Inclusive Repayments

Expanded payment capabilities for Discover Student Loans (DSL) customers with financial hardship, ensuring seamless interaction and messaging coherence across platforms.

ROLE
UX Research, UX Design

DURATION
x months

PLATFORM
Web Browser

INDUSTRY
Financial Services

TOOLS
Miro, Figma, Adobe Suite, Zeplin

AREAS OF FOCUS
Interaction Design, Content Design, Design Systems, UX Design, UX Strategy

Overview

Since this project is not yet released to the publilc, and detailed information and visuals are still proprietary, I will briefly explain my roles and responsibilities here. I began this project as an intern at MCD Partners and completed it as an associate designer, collaborating under the guidance of our UX associate director with our internal team and the client’s in-house team. Our focus was to enhance payment capabilities for Discover Student Loans (DSL) customers with delinquent loans.

We maintained regular communication with the client, ensuring alignment and legal compliance through weekly reviews on Miro. Despite a tight timeline, we successfully delivered nearly 500 unique screens across 4 different loan repayment methods in approximately [x weeks/months].

Key Contributions

Working alongside my team members, I contributed to various aspects of the project:

  • Created high-fidelity wireframes and prototypes to influence final visual designs for over/under/exact payment scenarios.

  • Ensured consistency with the legacy design system while incorporating new features.

  • Proposed wireframe options to integrate payment verification screens and settings modals seamlessly into the DSL normal servicing experience.

  • Audited interactions across the DSL platform to resolve inconsistencies in messaging and visual design elements, emphasizing the importance of coherence.

  • Developed error-handling strategies for form input screens, effectively communicating payment thresholds and alerts to users.

  • Collaborated closely with the copywriter and visual designer to maintain messaging consistency and design coherence throughout the user journey.

  • Mocked up repayment edge cases for and updated existing Schedule Payment screens.

  • Coordinated with the DSL Servicing team to ensure language and visual consistency across the different experiences.

The Outcome

This project was successfully completed and approved by the client.

Final designs were delivered through Zeplin via Figma, accompanied by PDF decks of screen designs, interactions, and flows.

The implementation of these enhancements is scheduled for late 2024 or early 2025, benefiting current DSL customers.