Building design…
DMS Editor
DMS Editor
DMS Editor
Transforming First American's Legacy Title Insurance Workflows into a Seamless Digital Experience.
Transforming First American's Legacy Title Insurance Workflows into a Seamless Digital Experience.
Transforming First American's Legacy Title Insurance Workflows into a Seamless Digital Experience.
Project Details
Team:
Product Designer (Me)
2 Product Managers
10 Sofware Engineers
1 Business Analyst
Project Deliverables:
Design System
Wireframes & Prototypes
Product Design
UI Flows
My Role:
Discovery & Research
UX & UI Design
Prototyping & User Testing
Client Communication
Tools:
Figma, Miro, Maze, Jira
Year:
2023
Overview
TL;DR
Picture this: A seasoned document administrator at First American (a Fortune 500) stares at her screen, comparing three nearly identical loan documents. One has an updated legal clause, another includes the correct property address, and the third—somewhere in this digital pile—contains the client's most recent signatures.
Her task? Create a perfectly tailored document by manually pulling together the correct transaction data, and clauses before the 5PM deadline!
Overview
TL;DR
Picture this: A seasoned document administrator at First American (a Fortune 500) stares at her screen, comparing three nearly identical loan documents. One has an updated legal clause, another includes the correct property address, and the third—somewhere in this digital pile—contains the client's most recent signatures.
Her task? Create a perfectly tailored document by manually pulling together the correct transaction data, and clauses before the 5PM deadline!
Overview
TL;DR
Picture this: A seasoned document administrator at First American (a Fortune 500) stares at her screen, comparing three nearly identical loan documents. One has an updated legal clause, another includes the correct property address, and the third—somewhere in this digital pile—contains the client's most recent signatures.
Her task? Create a perfectly tailored document by manually pulling together the correct transaction data, and clauses before the 5PM deadline!
Overview
TL;DR
Picture this: A seasoned document administrator at First American (a Fortune 500) stares at her screen, comparing three nearly identical loan documents. One has an updated legal clause, another includes the correct property address, and the third—somewhere in this digital pile—contains the client's most recent signatures.
Her task? Create a perfectly tailored document by manually pulling together the correct transaction data, and clauses before the 5PM deadline!
When "The Way We've Always Done It" Stopped Working
The Problem
The above scenario was business as usual at First American, a financial services company which provides title insurance and settlement services to the real estate and mortgage industries. The legacy system had numerous challenges; it had been in place for decades, but it hadn’t kept up with the demands of modern business:
Manual and Tedious: Every document was a mix of copy-pasting, checking, and re-checking for compliance. One mistake could delay the transaction by weeks.Time Wasted: 60% of underwriters' time was spent on documents assembly, not risks analysis.Outdated Legacy System: The legacy system hadn’t been updated since the early 2000s. Every transaction involved a high-stakes game of “Find the Error.”
As one underwriter put it:
"We're not just fighting inefficiency—we're risking lawsuits with every manual copy-paste."
When "The Way We've Always Done It" Stopped Working
The Problem
The above scenario was business as usual at First American, a financial services company which provides title insurance and settlement services to the real estate and mortgage industries. The legacy system had numerous challenges; it had been in place for decades, but it hadn’t kept up with the demands of modern business:
Manual and Tedious: Every document was a mix of copy-pasting, checking, and re-checking for compliance. One mistake could delay the transaction by weeks.Time Wasted: 60% of underwriters' time was spent on documents assembly, not risks analysis.Outdated Legacy System: The legacy system hadn’t been updated since the early 2000s. Every transaction involved a high-stakes game of “Find the Error.”
As one underwriter put it:
"We're not just fighting inefficiency—we're risking lawsuits with every manual copy-paste."
