Overview
StudentAid.gov’s Dashboard is a one-stop hub for authenticated users. It’s the first page they typically see after logging in and offers a quick overview of their account. The Dashboard includes key information such as outstanding loan balances, grant details, PSLF (Public Service Loan Forgiveness) progress, common next steps, and more. Over the past year (Jan. 2024 – Dec. 2024), the Dashboard has received over 175 million page visits, making it the third most visited page on StudentAid.gov.
Overview
StudentAid.gov’s Dashboard is a one-stop hub for authenticated users. It’s the first page they typically see after logging in and offers a quick overview of their account. The Dashboard includes key information such as outstanding loan balances, grant details, PSLF (Public Service Loan Forgiveness) progress, common next steps, and more. Over the past year (Jan. 2024 – Dec. 2024), the Dashboard has received over 175 million page visits, making it the third most visited page on StudentAid.gov.
Overview
StudentAid.gov’s Dashboard is a one-stop hub for authenticated users. It’s the first page they typically see after logging in and offers a quick overview of their account. The Dashboard includes key information such as outstanding loan balances, grant details, PSLF (Public Service Loan Forgiveness) progress, common next steps, and more. Over the past year (Jan. 2024 – Dec. 2024), the Dashboard has received over 175 million page visits, making it the third most visited page on StudentAid.gov.
Project Scope
UI/UX overhaul
Tools
Role
Lead UI/UX Designer
Team
1
Product Owner
3
Interaction Designer
1
UX Researcher
1
Product Owner
3
Interaction Designer
1
UX Researcher
1
Product Owner
3
Interaction Designer
1
UX Researcher
Audience
59 million annual users (FY 2024)
Duration
1 year
Challenge
With 59 million unique individuals visiting the Dashboard annually, developing a single solution to serve all users is challenging. However, that’s largely what the current Dashboard does. The current state of the FSA Dashboard is mostly static and doesn’t account for an individual’s unique situation, presenting the same layout and information to all users. While this approach is cost-effective and reduces technical complexity, it lacks a personalized experience.
Additionally, given the nature of federal student aid servicing, the Dashboard must consolidate data from multiple loan servicers and data points into one cohesive UI. This poses several challenges, including significant variations in data quality across servicers (e.g., NelNet, Aidvantage, Mohela), lengthy load times due to waiting on different API endpoints, and the inability to manage full loan servicing (e.g., loan payment activities) directly from the FSA Dashboard.
Challenge
With 59 million unique individuals visiting the Dashboard annually, developing a single solution to serve all users is challenging. However, that’s largely what the current Dashboard does. The current state of the FSA Dashboard is mostly static and doesn’t account for an individual’s unique situation, presenting the same layout and information to all users. While this approach is cost-effective and reduces technical complexity, it lacks a personalized experience.
Additionally, given the nature of federal student aid servicing, the Dashboard must consolidate data from multiple loan servicers and data points into one cohesive UI. This poses several challenges, including significant variations in data quality across servicers (e.g., NelNet, Aidvantage, Mohela), lengthy load times due to waiting on different API endpoints, and the inability to manage full loan servicing (e.g., loan payment activities) directly from the FSA Dashboard.
Challenge
With 59 million unique individuals visiting the Dashboard annually, developing a single solution to serve all users is challenging. However, that’s largely what the current Dashboard does. The current state of the FSA Dashboard is mostly static and doesn’t account for an individual’s unique situation, presenting the same layout and information to all users. While this approach is cost-effective and reduces technical complexity, it lacks a personalized experience.
Additionally, given the nature of federal student aid servicing, the Dashboard must consolidate data from multiple loan servicers and data points into one cohesive UI. This poses several challenges, including significant variations in data quality across servicers (e.g., NelNet, Aidvantage, Mohela), lengthy load times due to waiting on different API endpoints, and the inability to manage full loan servicing (e.g., loan payment activities) directly from the FSA Dashboard.
Business Goals
Create a more responsive, adaptable UI to accommodate a wider range of user situations.
Prioritize user actions and goals to ensure the most relevant information is front and center.
Provide a more holistic view of a borrower’s financial aid situation.
Improve data quality and system responsiveness to enhance the user experience.
Business Goals
Create a more responsive, adaptable UI to accommodate a wider range of user situations.
Prioritize user actions and goals to ensure the most relevant information is front and center.
Provide a more holistic view of a borrower’s financial aid situation.
Improve data quality and system responsiveness to enhance the user experience.
Business Goals
Create a more responsive, adaptable UI to accommodate a wider range of user situations.
Prioritize user actions and goals to ensure the most relevant information is front and center.
Provide a more holistic view of a borrower’s financial aid situation.
