Bowery Valuation
Product
A web application providing lifecycle management for real estate appraisals via document upload, process management, and integration with related system (Salesforce).
Platform
Project Timeline
My Role
Team
Tools Used
Impact
Streamlined the collection of due diligence processes and saved appraisers an average of 8.4 hours per report.
BACKGROUND & PROBLEM
Create a way to track due diligence documents for clients and appraisers
At Bowery, we're focused on designing tools for appraisers to work efficiently to deliver appraisals.
In this project, I addressed the challenges associated with gathering due diligence documents for appraisal jobs. The existing process involved tedious email monitoring, document sorting, and communication between appraisers and clients (borrower, broker, or lender).
Delays can push deadlines to deliver the final report and ultimately impact the amount of job deals. To streamline this, I worked with my team to create a portal that only improves document tracking but also integrates seamlessly with our existing systems, utilizing Salesforce and Dropbox for efficient data management and organization.
Business Value
My end-to-end process leading a new product space
In my role as the project's lead designer, I facilitated communication among the cross-functional team to ensure alignment on progress and research. The team adopted a scrappy approach, aiming for quick learning and iteration. Collaborating with the lead UX Researcher, I developed prototypes for usability tests and synthesized best practice scorecards using PURE methodology for user experience improvements. During the research and beta testing phases, the Staff Engineer and I addressed technical constraints, applied feedbacks from research, integrated Salesforce and Dropbox, and strategized the opportunity to connect the portal to WebApp.
In 8 weeks, I delivered a portal that has been used by 1,200+ users to keep track of requested due diligence, saving a lot of back and forth in emails.
User journey of gathering due diligence after the Sales Team wins the bid for the appraisal job.
Discovery Phase
While clients face many challenges to faster loan times, we've decided the best problem to start with is the friction around collecting and sharing due diligence.
This problem was called out during client interviews run by our lead researcher.
The hassle of performing the necessary due diligence in a timely manner slows down appraisers. This delivers a solution that helps both the client and the appraiser.
Gathering the necessary documents involves more parties than any other step in the loan process, as the borrower, broker, or lender can have the necessary documents the appraiser needs. Therefore, streamlining this step would have the broadest impact.
Tackling the initial requirements
My first step was to define the requirements and scope of the project with my team. We discussed how to approach tackling Salesforce and Dropbox integration and transitioning users to the new workflow. Essential information about the appraisal process is stored in each of these systems. In the discovery phase for design, I spoke with users to learn their current workflows and mapped the friction points between appraisers and clients before creating wireframes.
Partnering with our Staff Engineer, we initially came to this list of requirements:
Technical
Salesforce is a touch point for appraisers to view and edit jobs. Connecting the portal to Salesforce would help us leverage the accurate information. We can generate a job link directly to the diligence page.
Integrate the portal with Dropbox and adding subcategories, removing the extra step for appraisers.
User Experience
Appraisers need a way to notify clients if the documents are incorrect.
Clients need to know the due diligence checklist.
Clients might not have all the documents ready for appraisers. It's important to show visibility into what's incomplete.
Initial sketches of ideas to kick start conversation with the team (PM and Engineers).
Testing WIP designs with a beta group
Creating a group of beta testers helped me gather the feedback to test and iterate. This process also helped the team and me to evaluate the adoption for this new workflow. This beta group consisted of 5-6 users (appraiser and client pairing) who provided feedback on the initial designs and iterations. I logged feature requests to bugs and feedback, prioritizing based on scope and time.
The initial designs included a progress tracker, due diligence checklist (customized per appraisal jobs), additional notes box, and a upload section. Appraisers could also customize the diligence checklist to match the job.
Learnings from our beta test:
Some clients added notes, but they weren't able to keep them per diligence category.
Some clients and appraisers had a conversation within the notes section.
It would be nice to view all current jobs with Bowery in one place to track diligence.
Hard to quickly review documents in the uploaded section (unsorted)
Data-Driven Research:
6.3 is the average number of due diligence documents requested per job done through the due diligence portal. (FullStory Analytics)
2.6 is the average number of due diligence documents requested but not received per job. (Appraiser-wide survey: ~51% response rate)
Based on the learnings and feedback, we found that the portal did reduce the constant back and forth. For users to continue using this, I needed to improve the experience. We could continue with v2 design.
MVP designs tested with beta group gathering valuable feedback to iterate on product.
Applying learnings and feedback
Based on the feedback, I walked through my Figma design iterations to discuss user interactions and updated information architecture of the page.
Iterations based on research-driven design:
Each due diligence is its own category, allowing users to view statuses, category specific notes and documents, and an incomplete and completed section.
Progress tracker in the header shows the status labels to bring additional visibility.
Slack notifications for appraisers when submitted diligence document(s) review required their attention.
Applying the learnings and feedback from users, here is the before (MVP) and after (v2) of the diligence portal.
Research
Usability testing and PURE methodology for v2 design
With a usable v2 prototype, it was time to do a usability test. The tests had 5 participants who I could observe using the portal and performing a couple activities. During the test, I prompted them to speak their thoughts out loud. After the usability test, I informed the team of the key takeaways from the research notes and executed a rollout plan for an updated design.
Findings from usability with clients:
2/3 participants missed the "submit for review" button on the card. Without submitting, appraisers aren't notified to review the document(s).
There are situations where the requested diligence is irrelevant.
Email notifications are more helpful to clients.
In addition to the usability test, the lead researcher and I conducted a PURE Audit to score usability best practices (based on NN/G) for the diligence portal and identify any further improvement opportunities. The updated design exceeded the industry standard benchmark, scoring an overall score of 26.
PURE Audit overall score of the v2 design based on industry standards (defined by NN/G).
Improvements made on v2 designs based on usability test with clients.
Outcomes & Impact
Releasing the portal to appraisers and clients
After 8 weeks, we released the new client portal to appraisers and clients.
It was used by 1,200+ clients saving Bowery ~43,200 appraiser-hours yearly, resulting in operational savings of ~$1.8M saved yearly.
The portal introduced a new opportunity to integrate with our WebApp to automate the approved diligence documents and increase workflow efficiency.
Projected Yearly Impact
Hours Saved
Cost Reduction
Todd T.
Managing Partner
"FYI, I love the new portal you guys have to share documents, it's cutting edge."
Devon K.
Borrower
"I have had a chance to use this new portal for a couple of deals, and it works very efficiently."
Andrew B.
Appraiser
"Thank you for tackling this due diligence pipeline issues! Huge strides have been made already with the portal."
Key Learnings
Throughout this project, I learned a few key lessons that has shaped how I approach projects today.
Fast prototyping and iteration
We were able to go through three rounds of iterations within an 8 week period as a result of testing early and often in part to building prototypes early with users. Working closely with my engineer, we were able to build usable prototypes to directly test with users.
Take advantage of what's already been built
Integrating with the existing system allowed us to maximize impact by leveraging the current tooling that we have built. We made smart improvements to the experience for both the appraiser and client personas
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Ronni Thieman • 2025
Made in New York.