Reimagining Title Underwriter Systems:300% Increase in Orders Processed

Title insurance

Reimagining Title Underwriter Systems:
300% Increase in Orders Processed

Future-Ready Platform through Light Service Design & User-Centric Strategy

Overview

Title Underwriter Insurance Group is a leading provider of title and settlement services for the real estate industry in the United States. With a nationwide network of offices and a strong commitment to technology-driven solutions, They offers a comprehensive suite of title, settlement, and appraisal services. Their goal is to streamline real estate transactions, reduce complexity, and enhance operational efficiency for their clients, including brokers, underwriters, and title agents.

The project aimed to transform the Under writer platform into the next-generation title production system, ensuring faster, more accurate, and seamless real estate transactions.

Overview

Lead Product Designer, Researcher, Scrum Master

tool kit

Figma, MIRO, JIRA, Paper & Pencil

PROJECT AIM

The business goal is to replace their current application with a user-centric platform that reimagines the fragmented title production process through light service design. By prioritising agents, underwriters, and specialists, and leveraging persona creation, consumer behaviour study, and service path mapping, The client aims to create a cost-effective and expedited solution that positions them for long-term success and growth in the digital era.

BUSINESS CHALLENGES

research goal

To understand user pain points, behaviors, and workflows across agents, underwriters, and specialists in the title production process, enabling the design of a streamlined, efficient, and cost-effective digital platform.

technology platform

Product Strategy Workshops and User Research

My approach

User Interviews

During the stakeholder workshops, I gathered insights from key departments to understand their roles, goals, and pain points. I facilitated brainstorming sessions, group discussions, and affinity mapping to drive participation and align objectives.

I led journey mapping workshops with underwriters, sales managers, and operations teams to uncover inefficiencies. Collaborating closely with engineers, I ensured technical feasibility, while aligning with the product owner to prioritize critical features. I created a detailed journey map capturing user emotions, expectations, and pain points to inform decision-making.

For ethnographic and desk research, I conducted 15+ qualitative interviews to gain a deep understanding of the title creation process, exploring user journeys, emotions, and preferred communication methods. Simultaneously, I analyzed the digital landscape—industry trends, technology, competition, and user needs—to identify factors shaping the demands of title production experts.

USER insights

Users struggle with fragmented processes and manual workflows, leading to delays and errors in title production.
Users interact with multiple disconnected systems, making it difficult to track requests and manage tasks efficiently.
Different personas have unique workflows that the current system does not accommodate.
Users frequently enter data manually, leading to errors and rework that slow down the title creation process.
New users find the system hard to navigate, increasing the learning curve and decreasing initial productivity.

BLUEPRINTING - CURRENT STATE

BLUEPRINTING - future STATE

I thoughtfully developed a detailed service blueprint mapping the end-to-end title insurance service production process. This blueprint offers a holistic view of the service ecosystem, encompassing front-stage and back-stage activities, interactions, and touchpoints. By visualizing the entire service process, we gained insights into opportunities for improving customer experience, optimizing internal processes, and ensuring consistency in service delivery.

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Drawing from research insights, future state user journeys, and the prioritization of features and functionality by the business, I devised a fresh information hierarchy and content model for the future tracker. Our objective was to ensure that the experience is straightforward, intuitive, and empowering for the users.

the future flow

In collaboration with the Product Owners and Key subject matter experts, I closely collaborated to develop the upcoming workflow and user tasks. Our aim was to ensure alignment with the critical business process while simultaneously enhancing the user experience and reimagining certain user flows.

Insights into Current Title Creation Process: User Journeys, Emotions, and Communication Methods

To acquire a comprehensive understanding of the current title creation process, including user journeys, emotions, and preferred communication methods, we conducted over 14 qualitative interviews lasting 90 minutes each. Additionally, I engaged with internal subject matter experts and the executive team over a two-week period.

Concurrently, we analyzed the digital landscape, considering factors such as industry, technology, and consumer trends. This exploration aimed to provide insights into the influences shaping the requirements of title production professionals.

PRODUCT ROADMAP

We built a title production experience blueprint that connected the ideal to-be user journey with experience goals and specific product features. We grouped features and functionalities into distinct phases, providing a clear roadmap for development and rollout. This comprehensive plan enables business and product owners to align their priorities and make informed decisions regarding feature development and implementation. By mapping out the service map, we have identified key areas for enhancement, such as automation, data integration, and personalized experiences

My Key Learnings

I learned how to align cross-functional stakeholders—from operations and underwriting to engineering and product—through collaborative UX frameworks like journey mapping, service blueprints, and co-creation workshops. By creating a shared understanding of user pain points and business objectives, I enabled faster decision-making and clarity across silos. This reinforced the power of UX as a strategic facilitator in complex ecosystems.

Title insurance