Redefining User Management & Task Assignment in Loan Origination
4 mins read
My Role
I lead the design for an end-to-end task management feature that enables bank in managing teams, allocation of tasks and easier management of the workload for their employees.
Collaborators
PM, Head of Product, Developers
Duration
2 months
Context: The Need for a Smarter Loan Origination System (LOS)
Banks and NBFCs rely on a our Loan Origination System (LOS) to streamline loan processing—from servicing to verification, approval, reporting, and disbursal. However, managing user roles, permissions, and workload distribution within the system posed significant challenges, impacting efficiency.
Problem 1: Limited & Rigid Permission Controls
📌 What was wrong?
The system lacked a centralized way to manage permissions.
Permissions were limited to just View/Edit, restricting fine-tuned control.
No way to assign permissions based on:
Loan ticket size (e.g., large loans needing senior approval)
Geography (branch-specific access)
CIBIL score-based approvals (different roles required for different score thresholds)
Policy-level approvals (e.g., L1 <70%, L2 <80%, L3 <90%)
🔍 Impact:
Loan approvals were delayed due to manual interventions.
Teams struggled to ensure the right hierarchical approvals.
Admins couldn’t customize access for complex loan policies.
Problem 2: No Visibility into Workload Distribution
📌 What was wrong?
Loan applications were auto-assigned based on permissions, but managers lacked visibility into:
Who was overloaded or underutilized
Whether work was evenly distributed across teams
How to automate task distribution for efficiency
🔍 Impact:
Managers couldn’t balance workloads effectively.
Branch managers handling multiple teams struggled with fairness in assignments.
Productivity suffered as manual work reassignment became a daily task.
Our Approach: Smarter User & Team Management
Process
Roughly the following steps are involved into converting collected information to wireframes.
Information Gathering
As my process, I started initial information and requirement gathering by setting up with meeting with relevant stakeholders (PMs).
Started with asking questions in each modules. These discussions were helpful in understanding the problem, the users, and constraints under which we have to work.
Information Synthesis
Mapping understanding into user flows. Got this reviewed, made changes and moved into visual explorations.
Module 1: Creation of team and adding members
Teams here would be a collection of users with common interest and goals in terms of activities they want to perform. This page shows the list of teams for a manager.
Creating a new team
Module 2: Manage allocation logics and team settings
After adding the members to the team, settings such as logics for allocation of applications based on which the applications will flow into the team will be done in these pages. For ex: You can say the applications which has CIBL>650 should flow into these team.
Module 3: Manual allocations
Once the manager selects selects the application and clicks on “Manage”, he can able to manually allocate/reassign applications if they wanted to.
Unfortunately, after the product sign-off was completed, the feature got deprioritised in the new quarter.
Learnings & Others
Expanded my responsibility by leading this feature as sole designer (also without a senior designer to manage).
Managed to overcome limitation such as - No access to Users for insights - by making use of available resource like internal stakeholders who are domain experts, seeking feedback continuously and learned to talk their language.
As much as I had fun exploring various concepts and iterations, I learned that jumping between different directions, it sometimes caused delays, and lack of common vision within the team. To avoid this, I'll make sure gather enough information, define a common vision and outcome and move forward.