[Case 05]
AI-Powered Mortgage Platform Intelligent Workflows
Financial Services (GSE)
Freddie Mac Multifamily MyOptigo 2.0
Reimagining Multifamily Lending Through AI-Powered Experiences
[Project Overview]
Led UX strategy and AI experience design for MyOptigo 2.0, the next-generation evolution of Freddie Mac Multifamily’s mortgage platform. The platform introduces AI-powered navigation, enterprise search, and contextual assistants to help lenders, underwriters, and analysts quickly access tools, documentation, and workflows—transforming MyOptigo into an intelligent workspace that streamlines complex mortgage processes.
[Problem Statement]
While MyOptigo serves as the central hub for multifamily mortgage activities, the platform currently requires users to manually navigate complex workflows, locate tools across multiple modules, and determine their own starting point for tasks.
Underwriters, lenders, and analysts frequently spend significant time searching for documentation, verifying loan details, and coordinating across systems. Additionally, knowledge and data are distributed across multiple internal platforms, making it difficult to quickly find accurate information.
As Freddie Mac continues expanding its AI capabilities, the platform needed to evolve into an intelligent experience that proactively guides users, surfaces relevant tools, and embeds AI assistance directly into workflows.
MyOptigo 2.0 introduces persona-driven entry points, AI-powered enterprise search, and contextual assistants, helping users quickly access the information, applications, and insights needed to complete complex mortgage tasks efficiently.
[Industry]
Financial Services (GSE)
[My Role]
AI Experience Strategist
[Platforms]
Desktop
[Timeline]
2025 – Present
[Persona]
Jared Iglesias
Senior Underwriter
I need a platform that quickly takes me to the tools and information I need to evaluate loans and verify documentation without wasting time navigating multiple systems.
38
Dallas, Texas
Moderate
Male
[Goal]
Quickly access relevant loan data, documentation, and underwriting tools from a single workspace.
Reduce time spent searching across systems by leveraging AI-powered enterprise search and contextual recommendations.
Streamline document-heavy processes such as file uploads, validation, and data extraction using AI-assisted workflows.
[Frustrations]
Navigating multiple systems and modules to find the right starting point for underwriting tasks slows productivity.
Searching for loan documentation and policy information across distributed repositories is time-consuming.
Manual document review and data entry increases the likelihood of errors and delays in loan processing.
[Process]
[01] User Research
Conducted interviews and workflow observations with Freddie Mac Multifamily stakeholders including underwriters, analysts, and loan processors to understand pain points in current MyOptigo workflows.
Mapped the end-to-end mortgage lifecycle across key user groups, identifying opportunities where AI could reduce friction in document handling, knowledge retrieval, and workflow navigation.
Analyzed platform usage patterns and task flows to determine where users struggled to locate tools, information, or starting points for their work.
[02] Insights
Users wanted the platform to immediately guide them to the most relevant tasks and tools based on their role and workflow stage.
Knowledge and documentation were distributed across multiple internal systems, making it difficult to quickly find accurate information.
Document-heavy processes such as file uploads and data extraction presented strong opportunities for AI automation and efficiency gains.
[03] Design Solution
Designed a persona-based landing experience that dynamically surfaces relevant workflows, tools, and applications depending on the user’s role.
Introduced AI-powered enterprise search, allowing users to locate loan information, documentation, and policies across multiple internal systems through a single intelligent search experience.
Integrated FredAI, Freddie Mac’s contextual AI assistant, within a canonical interface layout that remains accessible as users navigate the platform. FredAI provides real-time answers, workflow guidance, and contextual assistance while users complete tasks.
[04] Testing & Iteration
Conducted iterative design reviews with Freddie Mac product owners, engineering teams, and business stakeholders to validate the AI-enabled workflow concepts.
Prototyped persona-based navigation and AI-assisted workflows to test how quickly users could locate tasks and complete underwriting activities.
Refined the FredAI assistant placement and interaction model to ensure it remained helpful without interrupting users’ core workflows.
[Outcome]
Reduced time spent searching for documentation and loan information through AI-powered enterprise search and contextual assistance.
Improved workflow efficiency by introducing persona-driven navigation that surfaces relevant tools and applications immediately upon login.
Streamlined document-heavy processes such as file uploads and data extraction through AI-enabled automation, reducing manual effort for underwriting teams.
[Key Learning]