One of the most difficult and often overlooked challenges in designing an enterprise mortgage lending platform is balancing the user interface between novice first time users and experienced power users. If the solution caters to only novice users, more experienced users are slowed down and frustrated by the system. Likewise, if the solution only concerns itself with experienced users then training times are increased for first time users leading to frustration and dissatisfaction

We took this problem seriously in designing the Relay™ system. So, we turned to an industry standard to model our interface after; Microsoft® Outlook. Most users are already utilizing Outlook to manage e-mails, tasks and business contacts. Modeling our interface after this industry standard means that those same users already understand the basics of how to navigate the Relay™ system.

This metaphor also provides ample opportunities to blend the needs of these two user sets. Helper screens that guide first time users through basic operations can be ignored or disabled by experienced users. The Relay™ system is designed to "remember" the user preferences for screen size, orientation and options so that common choices need only be made once. Users also benefit from the extensive use of wizards to guide them through multiple step operations.