Servicing Experience Redesign

Sallie Mae customers had five separate servicing sites, five logins, and inconsistent data and UI, some of it on vendor-hosted platforms. That drove up call volume and made cross-selling difficult.

The key insight: consistency couldn't be solved in the UI alone. Working with Engineering, I designed a middle layer that separates the front end from the many back-end systems, so data from every product appears in one consistent interface.

What we shipped: one servicing experience with single sign-on across loans, deposits, cards, and insurance; consistent account and transaction patterns wherever the data comes from; and a new mobile app built on the same layer.

The result: a reusable servicing blueprint that scales to each new product line.