The primary goals of the redesign were to:

• Improve the usability and functionality of the dashboard.
• Streamline CPI premium accounting and billing processes.
• Enhance the escrow billing and loan details tab.
• Address user pain points with current report functionalities.
• To improve navigation and accessibility within CenterPoint.
• Enhance the aesthetic and functional aspects of the dashboard.

Various research activities were employed to gather user feedback, including:

• Moderated usability testing sessions with escrow clients.
• Direct user feedback through interviews.
• Analysis of user interactions with high-fidelity designs for escrow solutions.
• Collection of insights and suggestions from key users across different financial institutions.

User Experience

• Users appreciated the cleaner look and improved navigation of the redesigned dashboard.
• Stand-out features like the new search bar improved the ease of locating information significantly.
• Users highlighted the need for improved speed optimization and a better-organized dashboard layout. The newly added feature allowing users to rearrange panels on the dashboard to customize their layout effectively addresses this pain point.
• The ability to provide feedback via a widget was noted as a useful feature.

User Insights

• CPI Refund Requests: Users can request CPI refunds and access detailed insurance history through the "View documents, files and more" button.
• Sorting and Filtering: The system supports detailed sorting and filtering of insurance records, including borrower name, loan number, and policy status.
• Users can now see a list of policies needing funding directly from the sidebar of the Dashboard, allowing for simultaneous management of multiple queues.

Functional Improvements

• The CPI Billing section now allows users to see a list of policies needing funding directly from the sidebar of the Dashboard. Users can select and work on multiple queues simultaneously.
• The system supports detailed sorting and filtering of insurance records, including borrower name, loan number, and policy status.
• Streamlined claim filing and service request processes.
• Facilitate quick submissions and updates related to loans, insurance, and collateral.

Recovery & Claims Management

A comprehensive section on recovery details and claims management was incorporated, enabling users to view, track, and manage claims and recoveries associated with loans. The redesign provided clear visibility of information such as status, policy type, and date of loss.

Claim & Service Request Processes

The redesign simplified the steps required to file a claim or request a service. Users could now easily select policy and claim types, enter necessary information such as the VIN, and submit requests with auto-populated forms. The system provided immediate confirmation numbers and allowed for document uploads to support the claims or service requests.

CPI Billing

The CPI Billing section in the redesign facilitated the management of policies needing approved funding. Users could review and select actions for funding from a dropdown list, with the ability to filter and sort policies as required.

CenterPoint's Escrow is a comprehensive management system designed to streamline the escrow process for mortgage clients. It integrates key functionalities such as billing, payment processing, and detailed loan management into a unified platform. The system offers advanced features like pre-sorted billing queues, real-time data verification, and customizable reports, enabling users to efficiently manage escrow accounts and ensure accurate financial operations. With a focus on user experience, CenterPoint's Escrow includes tools for viewing critical data points, placing bills on hold, and generating insightful reports, ultimately enhancing the efficiency and accuracy of escrow management.

User Insights

• Recommendations included creating a clear workflow, using bulk approvals as the primary action, and providing more context about queue sorting.
• Viewing the actual bill document was crucial for decision-making. Clients suggested displaying key bill details on-screen to reduce the need for viewing the document.
• Clients appreciated the bill comparison feature and recommended adding policy effective dates to the compared data points.

Functional Improvements

• Clients valued alerts for bills close to due dates and the ability to reject a bill with a specified reason.
• The ability to place bills on hold for pay-offs and foreclosures was highly appreciated.
• Enhanced the bulk approval process to make it more straightforward and less error-prone.

CenterPoint's Reports module is an advanced analytics and reporting system designed to provide comprehensive insights into various financial operations. It allows users to generate customizable, real-time reports tailored to specific needs, such as compliance assessments, audit reports, loan histories, insurance claims, and escrow account summaries. The module supports detailed sorting and filtering options, enabling users to access and analyze pertinent data quickly and efficiently. Enhanced with user-friendly features like interactive dashboards and drill-down capabilities, CenterPoint's Reports ensure that users can easily track performance, identify trends, and make informed decisions based on accurate and up-to-date information.

User Insight

• Introduce more filters and customizable options to improve report usability.
• Ensure reports are timely and accurately named to reduce confusion.
• Consider user preference for separating and combining different types of reports based on need.

Functional Improvements

• The redesign focused on providing real-time data and customizable reports tailored to specific user needs, such as compliance assessments and audit reports.
• Users can access a variety of reports, including loan, insurance, and claim histories, with options for sorting and filtering.

The redesign of the CenterPoint dashboard, CPI, escrow, and reports aimed to address user frustrations and improve overall usability. While significant improvements were noted, ongoing refinements based on user feedback are essential to meet user needs effectively. By implementing the recommended changes, CenterPoint can further enhance its system's efficiency and user satisfaction.