Improve data quality and system responsiveness to enhance the user experience.
Dashboard Breakdown
Dashboard is StudentAid.gov's third most visited site and receiveds the most click interactions, page visits and unique users.
175 Million
Annual Page Visits
43 Seconds
Time on Page
3rd
Most Visited Page
59 Million
Unique Users
Dashboard Breakdown
Dashboard is StudentAid.gov's third most visited site and receiveds the most click interactions, page visits and unique users.
175 Million
Annual Page Visits
43 Seconds
Time on Page
3rd
Most Visited Page
59 Million
Unique Users
Dashboard Breakdown
Dashboard is StudentAid.gov's third most visited site and receiveds the most click interactions, page visits and unique users.
175 Million
Annual Page Visits
43 Secs
Time on Page
3rd
Most Visited Page
59 Million
Unique Users
01 / Research
01 / Research
Exploring painpoints
Previous Research & Usability Testing
As one of FSA’s most visited pages, the Dashboard was often the focus of user research and usability testing. Before leading the design for the Dashboard, I thoroughly reviewed previous research and key findings. These insights played a crucial role in shaping the UX/UI updates I’ll discuss later in this case study.
Previous Research & Usability Testing
As one of FSA’s most visited pages, the Dashboard was often the focus of user research and usability testing. Before leading the design for the Dashboard, I thoroughly reviewed previous research and key findings. These insights played a crucial role in shaping the UX/UI updates I’ll discuss later in this case study.
Previous Research & Usability Testing
As one of FSA’s most visited pages, the Dashboard was often the focus of user research and usability testing. Before leading the design for the Dashboard, I thoroughly reviewed previous research and key findings. These insights played a crucial role in shaping the UX/UI updates I’ll discuss later in this case study.
Notable Discoveries
01
Accuracy of data is critical—at the time, data from NSLDS was rounded to the nearest dollar and didn’t include cents, which was a concern.
02
Most users wanted personalized recommendations for products and actions on StudentAid.gov, tailored to their unique characteristics.
03
All information should be easily accessible without overwhelming the user—certain charts (like line charts) could cause anxiety for some users.
04
Users expressed a desire for more information regarding their progression toward repayment and forgiveness.
05
Usability testing revealed that balance, interest rate, and monthly payments were the most important data points for users, and these should be prominently featured in the UI.
Notable Discoveries
01
Accuracy of data is critical—at the time, data from NSLDS was rounded to the nearest dollar and didn’t include cents, which was a concern.
02
Most users wanted personalized recommendations for products and actions on StudentAid.gov, tailored to their unique characteristics.
03
All information should be easily accessible without overwhelming the user—certain charts (like line charts) could cause anxiety for some users.
04
Users expressed a desire for more information regarding their progression toward repayment and forgiveness.
05
Usability testing revealed that balance, interest rate, and monthly payments were the most important data points for users, and these should be prominently featured in the UI.
Notable Discoveries
01
Accuracy of data is critical—at the time, data from NSLDS was rounded to the nearest dollar and didn’t include cents, which was a concern.
02
Most users wanted personalized recommendations for products and actions on StudentAid.gov, tailored to their unique characteristics.
03
All information should be easily accessible without overwhelming the user—certain charts (like line charts) could cause anxiety for some users.
04
Users expressed a desire for more information regarding their progression toward repayment and forgiveness.
05
Usability testing revealed that balance, interest rate, and monthly payments were the most important data points for users, and these should be prominently featured in the UI.
Market Exploration
FSA stakeholders and I were eager to explore what private industry had to offer in terms of account dashboards. My investigation included reviewing banking and mortgage dashboards, stock trading platforms, Dribbble conceptual dashboards from the community, and, of course, visiting other federal student aid servicer sites (e.g., Nelnet, Aidvantage, Mohela). Below are a few examples of what I found.
Market Exploration
FSA stakeholders and I were eager to explore what private industry had to offer in terms of account dashboards. My investigation included reviewing banking and mortgage dashboards, stock trading platforms, Dribbble conceptual dashboards from the community, and, of course, visiting other federal student aid servicer sites (e.g., Nelnet, Aidvantage, Mohela). Below are a few examples of what I found.
Market Exploration
FSA stakeholders and I were eager to explore what private industry had to offer in terms of account dashboards. My investigation included reviewing banking and mortgage dashboards, stock trading platforms, Dribbble conceptual dashboards from the community, and, of course, visiting other federal student aid servicer sites (e.g., Nelnet, Aidvantage, Mohela). Below are a few examples of what I found.
