As part of the product design team for Mr. Cooper's digital self-service refinance application, we identified that the credit check step was a major conversion bottleneck, causing significant user drop-off. Our objective was to optimize the user experience and reduce abandonment at this critical touchpoint.

We partnered with our UX Research team to conduct user interviews and usability testing through our participant panel via UserTesting.com. Combined with quantitative analytics data, we developed hypotheses about the friction points causing users to abandon the flow.

Using Figma as our collaborative design platform, the cross-functional team — including UX designers and content designers — worked together to develop a new content strategy and interface design that addressed the identified pain points.

After completing high-fidelity prototypes, we collaborated with UX Research to conduct A/B testing with real users. This comparative testing provided insights into user preferences and validated our design decisions before implementation.

The redesigned experience focused on building user confidence, communicating clear value propositions, and improving content hierarchy for better scannability. Post-launch metrics showed a 250% increase in step-completion rates during Q2 2025, as reported by our Product Manager.