Future Visioning

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Department of education visioning

Brief

The Department of Education released a project challenging contractors to reimagine their agency and the services they provide for the next 10 years. This agency had struggled for the past few years catching up with changing financial technology, liquid customer expectations, and a decreasing agency budget. We have one month to conduct user research, facilitate a session with the client and main stakeholders, craft a vision, and develop deliverables to tell that story. We needed to prepare our client to have visioning conversations across their organization that would develop buy-in across the agency.

Tools

DScout, Sketch, Illustrator, InDesign, Photoshop,

My role & team

My Role: Service Designer

Team Structure: Service Design Lead, Service Designer (me), Business Designer, Visual Designer & UI/UX Designer

CHALLENGE

Design a future vision for an education agency that will affect the services they offer and the areas of their mission they focus on for the next 10 years.

SOLUTION

Design a journey map and interactive micro-site that transformed Dept. of Education from a loan servicer to an investor in student success


METHODS

 

Exploring Current State Pain Points | The previous team to tackle this challenge had spent the past two years speaking with users, loan servicers, and Dept. of Education to identify current state pain points. What was lacking in their research was how student loan servicing fit into the larger financial world of borrowers, how those solutions fit into the larger vision, and how to gain employee/servicer buy-in. With only a week to develop the research further, I had to get creative in how we collected data. With an office of more than 100+ employees (more than half with student loans or kids with student loans), we decided to take the pulse of the people we had at our finger tips.

 
 Guerrilla research to identify pain points, financial literacy, and shape the eco-system that student loans live within.

Guerrilla research to identify pain points, financial literacy, and shape the eco-system that student loans live within.

 

User Interview | The previous team to tackle this challenge had spent the past two years speaking with users, loan servicers, and Dept. of Education to identify current state pain points. What was lacking in their research was how student loan servicing fit into the larger financial world of borrowers, how those solutions fit into the larger vision, and how to gain employee/servicer buy-in. With only a week to develop the research further, I had to get creative in how we collected data. With an office of more than 100+ employees (more than half with student loans or kids with student loans), we decided to take the pulse of the people we had at our finger tips.

 
 

Comparative Analysis | The previous team to tackle this challenge had spent the past two years speaking with users, loan servicers, and Dept. of Education to identify current state pain points. What was lacking in their research was how student loan servicing fit into the larger financial world of borrowers, how those solutions fit into the larger vision, and how to gain employee/servicer buy-in. With only a week to develop the research further, I had to get creative in how we collected data. With an office of more than 100+ employees (more than half with student loans or kids with student loans), we decided to take the pulse of the people we had at our finger tips.

 
 Mapping the end-to-end student loan journey

Mapping the end-to-end student loan journey

 

Story Boarding | The previous team to tackle this challenge had spent the past two years speaking with users, loan servicers, and Dept. of Education to identify current state pain points. What was lacking in their research was how student loan servicing fit into the larger financial world of borrowers, how those solutions fit into the larger vision, and how to gain employee/servicer buy-in. With only a week to develop the research further, I had to get creative in how we collected data. With an office of more than 100+ employees (more than half with student loans or kids with student loans), we decided to take the pulse of the people we had at our finger tips.

 
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The result

 

Print & Digital | The previous team to tackle this challenge had spent the past two years speaking with users, loan servicers, and Dept. of Education to identify current state pain points. What was lacking in their research was how student loan servicing fit into the larger financial world of borrowers, how those solutions fit into the larger vision, and how to gain employee/servicer buy-in. With only a week to develop the research further, I had to get creative in how we collected data. With an office of more than 100+ employees (more than half with student loans or kids with student loans), we decided to take the pulse of the people we had at our finger tips.

 
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