The right answer, before the phone call.
Project details
- Role
- Senior Director, Experience Design
- Client
- A national student lender
- Timeline
- 2023 to 2026
- Platform
- iOS and Android, ground-up redesign
Overview
A national student lender served its borrowers through a fragmented set of apps, and the gaps between them showed up as phone calls. I led the ground-up redesign of the flagship native app, unifying that multi-app journey into a single experience with one design language and an information architecture built around the questions borrowers actually ask. The redesign of payment flows and dashboard transparency cut call center OPEX by $10M annually, because the right answer became findable before anyone picked up the phone. The full study is behind the password below.
Protected work
This case study is protected
The work is under NDA, so the client goes unnamed and the screens stay sealed. Enter the password to read the full study, or email levi@levibahn.com to request access.
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