Transforming Student Loan Forgiveness
Transforming the Public Service Loan Forgiveness (PSLF) experience to empower public servants with clearer, faster, and smarter paths to loan forgiveness.
Overview
Methods & Tools
- Complex prototyping (Axure & Sketch)
- Leading & conducting user research initiatives
- Workshop crafting & facilitation
- Client relations & design evangelism
Role
Product Design Lead
Timeframe
3 years (intermittent)
Delivery & Impact
350+
Screens Designed
38
User Feedback Sessions
40+
Stakeholder Working Sessions
Background on PSLF
The Public Service Loan Forgiveness (PSLF) program, established in 2007, aims to forgive federal student loans for public servants after making 120 qualifying payments on their student loans. Despite its noble intentions, the program has faced significant challenges.
One major issue is the confusion surrounding employment eligibility. Many borrowers spend a decade in jobs they believe qualify for PSLF, only to discover at the time of application that their employment does not meet the program's criteria. This misalignment, often realized too late, underscores the need for clearer guidelines and consistent employment certification from the start.
Imagine dedicating over a decade of your life to a goal, only to find out it was all in vain.
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Off Script
Imagine dedicating 10+ years of your life to a goal, only to find out it was all in vain.
The Challenge
How can we simplify the PSLF application process, improve transparency, and empower borrowers with the tools and knowledge needed to successfully navigate student loan forgiveness?
1
Discovery Research
To understand the challenges borrowers face with the PSLF program, we conducted in-depth discovery work combining ethnographic interviews, usability testing, and analysis of application data and customer feedback. We engaged a diverse mix of stakeholders—including student loan borrowers, employers, and loan servicers, to uncover where the experience was breaking down and how we could better support users navigating PSLF.
What We Found
Our research revealed a high rate of PSLF application rejections, with over half denied due to issues with qualifying payment counts. Many borrowers also struggled with missing information, confusion about eligibility, and a lack of transparency.
Analytics Data
Off Script
ONLY 1% OF APPLICATIONS ARE APPROVED!?!?
Customer Pain Points
Borrowers may have previously thought they worked for a qualifying employer and were confused when notified their employer did not qualify.
Student loan borrowers often discovered the program too late or misunderstood its requirements.
Borrowers were not clearly informed on the payment plans eligible for loan forgiveness and what impact changing repayment plans would have on their qualifying payment.
Borrowers are confused on the definition of “eligible payment” and “qualifying payment" and the difference between them.
Progress tracking and eligibility checks left borrowers uncertain about their status.
2
Defining Our Vision
Journey Map
Collaborating closely with Product, Marketing, Functional, and Engineering teams, we developed a strategic plan to address the program's challenges over the coming years. I then brought this plan to life by designing a journey map that outlines both the current and future states of the PSLF program, serving as a strategic guide for its transformation.
Off Script
Full disclosure, I created this journey map towards the end of the final design phase. It serves as a blend of a journey map and a roadmap, detailing what has been implemented, what remains to be done, and how the user experience will evolve.
User Flows
Before delving into the design phase, I created detailed user flows to outline the future PSLF application experience. These user flows allowed us to visualize and identify potential issues in the user journey early on, preventing unnecessary redesigns.
Off Script
I really nerd out over creating flow charts. The ones shown above are an older approach I took. I have since refined and simplified my flows. My user flows have become the team standard across all products.
3
Design Ideation
Design Concepting & Reviews
Throughout this three-year project, I led the strategy and execution for creating over 350 screens, ranging from complex Axure prototypes that function like a real website to simple mockups sketched to quickly convey concepts to the product team. These designs evolved significantly over time, informed by client design reviews, usability testing insights, and... policy updates 🫠.
Off Script
I made a fatal mistake of trying to create this case study 4 years after the project kicked-off... So, I lost nearly all my original hand-drawn sketches.
Usability Testing
Throughout this project, I led over 35 usability testing sessions, synthesizing insights to refine and enhance the overall design.
Snippets of UT Finding Reports
4
Design Solutions
Employer Eligibility Database
We developed a searchable database that allows users to verify their employer’s eligibility instantly, reducing confusion and ensuring accuracy from the start of the application process.
We also made the employer search tool publically available as a standalone feature, so you don't need to log into studentaid.gov to use it. Try out the PSLF Employer Search tool!
Digital Application Signatures
To streamline submissions, we implemented a digital signature feature that simplifies the authentication process, allowing both borrowers and their employers to securely sign and submit applications online.
Application Status Tracking
We developed a comprehensive tracking system, dubbed "My Activity", that monitors every aspect of a user’s student loan lifecycle. This system keeps applicants well-informed about the status of their applications, documents, and other key activities, enhancing transparency and reducing the need for customer service outreach.
Off Script
I also led all the design efforts on bringing the "My Activity" feature to life —Case study coming soon! (hopefully)
PSLF Payment Progress Tracker
We created a payment tracker that enables users to monitor their qualifying payments, providing a clear and transparent view of their progress toward loan forgiveness.
5
Outcomes
Customer satisfaction metrics increased across five critical areas: Overall Satisfaction, Ease of Completion, Time Efficiency, Clarity of Steps, and Understanding of Subsequent Actions. Additionally, there was a significant rise in the volume of PSLF application submissions.
Off Script
I am still awaiting for additional data —As a government contractor, I don't have immediate access to all the data related to government programs.
Customer Satisfaction Metrics
+10%
Easy to Complete
+9%
Reasonable Time to Complete
+12%
Steps Were Clear
+12%
Overall Satisfaction
Customer Quotes
Very simple and straightforward! The time I downloaded my form to the time it was electronically signed by my employer and sent for processing was less than a day!
The tool made it easy to complete the necessary information. Having the paperwork emailed to former employers for electronic signature was a great feature!
Less of a hassle submitting paperwork, especially providing the email/e-signature option for employer verification. The help tool is great now, way better than it was before!