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Documents enter the mortgage journey as part of the application.
Designing intelligence into the mortgage journey.
Turning complex mortgage documents into structured information that people can understand, verify and act on.
We designed document recognition into Origo to remove one of the most manual parts of mortgage origination. Using AI to extract and structure information from uploaded documents, the experience gives users clearer information, faster verification and greater confidence in what happens next.
Client: MQube (Origo)
Role: Product Design, UX/UI, Creative Direction
Year: 2024
01 - Context
Mortgages come with paperwork.
The information lenders need is often buried inside documents designed for people, not systems.
Mortgage applications involve documents containing large amounts of information that needs to be identified, understood and checked before a case can progress.
The opportunity wasn't simply to recognise that information. It was to rethink how it could be surfaced inside Origo, reducing manual handling while keeping users informed and in control.
02 - The idea
Don’t just extract it. Make it useful.
Recognition only creates value when people can understand what the system has found.
Rather than treating document recognition as a background process, we designed the experience around the relationship between the original document and the information extracted from it.
Users needed to see what had been recognised, understand where it came from and quickly identify anything that required their attention.
The intelligence could do the heavy lifting. The interface needed to make that intelligence clear.
03 - The experience
From document to decision.
Turning unstructured information into something people can review, verify and act on.
Recognise
AI identifies and extracts relevant information from the document.
Structure
Extracted information is organised into meaningful data rather than presented as an unstructured document.
Review
The interface connects recognised information back to its source, helping users understand and verify what has been found.
Act
Structured information can move through the wider Origo journey, supporting faster and more informed decision-making.
04 - Evidence
Designed around what brokers need to know.
Clear requirements, useful feedback and a visible path to getting the application ready.
The experience was redesigned around individual document requirements, giving brokers clearer guidance at the point they need it. Each state helps answer a simple question: what do I need, what needs my attention, and what do I need to do next?
Know what’s required
Document requirements are surfaced as individual slots, with contextual guidance explaining exactly what evidence is needed for the application.
This is an important part of the redesign. Rather than expecting brokers to interpret generic guidance elsewhere, the final model aligned the interface with the underlying document requirements.
Know what needs attention
Clear states and specific feedback show where evidence is incomplete or needs intervention, helping brokers resolve issues before they reach underwriting.
The experience provides feedback against individual document requirements, making problems and next steps clearer without relying on generic guidance.
Know when you’re ready
As requirements are satisfied, the interface provides a clear picture of application readiness, helping brokers package evidence correctly before the case moves forward.
05 - Proof
Less friction. Faster decisions.
Better evidence packaging helped more applications reach underwriting ready to be assessed.
Same-day decisions
Up from 10.2% within two months of launch.
Increase in same-day decisions
As a proportion of approvals following the redesigned evidence experience.
06 - Outcome
Less document handling. More informed decisions.
Intelligence works best when it becomes part of the experience.
Document recognition transformed a traditionally manual interaction into a more structured part of the Origo journey.
By combining AI with considered product design, complex information becomes easier to navigate, review and use, helping people spend less time processing documents and more time moving cases forward.