PROJECT —

Credit Assistant

A more streamlined and contextual approach to the Credit Memo process, resulting in simpler preparation, smoother handoffs, and faster approvals.

Problem

The Credit Memo is an internal loan document that combines applicant data and reviewer notes to tell a holistic credit story about the borrowing business. Once completed and signed by the bank, it serves as a record of what was approved and why. However, the process to prepare the Credit Memo had become a major source of friction and frustration over the years, as it involved a lot of manual work and back and forth between teams to get the details right for each bank.

The business wanted to take over Credit Memo preparation internally, to help speed up the approval process for banks.

My Role & Impact

I was tasked with improving the end-to-end credit memo experience, from preparation and approval to the final output. This meant identifying opportunities to streamline and standardize the work for the internal team, while ensuring everything still met the needs and regulatory standards of the banks.

I drove a multi-part discovery phase to deeply understand the problem space from different perspectives, collaborated with cross-functional partners and stakeholders to define the experience vision and strategy, then worked iteratively to bring the new product experience to life, gathering feedback from expert users along the way.

The “Credit Assistant” is a stand-alone workflow tool with dedicated states for internal and bank tasks. The shared canvas established a source of truth between teams, improved the notes writing experience, and gave banks more control over the final output.