✦ Case Study — UX Redesign

MBS Experts: Redesigning a legacy mortgage-backed securities platform

Broadridge Financial Solutions
Financial Services
Lead UX Designer
2022–2023
600K+ Monthly Users
$700M+ Annual

A legacy system that was breaking under its own weight

600K+
Monthly active users
30+
Global locations served
$700M+
Annual revenue generated
90's
UI design era origins

MBS Experts® is Broadridge's flagship mortgage-backed securities platform, serving as the industry's most widely used post-trade processing system. For over two decades, it has powered complex financial transactions worth billions, but the interface remained stubbornly rooted in 90's design paradigms.

I led a comprehensive UX redesign initiative to transform this critical financial infrastructure from a dense, form-heavy system into an intuitive, modern platform that could scale with growing user demands and regulatory complexity.

This case study documents the complete redesign journey — from understanding the complex world of mortgage-backed securities to delivering a user experience that reduced cognitive load, improved efficiency, and maintained the platform's position as an industry leader.

01 · Problem

Users were drowning in complexity — one trade required navigating multiple disconnected screens

🔍
Fragmented Workflow
Completing a single trade required users to continuously monitor and switch between multiple separate application windows.
👁️
Visual Overload
The existing interface forced users to track information pixel-by-pixel across different screens, causing significant eye strain.
🧠
High Cognitive Load
Users had to maintain complex mental models of where information resided across the fragmented interface.
🚫
Poor Navigation
Moving back and forth between screens was cumbersome, with no clear information hierarchy or workflow guidance.
📊
Limited Reporting
Users had to export data to Excel for any cross-report analysis, despite having 40+ static report templates.
⏱️
Time-Intensive Training
New users required extensive training periods to understand and effectively use the complex system.
The system works, but it feels like we're fighting against it rather than working with it. Every trade is a battle.
— Senior Trader, User Research Interview · New York, 2022
02 · Approach

Applying user-centered design to transform a financial powerhouse

01
Discovery & Research
Conducted extensive user interviews, workflow analysis, and competitive research to understand pain points in MBS trading.
UX Research
02
Information Architecture
Restructured the IA to consolidate fragmented workflows into logical, connected user flows with clear navigation patterns.
IA Design
03
Iterative Design
Created wireframes, prototypes, and high-fidelity designs using modern design systems and responsive principles.
UI Design
04
Usability Testing
Conducted remote usability testing with traders across global locations to validate design decisions.
Testing
05
Implementation
Collaborated with development teams to ensure pixel-perfect implementation and maintained design consistency.
Delivery
03 · Key Decisions

Transforming complexity into clarity — before and after

BEFORE
Fragmented Multi-Window Experience
Users had to open and manage multiple separate application windows simultaneously, leading to context switching and lost productivity.
Legacy System
AFTER
Unified Single-Page Dashboard
Consolidated all critical trading information into a single, organized dashboard with clear information hierarchy and workflow guidance.
Modern UX
BEFORE
Dense Data Tables
Information was presented in overwhelming data grids with poor visual hierarchy and no clear action prioritization.
Data-First
AFTER
Contextual Information Design
Restructured data presentation with progressive disclosure, clear visual hierarchies, and action-oriented layouts.
User-Centered
BEFORE
Static Report Templates
Users were limited to 40+ predefined reports with no ability to create custom views or cross-analyze data.
Rigid
AFTER
Dynamic Reporting Engine
Implemented flexible reporting with drag-and-drop customization and real-time data visualization capabilities.
Flexible
04 · Features

Key features that revolutionized the trading experience

📊
Unified Dashboard
Single-page interface consolidating all trading activities, eliminating the need for multiple windows.
UX Innovation
🎯
Smart Prioritization
AI-powered trade prioritization based on SLA requirements, value, and urgency indicators.
AI-Powered
⚡
Bulk Operations
Streamlined bulk trade processing with batch validation and error handling.
Automation
📈
Advanced Analytics
Real-time performance metrics and customizable reporting dashboards.
Analytics
05 · Dashboard

The new MBS Experts trading interface

MBS Experts® - Trade Management
Live Trading
TRADING
📊 Dashboard
💼 Trade Entry
📋 Allocation
✅ Settlement
ANALYTICS
📈 Reports
⚙️ Settings
🤖
AI Trade Insights
3 high-priority trades require immediate attention. SLA breach risk detected.
Review Now
Snooze
247
Active Trades
+12% today
98.2%
SLA Compliance
+2.1%
$2.4B
Daily Volume
+8.5%
156
Pending Reviews
-5%
Priority
ID
Type
Status
Value
Security
Counterparty
Actions
HIGH
T-2024-001
PASS
Pending
$50M
FNMA 2024-15
JPMorgan
AI: Review SLA
MED
T-2024-002
TBILL
Processing
$25M
Treasury 4.5%
Goldman Sachs
AI: Auto-approve
LOW
T-2024-003
CMO
Settled
$15M
REMIC 2023-A
Morgan Stanley
✓ Complete
06 · Process

Design process that bridged finance and user experience

PHASE 1
Discovery & Research
Conducted stakeholder interviews, user observations, and workflow analysis. Created user personas and journey maps to understand the complex world of MBS trading.
User Research
Stakeholder Interviews
Workflow Analysis
PHASE 2
Ideation & Prototyping
Developed information architecture, user flows, and low-fidelity wireframes. Created interactive prototypes for key workflows and conducted internal reviews.
IA Design
Wireframing
Prototyping
PHASE 3
Design & Validation
Created high-fidelity designs using the Contour design system. Conducted usability testing with traders across global locations and iterated based on feedback.
Visual Design
Usability Testing
Iteration
PHASE 4
Implementation & Launch
Collaborated with development teams for implementation. Conducted training sessions and provided design system documentation for future development.
Development
Training
Documentation
07 · Outcomes

Measurable impact that transformed the business

75%
Reduction in user training time
40%
Increase in trade processing efficiency
95%
User satisfaction score
600K+
Monthly active users retained
$700M+
Annual revenue maintained
30+
Global locations supported

Domain Expertise is Critical

Financial systems require deep understanding of both user needs and complex domain requirements. Surface-level design changes aren't sufficient for enterprise platforms.

Legacy Systems Need Systemic Change

Redesigning individual screens isn't enough. Complete workflow restructuring and information architecture overhaul is necessary for meaningful improvement.

Stakeholder Alignment Drives Success

Building consensus across business, technology, and user stakeholders early in the process ensures smoother implementation and adoption.

Performance Metrics Matter

Financial systems must balance user experience improvements with system performance. Every design decision impacts processing efficiency and cost.

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