferences matter — EOs build trust relationships.

5. Status updates are critical for time-sensitive closings.

6. Document exchange must be secure and traceable.

Business Goals

• Reduce third-party licensing costs

• Increase operational efficiency

• Provide pricing flexibility

• Improve data consistency

• Enable real-time status updates

• Centralize document management

Current Journey Mapping

• Login Ignite

• Switch to Snapdocs

• Create appointment

• Re-enter data

• Reconcile fee

• Wait for manual status update

Future Journey Mapping

• JOT API integration in EO(Escrow Officer) application in appointment tab

• Create appointment by selecting parties, date, time, signing type (JOT), and signing location (branch, property, or custom address).

• Assign notary by auto-assigning (OfferBot) or pre-selecting a preferred notary, including language preference.

• Customize appointment with add-ons, fee adjustments, notes to notary, document return options, delivery address, and upload required documents.

• Submit request

Design Mockups

Converting the thinking into layout

Improvements and Impacts

Before vs After (Experience Shift)

After

• Unified Ignite workflow

• Dynamic fee engine

• Real-time status updates

• Cost savings

• Full reporting dashboard

Before

• Multiple systems

• Manual fee logic

• Rigid pricing

• Poor visibility

• Higher cost