Flagship Native Application

$10M a year off call-centre cost + 31% fewer payment calls

Role
Senior Director, Experience Design
Client
A national student lender
Timeline
2023 to 2026
Team
2 product designers, 9 engineers
Platform
iOS and Android
Scope
Lead Visionary · Product Strategy · Design System · Native App

The problem

Borrowers were juggling a set of separate apps, and every gap between them turned into a phone call. The answers they called about already existed, just nowhere they could find them.

The result

We folded the set into one native app built around the questions borrowers actually ask, and the calls went down with it.

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Next case study

  1. A national student lender

    Application Experience

    Rebuilt the loan application as one system, from first screen to approval.

    $2B rise in originations + 18% more applications completed

    • System Design
    • Content Strategy
    • UX
    • UI
    • Web
    View case study