UX Designer

• Sep 2017 - Present

UX Designer

• Jan 2016 - Aug 2017

My Local Broker aims to connect mortgage brokers with customers looking for a home loan, to refinance, or to invest in property. Its aggregation business, My Local Aggregation helps mortgage brokers grow their business with a full suite of marketing tools and ‘Chief,’ the tech-driven software platform created by brokers, for brokers. Its value proposition is to save time for brokers in their day-to-day job, giving them more time to build relationship with their customers. As a UX Designer, I carry out user research (broker interviews, contextual enquiry), wireframing, prototyping, hi-fidelity design and usability testing with mortgage brokers. I work collaboratively with other designers, developers and other stakeholders in designing various aspects of Chief. The project I'm most proud of was leading the design of Launchpad; a calculator which provides customers' borrowing power potential based on their situation and works out their funds position, whether they have sufficient funds to meet the property settlement or not. I have worked on Chief's form design to capture customer's information, scenario builder, as well as 3rd party services integration into Chief. I also worked on the usability testing on My Local Broker website prior to its launch. Aside from the products, I also did process mapping (not to dissimilar to a Service blueprint) for the brokers on-boarding process. This work was to identify process steps in broker on-boarding, looking at what was happening with Sales & BDM (front house) and Support team & external parties (back house). The outcome was used to highlight where the onboarding process is doing well & where it needs improvement. Show less

File Quality Analyst

• Feb 2014 - Dec 2015

As an analyst, my role is to provide quality assurance check on live home loan applications, with the end result of securitising them into mortgage-backed assets.Key responsibilities includes providing coaching to Application Approvals and fellow team members to increase quality compliance and efficiency and maintaining day-to-day operation in capacity of assistant team leader.I was also involved or selected as Process Champion/SME to collaborate with various business stakeholders such as Products & Market, Business Improvements and Application Approvals, developing work instructions and best practice workflow model for the business. The project helped standardise our workflow, thus enabling us to reach our securitisation target of $27billion in financial year 2014.I also had the opportunity to work closely with Head of Operations in designing communication materials for the business to showcase its achievements in financial year 2014 and 2015. Because of my graphic design skills, I was able to save the business money by not engaging Marketing department. Show less

Securitisation Officer

• Aug 2013 - Feb 2014

Responsible for checking compliance on settled home loan files to achieve securitisation targets set by Treasury. My day-to-day activities involved exercising knowledge on bank policies & conveyancing knowledge.

UX Designer

• 2015 - 2015

Final group project for real client in a 2-week timeframe as part of UXDI course at General Assembly. Yume facilitates distribution of excess food from small businesses (restaurants & cafes) to individuals and non-profit organisations (NPO). Our brief is to re-design the experience for NPO users. As a UX lead, my key responsibilities included user research, wireframing & hi-fidelity prototyping using Axure, annotating wireframes and user testing. The outcome of this project was a re-designed form, focusing on a simpler sign-up form, and recommendations for NPO to reserve and collect food donations more easily. Show less

CMS Remediation Officer

• Nov 2011 - Jan 2013

Key responsibilities included investigating and rectifying customers’ home loan portfolio records, liaising with our overseas counterpart in India on account remediation work they have done.

Security Variations Analyst

• Feb 2010 - Nov 2011

Key responsibilities included assessing variation requests on customers’ home loan portfolios, identifying and mitigating potential risk due to the variation and communicating with clients and other related parties to achieve satisfactory outcome.

Document Preparation Officer

• Aug 2008 - Feb 2010

Data Validation Officer

• Aug 2007 - Feb 2010

Valuation Officer

• Jul 2006 - Aug 2007

File Creation Officer

• Feb 2006 - Jul 2006