Journey Mapping
Similar to my work on Aidan, I recommended that the team complete journey maps for the StudentAid.gov Dashboard. This approach helped identify key user groups, their pain points, and targeted opportunities for improvement. During this process, I hosted joint brainstorming sessions with product owners from FAFSA, Loan Simulator, PSLF, Income-Driven Repayment, and more. Given the wide range of products and users that rely on the Dashboard, I wanted to ensure we accounted for a diverse set of viewpoints.
At the conclusion of the Dashboard journey mapping process, I developed four journey maps that focused on users' top tasks:
Journey Mapping
Similar to my work on Aidan, I recommended that the team complete journey maps for the StudentAid.gov Dashboard. This approach helped identify key user groups, their pain points, and targeted opportunities for improvement. During this process, I hosted joint brainstorming sessions with product owners from FAFSA, Loan Simulator, PSLF, Income-Driven Repayment, and more. Given the wide range of products and users that rely on the Dashboard, I wanted to ensure we accounted for a diverse set of viewpoints.
At the conclusion of the Dashboard journey mapping process, I developed four journey maps that focused on users' top tasks:
Journey Mapping
Similar to my work on Aidan, I recommended that the team complete journey maps for the StudentAid.gov Dashboard. This approach helped identify key user groups, their pain points, and targeted opportunities for improvement. During this process, I hosted joint brainstorming sessions with product owners from FAFSA, Loan Simulator, PSLF, Income-Driven Repayment, and more. Given the wide range of products and users that rely on the Dashboard, I wanted to ensure we accounted for a diverse set of viewpoints.
At the conclusion of the Dashboard journey mapping process, I developed four journey maps that focused on users' top tasks:
Journey Map Tasks
01
Make a loan payment
01
Make a loan payment
01
Make a loan payment
02
Check status of an application (such as FAFSA)
02
Check status of an application (such as FAFSA)
02
Check status of an application (such as FAFSA)
03
Accept a FAFSA contributor invite
03
Accept a FAFSA contributor invite
03
Accept a FAFSA contributor invite
04
Explore repayment options (forgiveness plans)
04
Explore repayment options (forgiveness plans)
04
Explore repayment options (forgiveness plans)
Notable Opportunities Identified
Include support resources near repayment actions, as help is critical for users struggling to make payments.
Improve the clarity and prominence of "Call-to-Action" buttons.
Tailor the Dashboard UI to highlight anticipated primary actions based on each user’s individual circumstances (aligned with their goals).
Display recent payment history for easier tracking.
Visually prioritize payments and upcoming payments for better user focus.
Achieve 1:1 functionality parity with other loan servicers for a more seamless experience.
*Note: Above opportunities are just a selection from a larger list of recommendations and opportunities
Notable Opportunities Identified
Include support resources near repayment actions, as help is critical for users struggling to make payments.
Improve the clarity and prominence of "Call-to-Action" buttons.
Tailor the Dashboard UI to highlight anticipated primary actions based on each user’s individual circumstances (aligned with their goals).
Display recent payment history for easier tracking.
Visually prioritize payments and upcoming payments for better user focus.
Achieve 1:1 functionality parity with other loan servicers for a more seamless experience.
*Note: Above opportunities are just a selection from a larger list of recommendations and opportunities
Notable Opportunities Identified
Include support resources near repayment actions, as help is critical for users struggling to make payments.
Improve the clarity and prominence of "Call-to-Action" buttons.
Tailor the Dashboard UI to highlight anticipated primary actions based on each user’s individual circumstances (aligned with their goals).
Display recent payment history for easier tracking.
Visually prioritize payments and upcoming payments for better user focus.
Achieve 1:1 functionality parity with other loan servicers for a more seamless experience.
*Note: Above opportunities are just a selection from a larger list of recommendations and opportunities
Analytics
Given the Dashboard's visibility and large user base, I wanted to ensure my design recommendations were rooted in data and facts. To support this approach, I consulted Medallia and Google Analytics to gather valuable insights. Below are some of the initial findings.
Analytics
Given the Dashboard's visibility and large user base, I wanted to ensure my design recommendations were rooted in data and facts. To support this approach, I consulted Medallia and Google Analytics to gather valuable insights. Below are some of the initial findings.
Analytics
Given the Dashboard's visibility and large user base, I wanted to ensure my design recommendations were rooted in data and facts. To support this approach, I consulted Medallia and Google Analytics to gather valuable insights. Below are some of the initial findings.
Initial Findings
01
Over past year (2024), Dashboard has received over 175 million page visits.
01
Over past year (2024), Dashboard has received over 175 million page visits.
01
Over past year (2024), Dashboard has received over 175 million page visits.
02
Over the past year (2024), Dashboard has 59,038,738 unique visitors.
