Simplifying Customer Experiences
Product Design Examples
TLDR;
Senior Interaction Designer owning the end-to-end design process from product visioning to release implementation.
I collaborate with Product Owners and cross-functional stakeholders to solve customer experience challenges and reduce technical debt across a complex ecosystem of 37 digital products.
Background
Over the last 4.5 years, I’ve driven a variety of design efforts and solutions to simplify the financial aid experience for over 40 million borrowers.
Due to company policies, I'm limited in what I can publicly share about my work on Studentaid.gov. If you’d like to learn more, check out Accenture’s case study or connect with me on LinkedIn to schedule time to chat!
Data Discovery
I collaborate with our team of Researchers to unearth meaningful insights and define actionable UX interventions.
Examples of data discovery efforts I’ve led and/or supported:
Competitive & Comparative Analysis
Current State Analysis
Usability Testing
Affinity Mapping & Synthesis
Research Presentations & Shareouts
Visioning to Launch
I strategize to balance client business goals and user needs from the initial visioning to release implementation.
Examples of design initiatives I’ve led:
Completely overhauled the Income-Driven Repayment (IDR) application experience, which led to positive ease of completion scores and a 150% increase in applications submitted in 2023.
Led a two-month product visioning effort to holistically reimagine a repayment simulation tool based on market research and user feedback.
Designed and launched an MVP of a Gen AI-powered chat assistant for StudentAid.gov customer service agents.
Current IDR Experience
Legacy IDR Experience
Reflection
Over the years, I’ve grown in my confidence as a designer and am budding in my role as a leader within our cross-tenant team.
I continue to be an autonomous self-starter and collaborative contributor who applies human-centered design principles and systems thinking to enhance the customer experience across StudentAid.gov. I hope to continue spearheading interventions to simplify complex digital products.