When "The Way We've Always Done It" Stopped Working
The Problem
The above scenario was business as usual at First American, a financial services company which provides title insurance and settlement services to the real estate and mortgage industries. The legacy system had numerous challenges; it had been in place for decades, but it hadn’t kept up with the demands of modern business:
Manual and Tedious: Every document was a mix of copy-pasting, checking, and re-checking for compliance. One mistake could delay the transaction by weeks.Time Wasted: 60% of underwriters' time was spent on documents assembly, not risks analysis.Outdated Legacy System: The legacy system hadn’t been updated since the early 2000s. Every transaction involved a high-stakes game of “Find the Error.”
As one underwriter put it:
"We're not just fighting inefficiency—we're risking lawsuits with every manual copy-paste."
When "The Way We've Always Done It" Stopped Working
The Problem
The above scenario was business as usual at First American, a financial services company which provides title insurance and settlement services to the real estate and mortgage industries. The legacy system had numerous challenges; it had been in place for decades, but it hadn’t kept up with the demands of modern business:
Manual and Tedious: Every document was a mix of copy-pasting, checking, and re-checking for compliance. One mistake could delay the transaction by weeks.Time Wasted: 60% of underwriters' time was spent on documents assembly, not risks analysis.Outdated Legacy System: The legacy system hadn’t been updated since the early 2000s. Every transaction involved a high-stakes game of “Find the Error.”
As one underwriter put it:
"We're not just fighting inefficiency—we're risking lawsuits with every manual copy-paste."
Building a Smarter, More Flexible System
Our Solution
We reimagined the document creation and management process by building a smart DMS Editor that allowed document administrators to easily create transaction-specific documents(Template Instances) using reusable templates. These templates could be dynamically customized with features like Data Elements, Components, and Conditions, significantly speeding up document creation and reducing human error.
Smart Editing: "Components" feature allowed users to easily insert clauses into place, eliminating the need to start from scratch with every document.Data Syncing: "Data Elements" feature kept all information in sync, ensuring the correct data appeared in every document, every time, without manual input.Automatic Compliance: "Conditions" feature automatically adjusted templates to comply with over 50 state regulations, locking in the correct clauses.
Document Administrators and underwriters were finally able to focus on what truly mattered—delivering accurate, compliant documents on time, without the burden of navigating complex, outdated systems.
Building a Smarter, More Flexible System
Our Solution
We reimagined the document creation and management process by building a smart DMS Editor that allowed document administrators to easily create transaction-specific documents(Template Instances) using reusable templates. These templates could be dynamically customized with features like Data Elements, Components, and Conditions, significantly speeding up document creation and reducing human error.
Smart Editing: "Components" feature allowed users to easily insert clauses into place, eliminating the need to start from scratch with every document.Data Syncing: "Data Elements" feature kept all information in sync, ensuring the correct data appeared in every document, every time, without manual input.Automatic Compliance: "Conditions" feature automatically adjusted templates to comply with over 50 state regulations, locking in the correct clauses.
Document Administrators and underwriters were finally able to focus on what truly mattered—delivering accurate, compliant documents on time, without the burden of navigating complex, outdated systems.
Building a Smarter, More Flexible System
Our Solution
We reimagined the document creation and management process by building a smart DMS Editor that allowed document administrators to easily create transaction-specific documents(Template Instances) using reusable templates. These templates could be dynamically customized with features like Data Elements, Components, and Conditions, significantly speeding up document creation and reducing human error.
Smart Editing: "Components" feature allowed users to easily insert clauses into place, eliminating the need to start from scratch with every document.Data Syncing: "Data Elements" feature kept all information in sync, ensuring the correct data appeared in every document, every time, without manual input.Automatic Compliance: "Conditions" feature automatically adjusted templates to comply with over 50 state regulations, locking in the correct clauses.
Document Administrators and underwriters were finally able to focus on what truly mattered—delivering accurate, compliant documents on time, without the burden of navigating complex, outdated systems.
Building a Smarter, More Flexible System
Our Solution
We reimagined the document creation and management process by building a smart DMS Editor that allowed document administrators to easily create transaction-specific documents(Template Instances) using reusable templates. These templates could be dynamically customized with features like Data Elements, Components, and Conditions, significantly speeding up document creation and reducing human error.
