Challenge
PHEAA needed to improve the borrower experience for their Federal and Commercial servicing platforms in order to secure funding.
The engagement included three tracks: technology re-platforming, process re-engineering and digital experience redesign.
Senior Designer · Field research and the app and portal redesign
Process
The project began with field research to further understand the goals and behaviors of borrowers across different phases of the borrower experience. This phase resulted in a highly emotional video deliverable, which helped our clients forge a new sense of empathy for borrowers.
Other research artifacts included a service blueprint with illustrated future vision concepts, and a presentation of themes, insights and HMW statements.
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Year in review
Congratulations on a great 2025!
12Perfect Payments$9,210.00Principal paid$2,210.00Interest paid
Solution
Guided by the future vision concepts from our research, my team redesigned PHEAA's mobile app and online portal, delivering visual assets, clickable prototypes and design principles.
Outcome
We delivered a flexible, updated design system and new engagement features that helped PHEAA improve their app and portal enough to secure continued government loan servicing contracts.
The AES app now holds a 4.5-star rating from more than 17,000 App Store reviews.