Agentic Home Lending
AI that guides mortgage applications from start to finish.
JPMorgan Chase · Senior Product Designer · 2024
AI-guided mortgage origination that turns a months-long process into days.
Agentic Home Lending redesigns the JPMorgan Chase mortgage experience using AI that proactively works on the applicant's behalf, gathering documents, flagging issues early, and surfacing alternatives before problems arise. The goal was to make a 45-day process feel guided, not grueling.
Challenge: 45 days of back-and-forth document exchanges.
Agentic Home Lending redesigns the JPMorgan Chase mortgage origination experience using agentic AI, turning a process that previously took 45 days of back-and-forth document exchanges into a guided, intelligent flow that adapts to each applicant's unique situation.
Approach: A guide that works on your behalf, not just a form wizard.
The agentic model means the system proactively works on the user's behalf: requesting the right documents at the right time, explaining why each is needed, flagging potential issues before underwriting, and surfacing alternative loan products when the primary option doesn't fit. The AI acts as a knowledgeable guide, not just a form wizard.
Solution: Progress Certainty Score: know exactly where you stand.
Designing for trust in a high-stakes financial transaction required extreme clarity at every step. We introduced a Progress Certainty Score, a real-time confidence indicator showing applicants exactly where they stood in the process. Pilot results: 41% reduction in time-to-close, 28% reduction in document re-requests, and NPS improvement from 22 to 61.
Results: 41% faster close. NPS from 22 to 61.
Internal pilot results showed 41% reduction in time-to-close, 28% fewer document re-requests, and NPS improvement from 22 to 61. Metrics reflect pilot scope, not full production rollout.
TLDR: The quick version.
Mortgage origination at Chase involved 45 days of back-and-forth document exchanges that left applicants confused and uncertain. The agentic model shifted the burden from applicant to system, proactively requesting the right documents, explaining why each was needed, and flagging underwriting issues before they caused delays. The key design challenge was conveying certainty in a high-stakes process, addressed through a Progress Certainty Score showing applicants exactly where they stood at every step. Pilot results: 41% faster time-to-close, 28% fewer document re-requests, and NPS improvement from 22 to 61.
