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A product within SAP's Customer Resource Management (CRM) division, the Customer Engagement Center helps companies place great service at the heart of their customer's experiences.
The Customer Engagement Center gives service agents a 360 degree view of their customer, providing instantaneous access to interaction history, products, and solutions that allow agents to best serve your customers.
The benefits a company receives through SAP Service Cloud has been quantified by Forrester Research include "reduced call center operations by over 40%, increased service and field representative efficiency 40%, and increased call center income by doubling the amount of successful upsales."
A product within SAP's Customer Resource Management (CRM) division, the Customer Engagement Center helps companies place great service at the heart of their customer's experiences.
The Customer Engagement Center gives service agents a 360 degree view of their customer, providing instantaneous access to interaction history, products, and solutions that allow agents to best serve your customers.
The benefits a company receives through SAP Service Cloud has been quantified by Forrester Research include "reduced call center operations by over 40%, increased service and field representative efficiency 40%, and increased call center income by doubling the amount of successful upsales."
projects
projects
Research
Synthesis
Ideation
Organization
Low-Fidelity
User Testing
Prototyping
FAFSA+ Case Study
Simplifying the way students apply for loans
Rethinking the Student Loan Application
Applying for student loans is a daunting process requiring tedious planning and a long, determined attention span.
Initial Research
Concept Development
Contact Organization
Prototype
Interview
Tech Audit
Experience Map
Insight Synthesis
Storyboard
Ideation
Information Architecture
Content Outline
Prototyping
User Testing
Wireframing
The Team
2 Students
Duration
4 Months
My Role
Product Designer
User Researcher
Students feel lost in the process for several reasons
Research
>50%
More than 50% of borrowers feel they don't fully understand the student loan process
77%
More than 3/4 borrowers wish they had someone to help them along in the process
Insights
No Clear Steps
The length of FAFSA is overwhelming, without clear guidance or a path
Number of Documents
FAFSA becomes a disorganized mess for students collecting the needed documents
Inflexible Access
FAFSA requires long-chunks of time for students to get oriented, offering little flexibility for students who work in "spurts"
Modular Application Process
FAFSA in managable segments
CHALLENGE
FAFSA has an inflexible format
> Mobile Accessibility is an expectation for users
> Users must set large chunks of time aside to just orient themselves to begin working on FAFSA
STRATEGY
Creating a plan-of-action for students
FAFSA+ creates quick daily tasks, keeping students on top of deadlines. It creates an easily accessible space for students to complete short tasks in the car, between classes, or at their convenience.
EXECUTION
Highly Functional Task Organization
Weekly calendar for users to complete tasks ahead of time
Daily Tasks outlined with completion tracker
Segmented, easily
consumable form design
Unified Application Home
All your documents and applications in one place
CHALLENGE
Overwhelming number of documents required
Students struggle to collect and keep track of the numerous documents required by FAFSA. This creates disorganization and a loss of time.
Social Security
Driver's License
W2 Form
1099 Form
Federal Tax Return
Income Taxes
Bank Statements
Transcripts
Mortgage info
Resume
Business Income
References Contact Information
Letters of Recommendation
Career Goals
STRATEGY
A single place to organize your applications and documents
FAFSA+ creates a folder for each loan application. Required documents are stored within the applications folder. Questions are neatly organized by section.
EXECUTION
Everything you need for loan applications
stored in one place
Applications stored in same section with completion trackers
Applications split into smaller segment
Necessary documents stored within the application
Personalized Onboarding
Creating an actionable plan for your preferences
CHALLENGE
Students have unique working styles
Some students prefer to complete FAFSA in one multi-hour sitting, while others prefer to complete FAFSA in dozens of small 5-minute sessions.
STRATEGY
A personalized, actionable schedule for each user
FAFSA+ creates a schedule based on a user's preferences. They can complete the application all at once, or by answering a few questions per day.
EXECUTION
Auto-created schedule based on your preferences
Personalize Daily tasks to fit your schedule
Select which days you would like to work on FAFSA
Wireframes
Information Architecture
Design Elements
As a potentially expandable brand and product, I worked to create design elements that brand a much broader scope of products and services under the Department of Education.
Typography
Colors
Components
Remaining Challenges
Incentivizing students to stay on track with FAFSA+ proves to be the most challenging aspect. After validation, students felt comfortable with the overall user interface and experience.
User interviews suggested that students thought such a product could be useful to them - but may become an app that is downloaded for a month, and then deleted; this pattern would likely repeat through student's time in university.
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