Pennsylvania Higher Education Assistance Agency Student Loan Experience
Challenge
PHEAA needed to improve the borrower experience for their Federal and Commercial servicing platforms in order to secure funding. The engagement included three tracks: technology re-platforming, process re-engineering, and digital experience redesign.
My team implemented a redesign that included visual assets, clickable prototypes, and design principles for PHEAA's mobile app and online portal.
My role as a designer on the project started with research, continued through service mapping, wireframes, visual design, and a flexible design system that helped PHEAA continue to improve their app and portal after our engagement ended.
Process
The project began with field research to further understand the goals and behaviors of borrowers across different phases of the borrower experience. This phase resulted in an highly emotional video deliverable, which helped our clients forge a new sense of empathy for borrowers.
