Transforming Student Loan Forgiveness
Transforming the Public Service Loan Forgiveness (PSLF) program 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 over a 10 year period. Despite its noble intentions, the program has faced significant challenges.
Problem Statement
In 2019, only 1% of PSLF applications were approved. Many student loan borrowers spend a decade working in jobs they believe qualify for PSLF, only to discover during the application process 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.
Our objectives were to streamline the PSLF application process, increase transparency, and equip borrowers with the necessary tools and knowledge to effectively manage student loan forgiveness.
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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.
1
Initial Research
To truly understand the challenges student loan borrowers face with the PSLF program, we conducted in-depth discovery research combining ethnographic interviews, usability testing, and an analysis of application data and customer feedback.
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 who were working for eligible employers did not even know about the program or how to apply.
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
The PSLF Program's Planned Evolution
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.
Mapping Out the Front-End 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 user flows. The ones shown above are an older approach I took. I have since refined and simplified my flows, which have been standardized across the team.
3
Design Ideation
Initial Design Concepts
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 🫠.
Usability Testing
Throughout this project, I led over 35 usability testing sessions, synthesizing insights to refine and enhance the overall design.
Below are some snippets of UT finding reports that I delivered to the client.
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 publicly 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 employment certification process, allowing both borrowers and their employers to digitally sign and submit applications.
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!
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 data additional data such as application acceptance rates —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!