Simplifying the Mortgage Experience for Millions of Homeowners
Redesigned Mr. Cooper's flagship mortgage platform with a content-first approach, simplifying payments and escrow flows for millions of homeowners and setting new standards for usability across the enterprise.
Project Gallery
Context
Led content design team to modernize the customer account experience for Mr. Cooper, the nation's largest mortgage company. The legacy experience was cluttered, inconsistent, and hard to navigate, leaving homeowners struggling to complete essential tasks like make payments, escrow management, and hardship support.
Actions
- Led a content-first redesign to simplify language and flows.
- Collaborated with product, design, and engineering to unify structure and interactions.
- Refined visual hierarchy and microcopy to reduce friction and improve confidence.
- Ensured inclusive, empathetic communication in sensitive contexts like late payments or hardship.
Results
- Delivered a refreshed MyMortgage experience that's clearer, more intuitive, and easier for millions of homeowners to use.
- Improved task completion and reduced error rates.
- Established scalable patterns and content models that continue to guide ongoing enhancements.