UX Design Internship at CSBS
Defined a path to reduce call-center reliance for small-company users across core NMLS licensing workflows by creating 6 end-to-end journey maps.
12 WEEKS / MAY - AUG 2025
Role: UX Design Intern
Team: Technical L&D Team, Products and Solutions BU
Tools
Skills
> 53%
mortgage license companies consist of a single mortgage loan originator (MLO)
> 93%
mortgage licensed companies are considered micro-sized, employing 10 or fewer MLOs.
195%
increase in the national dropout rate for students
π€ Account Creation
π MU1 Filing
β MU2 Attestation
Live notifications are an important feature to ensure tasks and lessons stay on track, helping users at home avoid procrastination.
π Financial Statements
Live notifications are an important feature to ensure tasks and lessons stay on track, helping users at home avoid procrastination.
π² Form Payments
Live notifications are an important feature to ensure tasks and lessons stay on track, helping users at home avoid procrastination.
βοΈ Account Management
Live notifications are an important feature to ensure tasks and lessons stay on track, helping users at home avoid procrastination.
Research
Research Goals
GOAL #1
π₯ Understand the user's overall movie-going and snack purchasing journey.
GOAL #2
π Identify common sources of frustration within the current snack-purchasing processes.
GOAL #3
π€ Explore user expectations for an improved snack experience.
Methods
6
call centre agent interviews
900
ServiceNow tickets analysis
3
user interviews
Call Centre Agent Interviews
π οΈ Need for an easy-to-use app that supports the complexities of e-learning.
Seesaw and Homeschool Panda have complex interfaces, making them difficult to navigate. Conversely, simpler apps lack the tools needed to manage the full E-learning process.
π Existing solutions were not engaging for students.
Most apps focus primarily on parents and teachers, but fail to make the experience engaging for students. There is a need for features that promote active participation for children.
π The importance of live notifications.
Live notifications are an important feature to ensure tasks and lessons stay on track, helping users at home avoid procrastination.
Reflection
Enhance participation with an attendance feature that requires the camera to be on for at least half the class
Provide performance insights through real-time stats for parents and students to track progress
Foster peer connections with dedicated socializing features for students
Enhance retention for learners with interactive flashcards for better learning and recall