Overview

First American Title is an industry leader in title insurance and closing assistance in many different real estate markets. Ultimately, a large portion of their work relies on documents and contracts that are included in closing operations of a real estate transaction. These documents are created and maintained by title and escrow officers and, as one could imagine, have many legal requirements, compliance and regulations that accompany them. A robust system was in place for creating and sharing these documents internally for use, however, this system has rapidly become outdated. With new technical advancements, including AI, an evaluative discovery and design innovation exercise is well underway.

First up, the creation of a Document Management Services (DMS). This group is working to deliver a comprehensive, modern, secure, and compliant set of enterprise applications that streamline template and document management across First American.

Problem

If title companies don’t have efficient systems that can help them streamline the entire title production process, they will be unable to reduce the friction in our current users experience and become incapable of meeting the requirements of either the lender or the borrower. To prepare for the future, title industry participants need a document management structure that can enable them to improve operational efficiency, quality and productivity while empowering their employees to work smarter and position for future growth.

Solution

The primary objective of this project was to deliver a new document management experience that streamlines First American Forms, Admin Tasks and Workflows. This project required research initiatives, including user interviews, current and competitive analysis, as well as fully documenting user journeys, use cases and highly-technical requirements, all of which would inform key decisions in interface design and overal user experience.