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SallieMae: Service Experience Redesign

Project type

Service Design


December 2012

The objective was to unify five separate servicing sites, all on disparate, and in some cases externally, vendor hosted platforms. The goals were to lower servicing calls, increase cross-sell conversions, and customer-satisfaction scores. The end result was a simple, clean interface, enabling different sources of account and transaction data to behave the same way. We did this by serving data from various platforms through a middle-layer platform that effectively divorced the front end from the sundry back ends. Unfortunately, the project did not come to fruition, but I am proud of the collaborative effort across business and technology groups to solve a complicated user-experience and technology problem.

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