Smart Editing: "Components" feature allowed users to easily insert clauses into place, eliminating the need to start from scratch with every document.Data Syncing: "Data Elements" feature kept all information in sync, ensuring the correct data appeared in every document, every time, without manual input.Automatic Compliance: "Conditions" feature automatically adjusted templates to comply with over 50 state regulations, locking in the correct clauses.
Document Administrators and underwriters were finally able to focus on what truly mattered—delivering accurate, compliant documents on time, without the burden of navigating complex, outdated systems.
Research & Discovery
Understanding the Users and their Pain Points
My journey began by understanding the users—underwriters, document admins, and compliance officers at First American—who were struggling with clunky, inefficient systems. To gain a deeper understanding, I facilitated user interviews and observed day-to-day workflows of First American's enterprise environment.
One particularly telling statement came from a senior underwriter, who said:
"I spend my whole day looking for errors. It's like a never-ending cycle of fixing other people's mistakes."
We also conducted usability audits on the existing platform, identifying friction points in the user journey—from the outdated interface to the redundant manual steps that often led to mistakes.
Research & Discovery
Understanding the Users and their Pain Points
My journey began by understanding the users—underwriters, document admins, and compliance officers at First American—who were struggling with clunky, inefficient systems. To gain a deeper understanding, I facilitated user interviews and observed day-to-day workflows of First American's enterprise environment.
One particularly telling statement came from a senior underwriter, who said:
"I spend my whole day looking for errors. It's like a never-ending cycle of fixing other people's mistakes."
We also conducted usability audits on the existing platform, identifying friction points in the user journey—from the outdated interface to the redundant manual steps that often led to mistakes.
Research & Discovery
Understanding the Users and their Pain Points
My journey began by understanding the users—underwriters, document admins, and compliance officers at First American—who were struggling with clunky, inefficient systems. To gain a deeper understanding, I facilitated user interviews and observed day-to-day workflows of First American's enterprise environment.
One particularly telling statement came from a senior underwriter, who said:
"I spend my whole day looking for errors. It's like a never-ending cycle of fixing other people's mistakes."
We also conducted usability audits on the existing platform, identifying friction points in the user journey—from the outdated interface to the redundant manual steps that often led to mistakes.
Research & Discovery
Understanding the Users and their Pain Points
My journey began by understanding the users—underwriters, document admins, and compliance officers at First American—who were struggling with clunky, inefficient systems. To gain a deeper understanding, I facilitated user interviews and observed day-to-day workflows of First American's enterprise environment.
One particularly telling statement came from a senior underwriter, who said:
"I spend my whole day looking for errors. It's like a never-ending cycle of fixing other people's mistakes."
We also conducted usability audits on the existing platform, identifying friction points in the user journey—from the outdated interface to the redundant manual steps that often led to mistakes.
Identifying the Problems
Through these interactions, we learned that:
Manual, Repetitive Tasks: 60% of underwriters' time was spent on document assembly and menial tasks(copying, pasting, and comparing text across multiple documents), not risk analysis.Legacy System Frustration: The outdated platform created inconsistencies, inefficiencies, and errors that threatened the accuracy of documents and compliance.High Stress and Frustration: Underwriters were overwhelmed by the complexity and manual effort involved in creating documents, increasing the risk of mistakes.
Identifying the Problems
Through these interactions, we learned that:
Manual, Repetitive Tasks: 60% of underwriters' time was spent on document assembly and menial tasks(copying, pasting, and comparing text across multiple documents), not risk analysis.Legacy System Frustration: The outdated platform created inconsistencies, inefficiencies, and errors that threatened the accuracy of documents and compliance.High Stress and Frustration: Underwriters were overwhelmed by the complexity and manual effort involved in creating documents, increasing the risk of mistakes.
