Salt Lake City, UT
250+
Earnest's customer service team was getting overburdened with a heavy number of calls from current customers regarding simple tasks like paying monthly payments, obtaining tax documents, and checking payment status.
Customer Satisfaction
User Research: Based on our old dashboards, we crafted 3 user personas focussing on their primary objectives while using a loan dashboard.
Product Requirement Document: I collaborated with the Product Manager to build a PRD breaking down all the features and their priority along with a rollout plan.
Wireframing: I built wireframes based on the requirements and user personas.
Phase 2: Design, Test, Design
This phase involved months of iteration and user testing to improve constantly and get as close to a perfect product as possible before launch.
Phase 3: Developer Handoff
Finally, I handed the design off to developers with a component library and a well-annotated Figma file to ensure zero communication gap between development and design.
