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Case Study: Home Loan Processing on the Sofi Mobile App

Getting a home loan can feel opaque and intimidating to the average person. With pages and pages of legal jargon to navigate (not to mention large sums of money on the line!), it can feel overwhelming to understand what is happening, why, what questions to ask, and how to protect yourself.

I became a first-time homeowner several years ago and refinanced my mortgage twice since then. I’ve worked with two different lenders: one operating primarily through phone and email, the other (Sofi) operating largely through their software. While…




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Donna Choi

Donna Choi

I write about user experience, leadership, and research. Product design @ Google.

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