RBC Mortgage System

SITUATION

Adjudicators lose time going over 30 pages on an information systems.

This results in increased cognitive load and increased risk.  Adjudicators had to take notes of relevant information and search for more detailed explanation across the application and the imaging systems.

SOLUTION

Understanding the human factors of the decision making task allowed users to capture key information necessary to make a decision and devise a summary that helped  them drill down when they need more details.

RESULT

Incredible simplification that went from 30 pages to a two pages summary.  Adjudicators only need one click to drill to detailed information saving,  20% of their  time and preventing risk of missing key information. Adjudicators also experienced a reduces risk of “Cognitive  Bias”; being influenced by certain information while missing other relevant pieces of informations.