Identifying the Problems
Through these interactions, we learned that:
Manual, Repetitive Tasks: 60% of underwriters' time was spent on document assembly and menial tasks(copying, pasting, and comparing text across multiple documents), not risk analysis.Legacy System Frustration: The outdated platform created inconsistencies, inefficiencies, and errors that threatened the accuracy of documents and compliance.High Stress and Frustration: Underwriters were overwhelmed by the complexity and manual effort involved in creating documents, increasing the risk of mistakes.
Identifying the Problems
Through these interactions, we learned that:
Manual, Repetitive Tasks: 60% of underwriters' time was spent on document assembly and menial tasks(copying, pasting, and comparing text across multiple documents), not risk analysis.Legacy System Frustration: The outdated platform created inconsistencies, inefficiencies, and errors that threatened the accuracy of documents and compliance.High Stress and Frustration: Underwriters were overwhelmed by the complexity and manual effort involved in creating documents, increasing the risk of mistakes.
Synthesis & Key Insights
Turning Data into Design
The research and data dive revealed a series of key insights that helped us shape the product vision. The challenge was clear: create a system that automated complexity while providing flexibility and simplicity for the user.
With these insights, we had a clear direction for how to approach the UX Design phase:
Synthesis & Key Insights
Turning Data into Design
The research and data dive revealed a series of key insights that helped us shape the product vision. The challenge was clear: create a system that automated complexity while providing flexibility and simplicity for the user.
With these insights, we had a clear direction for how to approach the UX Design phase:
Synthesis & Key Insights
Turning Data into Design
The research and data dive revealed a series of key insights that helped us shape the product vision. The challenge was clear: create a system that automated complexity while providing flexibility and simplicity for the user.
With these insights, we had a clear direction for how to approach the UX Design phase:
Synthesis & Key Insights
Turning Data into Design
The research and data dive revealed a series of key insights that helped us shape the product vision. The challenge was clear: create a system that automated complexity while providing flexibility and simplicity for the user.
With these insights, we had a clear direction for how to approach the UX Design phase:
Manual Processes & Labour Were the Enemy
Users spent too much time on error-prone repetitive tasks like copying clauses.
Manual Processes & Labour Were the Enemy
Users spent too much time on error-prone repetitive tasks like copying clauses.
Manual Processes & Labour Were the Enemy
Users spent too much time on error-prone repetitive tasks like copying clauses.
Manual Processes & Labour Were the Enemy
Users spent too much time on error-prone repetitive tasks like copying clauses.
State-Specific Flexibility Was Essential
Templates have to adapt to each state’s requirements without manual intervention.
State-Specific Flexibility Was Essential
Templates have to adapt to each state’s requirements without manual intervention.
State-Specific Flexibility Was Essential
Templates have to adapt to each state’s requirements without manual intervention.
State-Specific Flexibility Was Essential
Templates have to adapt to each state’s requirements without manual intervention.
Document Consistency Was Important
Data discrepancies between different documents often led to costly mistakes.
Document Consistency Was Important
Data discrepancies between different documents often led to costly mistakes.
Document Consistency Was Important
Data discrepancies between different documents often led to costly mistakes.
Document Consistency Was Important
Data discrepancies between different documents often led to costly mistakes.
The Design Process
Iterative, Data-Driven
Armed with insights from our research, I began designing solutions that would address the core pain points. The goal was to create an experience that felt simple intuitive but robust enough to handle the complex needs of First American’s underwriting teams.
The Design Process
Iterative, Data-Driven
Armed with insights from our research, I began designing solutions that would address the core pain points. The goal was to create an experience that felt simple intuitive but robust enough to handle the complex needs of First American’s underwriting teams.
The Design Process
Iterative, Data-Driven
Armed with insights from our research, I began designing solutions that would address the core pain points. The goal was to create an experience that felt simple intuitive but robust enough to handle the complex needs of First American’s underwriting teams.
