A Massive workflow upgrade
Click. Signed. Done.
How I Helped Eliminate the 35-Minute Signature Drag and Rewrote the Playbook for Loan Document Automation
The Paper Chase Problem
- Manual envelope creation outside core system
- Errors from mismatched signers or docs
- Zero visibility into real-time signature status
Agents were burning 30–40 minutes per loan just managing DocuSign outside the platform—downloading, uploading, chasing signatures across tabs. It wasn’t just inefficient. It was maddening.
Old Flow
Embed DocuSign into our internal platform and eliminate the “tab dance” once and for all—without losing control, compliance, or speed.
What We Set Out to Fix
- Centralize all DocuSign actions within the LOS UI
- Auto-map signer roles and document tagging
- Enable real-time status updates and audit tracking
The new embedded UI reduced 35 minutes of manual work to under 5—with 62.5 hours saved daily across 250 agents and $781K/year in cost savings. It became the default signature workflow overnight.
What Changed
- 62K+ cumulative hours saved since launch
- Eliminated 75%+ of DocuSign UI usage
- Triggered auto-routes, error prevention, and faster funding
new Flow
My Role: The Workflow Architect
- Developed service blueprint for entire closing process to unlock opportunity
- Designed envelope search, tagging, and signer assignment UI
- Built modular UX for LaserPro and supplemental doc support
I led the design effort from discovery to delivery—mapping edge cases, partnering with PM and engineering, and shaping a flow that ops would trust and adopt.