Loan Servicing Messaging Platform

Enabled 60% increase in agent efficiency and reduced missed payments by 30% by launching a compliant, automated borrower communication tool.

Overview

Designed a global text messaging tool for the internal loan management system, enabling timely customer communication, proactive payment alerts, and improved operational efficiency for hundreds of internal users.
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Role: Product designer
Team: PM, Devs , Design manager, QA, Compliance
Tools: Figma, Lucid chart , Jira, Slack , Hey Marvin
Technology: Twilio integration

The challenge

The loan servicing team was manually contacting borrowers to resolve missed payments — a time-consuming process prone to inconsistency and tracking issues. Borrowers often ignored calls or emails, and agents lacked visibility into which messages had been delivered or acknowledged.

We needed to design and launch a scalable text messaging platform that would streamline outreach, ensure compliance, and provide a clear escalation path — all while fitting seamlessly into the agents’ existing workflows.

Project Goals

Our goal was to streamline borrower communication for the loan servicing team by launching a compliant, scalable messaging platform. We focused on improving team efficiency, timely message, automated-messaging and borrower responsiveness all while reducing manual overhead.

Key objectives

Reduce missed payments by increasing borrower follow-through via timely, trackable SMS communication
Improve servicing team efficiency by minimizing manual follow-ups and streamlining message workflows
Ensure compliance through audit trails and message delivery tracking
Design for scalability so the system could support future servicing needs and multiple use cases
Improve agent visibility into message history and borrower interactions

Implement in-system notifications to ensure timely responses.
Improve borrower engagement, leading to better customer relationships and operational efficiency.

We designed and launched an integrated text messaging interface within the LMS, powered by Twilio’s API. This solution:

My approach

I followed a collaborative, iterative process involving close feedback loops with the servicing team, compliance stakeholders, and engineering. Each step was aimed at simplifying workflows while ensuring the solution remained compliant and easy to adopt.

User interviews

Business goals:

Arivo sought to streamline customer communication by integrating text messaging directly into its Loan Management System (LMS). The goal was to replace a third party tool, which had multiple inefficiencies, with a seamless, in-system messaging tool powered by Twilio.

User insights:

Manual Notation: Users had to manually copy and paste messages into the LMS to comply with company policy.
Fragmented Workflow: the third party tool operated on a separate interface, forcing users to switch between tabs to send and receive messages.
Missed Notifications: Text message alerts were sent via email, often going unnoticed, leading to unread messages and delayed responses.
Delayed Customer Engagement: Lack of timely intervention hindered relationship-building with borrowers.

Snapshot of user insights from Hey Marvin

So Arivo management decided to integrate Twilio in our Loan Management System. Twilio provides only the API and we designed and launched the user interface for the text messaging tool.

Text message a global or local component

Based on the analysis we chose text messages to be residing inside an account.

Product roadmap

We listed all the features and functionality and completed the important/difficulty matrix to find the features. Some of them are listed below.

User flow

Based on user insights and business goals, we mapped out a user flow outlining key features and functionalities.

Wireframes

Wireframes were designed for each feature and function and presented to the user group for feedback. Below are a few samples.

User testing and iteration

Tested prototypes with loan servicing agents and iterated based on feedback. Adjusted message tone, timing UX, and escalation patterns. Ensured agents could preview and confirm before sending.

Loan Servicing Messaging Platform

Overview

Final outcome after launch

Text interface

Message templates

Expand and collapse

Notifications