The Design Process
Iterative, Data-Driven
Armed with insights from our research, I began designing solutions that would address the core pain points. The goal was to create an experience that felt simple intuitive but robust enough to handle the complex needs of First American’s underwriting teams.
Wireframes, Ideation and User Flows
UX Design
I began with wireframes to lay the foundation of the system. I focused on simplifying template creation process, version management, components insertions, logical conditioning and integration of Data Elements; enabling users to quickly pull in the right data or clauses and ensuring the system could automatically apply the appropriate legal language based on specific triggers (such as location or transaction type).
Next, I created detailed user flows that mapped out how users would interact with the system—from selecting a template, customizing it with components, to ensuring it was compliant with the appropriate state or division regulations.
Wireframes, Ideation and User Flows
UX Design
I began with wireframes to lay the foundation of the system. I focused on simplifying template creation process, version management, components insertions, logical conditioning and integration of Data Elements; enabling users to quickly pull in the right data or clauses and ensuring the system could automatically apply the appropriate legal language based on specific triggers (such as location or transaction type).
Next, I created detailed user flows that mapped out how users would interact with the system—from selecting a template, customizing it with components, to ensuring it was compliant with the appropriate state or division regulations.
Wireframes, Ideation and User Flows
UX Design
I began with wireframes to lay the foundation of the system. I focused on simplifying template creation process, version management, components insertions, logical conditioning and integration of Data Elements; enabling users to quickly pull in the right data or clauses and ensuring the system could automatically apply the appropriate legal language based on specific triggers (such as location or transaction type).
Next, I created detailed user flows that mapped out how users would interact with the system—from selecting a template, customizing it with components, to ensuring it was compliant with the appropriate state or division regulations.
Wireframes, Ideation and User Flows
UX Design
I began with wireframes to lay the foundation of the system. I focused on simplifying template creation process, version management, components insertions, logical conditioning and integration of Data Elements; enabling users to quickly pull in the right data or clauses and ensuring the system could automatically apply the appropriate legal language based on specific triggers (such as location or transaction type).
Next, I created detailed user flows that mapped out how users would interact with the system—from selecting a template, customizing it with components, to ensuring it was compliant with the appropriate state or division regulations.
Design System & Visual Design
UI Design
Once the wireframes and flows were validated, we moved to the UI Design phase, where the visual language began to take shape. Given the complex nature of Template Application as a smart document editor within a broader enterprise suite, we needed to design a system that was both scalable and cohesive.
The Design System was one of the most critical pieces of this phase. We developed a comprehensive set of UI components that would scale across the broader enterprise suite and streamline development.
Intuitive UI for Complex Workflows
I designed a clean, structured interface with subtle interactions and consistent visuals — empowering users to navigate complex documents confidently and work faster without second-guessing their every move.
Design System & Visual Design
UI Design
Once the wireframes and flows were validated, we moved to the UI Design phase, where the visual language began to take shape. Given the complex nature of Template Application as a smart document editor within a broader enterprise suite, we needed to design a system that was both scalable and cohesive.
The Design System was one of the most critical pieces of this phase. We developed a comprehensive set of UI components that would scale across the broader enterprise suite and streamline development.
Intuitive UI for Complex Workflows
I designed a clean, structured interface with subtle interactions and consistent visuals — empowering users to navigate complex documents confidently and work faster without second-guessing their every move.
Design System & Visual Design
UI Design
Once the wireframes and flows were validated, we moved to the UI Design phase, where the visual language began to take shape. Given the complex nature of Template Application as a smart document editor within a broader enterprise suite, we needed to design a system that was both scalable and cohesive.
The Design System was one of the most critical pieces of this phase. We developed a comprehensive set of UI components that would scale across the broader enterprise suite and streamline development.
Intuitive UI for Complex Workflows
I designed a clean, structured interface with subtle interactions and consistent visuals — empowering users to navigate complex documents confidently and work faster without second-guessing their every move.
Design System & Visual Design
UI Design
Once the wireframes and flows were validated, we moved to the UI Design phase, where the visual language began to take shape. Given the complex nature of Template Application as a smart document editor within a broader enterprise suite, we needed to design a system that was both scalable and cohesive.
The Design System was one of the most critical pieces of this phase. We developed a comprehensive set of UI components that would scale across the broader enterprise suite and streamline development.
Intuitive UI for Complex Workflows
I designed a clean, structured interface with subtle interactions and consistent visuals — empowering users to navigate complex documents confidently and work faster without second-guessing their every move.
Design Highlights
Powering Intelligence behind the scenes
Beneath the clean, intuitive surface of the DMS Editor lived a deep well of powerful functionality. Our goal was to make complexity feel invisible — and these were some of the key design highlights that made it possible:
Data ElementsComponentsConditionsTemplate Status Lifecycle
Design Highlights
Powering Intelligence behind the scenes
Beneath the clean, intuitive surface of the DMS Editor lived a deep well of powerful functionality. Our goal was to make complexity feel invisible — and these were some of the key design highlights that made it possible:
Data ElementsComponentsConditionsTemplate Status Lifecycle
Design Highlights
Powering Intelligence behind the scenes
Beneath the clean, intuitive surface of the DMS Editor lived a deep well of powerful functionality. Our goal was to make complexity feel invisible — and these were some of the key design highlights that made it possible:
Data ElementsComponentsConditionsTemplate Status Lifecycle
Design Highlights
Powering Intelligence behind the scenes
Beneath the clean, intuitive surface of the DMS Editor lived a deep well of powerful functionality. Our goal was to make complexity feel invisible — and these were some of the key design highlights that made it possible:
Data ElementsComponentsConditionsTemplate Status Lifecycle
Smart Text Editing Features
Auto Data Syncing, Building Blocks & Logical Rules
Data Elements
We introduced Data Elements as dynamic placeholders that pulled live information from transaction records into documents. Instead of manually entering addresses, dates, or party names, users could insert a Data Element once — and trust it would always stay up-to-date and accurate.
Components
Rather than writing common clauses from scratch every time, Components allowed admins to reuse predefined blocks of legal language.
Conditions
Different transactions, states, and divisions often required slight but critical document variations. Conditions made templates flexible using logical rules to show or hide sections based on transaction-specific data, without users' manual intervention.
Template Status Lifecycle
Templates evolved through four clear statuses — Draft, Maintenance, Active, and Inactive — each designed to prevent accidental errors and maintain rigorous version control, ensuring that only fully validated templates made it into real transactions.
Smart Text Editing Features
Auto Data Syncing, Building Blocks & Logical Rules
Data Elements
We introduced Data Elements as dynamic placeholders that pulled live information from transaction records into documents. Instead of manually entering addresses, dates, or party names, users could insert a Data Element once — and trust it would always stay up-to-date and accurate.
Components
Rather than writing common clauses from scratch every time, Components allowed admins to reuse predefined blocks of legal language.
Conditions
Different transactions, states, and divisions often required slight but critical document variations. Conditions made templates flexible using logical rules to show or hide sections based on transaction-specific data, without users' manual intervention.
Template Status Lifecycle
Templates evolved through four clear statuses — Draft, Maintenance, Active, and Inactive — each designed to prevent accidental errors and maintain rigorous version control, ensuring that only fully validated templates made it into real transactions.
Smart Text Editing Features
Auto Data Syncing, Building Blocks & Logical Rules
Data Elements
We introduced Data Elements as dynamic placeholders that pulled live information from transaction records into documents. Instead of manually entering addresses, dates, or party names, users could insert a Data Element once — and trust it would always stay up-to-date and accurate.
Components
Rather than writing common clauses from scratch every time, Components allowed admins to reuse predefined blocks of legal language.
Conditions
Different transactions, states, and divisions often required slight but critical document variations. Conditions made templates flexible using logical rules to show or hide sections based on transaction-specific data, without users' manual intervention.
Template Status Lifecycle
Templates evolved through four clear statuses — Draft, Maintenance, Active, and Inactive — each designed to prevent accidental errors and maintain rigorous version control, ensuring that only fully validated templates made it into real transactions.
Smart Text Editing Features
Auto Data Syncing, Building Blocks & Logical Rules
Data Elements
We introduced Data Elements as dynamic placeholders that pulled live information from transaction records into documents. Instead of manually entering addresses, dates, or party names, users could insert a Data Element once — and trust it would always stay up-to-date and accurate.
Components
Rather than writing common clauses from scratch every time, Components allowed admins to reuse predefined blocks of legal language.
Conditions
Different transactions, states, and divisions often required slight but critical document variations. Conditions made templates flexible using logical rules to show or hide sections based on transaction-specific data, without users' manual intervention.
Template Status Lifecycle
Templates evolved through four clear statuses — Draft, Maintenance, Active, and Inactive — each designed to prevent accidental errors and maintain rigorous version control, ensuring that only fully validated templates made it into real transactions.
User Testing & Design Refinements
In title insurance, a misplaced comma could derail a million-dollar transaction — so I knew our designs had to be more than functional; they had to inspire absolute trust. Through rounds of usability testing with document administrators and underwriters, I uncovered hidden friction points, validated critical workflows, and fine-tuned the editor until users no longer thought about the tool — they simply worked.
I also experimented with A/B testing using Maze to refine subtle but important details: Does highlighting a condition rule or component improve compliance? Does showing a live status badge reduce anxiety during editing? Every insight brought us closer to an invisible, seamless experience.
User Testing & Design Refinements
In title insurance, a misplaced comma could derail a million-dollar transaction — so I knew our designs had to be more than functional; they had to inspire absolute trust. Through rounds of usability testing with document administrators and underwriters, I uncovered hidden friction points, validated critical workflows, and fine-tuned the editor until users no longer thought about the tool — they simply worked.
I also experimented with A/B testing using Maze to refine subtle but important details: Does highlighting a condition rule or component improve compliance? Does showing a live status badge reduce anxiety during editing? Every insight brought us closer to an invisible, seamless experience.
User Testing & Design Refinements
In title insurance, a misplaced comma could derail a million-dollar transaction — so I knew our designs had to be more than functional; they had to inspire absolute trust. Through rounds of usability testing with document administrators and underwriters, I uncovered hidden friction points, validated critical workflows, and fine-tuned the editor until users no longer thought about the tool — they simply worked.
I also experimented with A/B testing using Maze to refine subtle but important details: Does highlighting a condition rule or component improve compliance? Does showing a live status badge reduce anxiety during editing? Every insight brought us closer to an invisible, seamless experience.
User Testing & Design Refinements
In title insurance, a misplaced comma could derail a million-dollar transaction — so I knew our designs had to be more than functional; they had to inspire absolute trust. Through rounds of usability testing with document administrators and underwriters, I uncovered hidden friction points, validated critical workflows, and fine-tuned the editor until users no longer thought about the tool — they simply worked.
I also experimented with A/B testing using Maze to refine subtle but important details: Does highlighting a condition rule or component improve compliance? Does showing a live status badge reduce anxiety during editing? Every insight brought us closer to an invisible, seamless experience.
Faster Closings, Fewer Errors, Happier Teams
Outcome & Impact
The transformation wasn’t just about cleaner screens or smarter documents — it fundamentally changed how First American’s teams worked:
24% faster processing: Reduced manual edits led to quicker title insurance transaction turnaround.20% fewer handoff errors: Design system improved alignment between design and development.Higher user trust & adoption: Underwriters and Doc Admins felt more confident, focusing on decisions, not admin work.Improved document accuracy: Data Elements reduced errors across multi-document transactions.
“It feels like the system knows what I need before I do.”
— Feedback from a First American Senior Underwriter
Faster Closings, Fewer Errors, Happier Teams
Outcome & Impact
The transformation wasn’t just about cleaner screens or smarter documents — it fundamentally changed how First American’s teams worked:
24% faster processing: Reduced manual edits led to quicker title insurance transaction turnaround.20% fewer handoff errors: Design system improved alignment between design and development.Higher user trust & adoption: Underwriters and Doc Admins felt more confident, focusing on decisions, not admin work.Improved document accuracy: Data Elements reduced errors across multi-document transactions.
“It feels like the system knows what I need before I do.”
— Feedback from a First American Senior Underwriter
Faster Closings, Fewer Errors, Happier Teams
Outcome & Impact
The transformation wasn’t just about cleaner screens or smarter documents — it fundamentally changed how First American’s teams worked:
24% faster processing: Reduced manual edits led to quicker title insurance transaction turnaround.20% fewer handoff errors: Design system improved alignment between design and development.Higher user trust & adoption: Underwriters and Doc Admins felt more confident, focusing on decisions, not admin work.Improved document accuracy: Data Elements reduced errors across multi-document transactions.
“It feels like the system knows what I need before I do.”
— Feedback from a First American Senior Underwriter
Faster Closings, Fewer Errors, Happier Teams
Outcome & Impact
The transformation wasn’t just about cleaner screens or smarter documents — it fundamentally changed how First American’s teams worked:
24% faster processing: Reduced manual edits led to quicker title insurance transaction turnaround.20% fewer handoff errors: Design system improved alignment between design and development.Higher user trust & adoption: Underwriters and Doc Admins felt more confident, focusing on decisions, not admin work.Improved document accuracy: Data Elements reduced errors across multi-document transactions.
“It feels like the system knows what I need before I do.”
— Feedback from a First American Senior Underwriter
Over 24%
drop in title Transaction Processing Time.
Over 24%
drop in title Transaction Processing Time.
Over 24%
drop in title Transaction Processing Time.
Over 24%
drop in title Transaction Processing Time.
20%
fewer Design-to-Development Errors.
20%
fewer Design-to-Development Errors.
20%
fewer Design-to-Development Errors.
20%
fewer Design-to-Development Errors.
33%
faster onboarding and adoption across teams.
33%
faster onboarding and adoption across teams.
33%
faster onboarding and adoption across teams.
33%
faster onboarding and adoption across teams.
Reflections and Learnings
Simplicity amid Complexity
Working on the Template Application was a masterclass in balancing power with simplicity. This wasn’t about designing flashy features — it was about earning users' trust in a deeply complex, high-stakes environment. This experience strengthened my ability to lead cross-functional collaboration in complex domains and reinforced my belief that:
the best UX work happens where user needs, business goals, and technical constraints meet.
Reflections and Learnings
Simplicity amid Complexity
Working on the Template Application was a masterclass in balancing power with simplicity. This wasn’t about designing flashy features — it was about earning users' trust in a deeply complex, high-stakes environment. This experience strengthened my ability to lead cross-functional collaboration in complex domains and reinforced my belief that:
the best UX work happens where user needs, business goals, and technical constraints meet.
Reflections and Learnings
Simplicity amid Complexity
Working on the Template Application was a masterclass in balancing power with simplicity. This wasn’t about designing flashy features — it was about earning users' trust in a deeply complex, high-stakes environment. This experience strengthened my ability to lead cross-functional collaboration in complex domains and reinforced my belief that:
the best UX work happens where user needs, business goals, and technical constraints meet.
Reflections and Learnings
Simplicity amid Complexity
Working on the Template Application was a masterclass in balancing power with simplicity. This wasn’t about designing flashy features — it was about earning users' trust in a deeply complex, high-stakes environment. This experience strengthened my ability to lead cross-functional collaboration in complex domains and reinforced my belief that:
the best UX work happens where user needs, business goals, and technical constraints meet.
Ready for the next project?
Ready for the next project?