02
Over the past year (2024), Dashboard has 59,038,738 unique visitors.
02
Over the past year (2024), Dashboard has 59,038,738 unique visitors.
03
Average time spent on Dashboard is 42.98 seconds.
03
Average time spent on Dashboard is 42.98 seconds.
03
Average time spent on Dashboard is 42.98 seconds.
04
72% of page visits are on desktop, while 36.31% are from mobile devices.
04
72% of page visits are on desktop, while 36.31% are from mobile devices.
04
72% of page visits are on desktop, while 36.31% are from mobile devices.
05
studentaid.gov/dashboard accounted for 4.29% of StudentAid.gov page views.
05
studentaid.gov/dashboard accounted for 4.29% of StudentAid.gov page views.
05
studentaid.gov/dashboard accounted for 4.29% of StudentAid.gov page views.
06
Dashboard, according to Analytics 360, is the 3rd most visited page on StudentAid.gov
06
Dashboard, according to Analytics 360, is the 3rd most visited page on StudentAid.gov
06
Dashboard, according to Analytics 360, is the 3rd most visited page on StudentAid.gov
07
Dashboard received a year-over-year (2023 to 2024) increase of 66.6% in traffic.
07
Dashboard received a year-over-year (2023 to 2024) increase of 66.6% in traffic.
07
Dashboard received a year-over-year (2023 to 2024) increase of 66.6% in traffic.
08
From Dashboard, users visit these pages in the following order:
08
From Dashboard, users visit these pages in the following order:
08
From Dashboard, users visit these pages in the following order:
01
My Activity
01
My Activity
01
My Activity
02
FAFSA Details
02
FAFSA Details
02
FAFSA Details
03
Notifications
03
Notifications
03
Notifications
04
Aid Summary
04
Aid Summary
04
Aid Summary
05
FAFSA Application
05
FAFSA Application
05
FAFSA Application
Research Shaped Our Vision
Defining a Vision
Defining a Vision
Defining a Vision
Defining a Vision
Before this Dashboard redesign effort, the product lacked a cohesive, publicly communicated vision. To eliminate confusion and align the organization around a shared goal, I collaborated with the Dashboard’s product owner to craft a clear vision statement. Below is what we developed.
Before this Dashboard redesign effort, the product lacked a cohesive, publicly communicated vision. To eliminate confusion and align the organization around a shared goal, I collaborated with the Dashboard’s product owner to craft a clear vision statement. Below is what we developed.
“Empowering students, parents, and borrowers with a seamless, intuitive, and data-driven Dashboard that simplifies financial aid management, enhances transparency, and enables informed decision-making for a brighter educational future.”
“Empowering students, parents, and borrowers with a seamless, intuitive, and data-driven Dashboard that simplifies financial aid management, enhances transparency, and enables informed decision-making for a brighter educational future.”
02 / Current State Evaluation
02 / Current State
Understanding existing solution
Understanding existing solution
Current State Dashboard
To better understand the current state of the Dashboard, I’ve identified what’s working well and what needs improvement. The following lists highlight areas where the user experience excels, as well as key pain points that require attention.
Current State Dashboard
To better understand the current state of the Dashboard, I’ve identified what’s working well and what needs improvement. The following lists highlight areas where the user experience excels, as well as key pain points that require attention.
What is working?
Basic financial information is easily discoverable.
In-progress applications are readily available on the Dashboard.
Some relevant information is presented to users based on their progression in the financial aid journey, with limited customizability.
Centralizes data from multiple loan servicers.
What is working?
Basic financial information is easily discoverable.
In-progress applications are readily available on the Dashboard.
Some relevant information is presented to users based on their progression in the financial aid journey, with limited customizability.
Centralizes data from multiple loan servicers.
What is not working?
Load times are slow.
Data quality can suffer or lag behind other loan servicers.
The UI does not align with the current goals of most users.
Valuable information is not positioned above the fold (e.g., active applications, repayment activity, recommended resources).
The Dashboard feels too similar to other pages, such as My Aid.
Functionality is limited and cannot fully service loans.
There is a complete lack of basic information, such as access to repayment history.
What is not working?
Load times are slow.
Data quality can suffer or lag behind other loan servicers.
The UI does not align with the current goals of most users.
Valuable information is not positioned above the fold (e.g., active applications, repayment activity, recommended resources).
The Dashboard feels too similar to other pages, such as My Aid.
Functionality is limited and cannot fully service loans.
There is a complete lack of basic information, such as access to repayment history.
Current State Dashboard as of 2025
Current State Dashboard
To better understand the current state of the Dashboard, I’ve identified what’s working well and what needs improvement. The following lists highlight areas where the user experience excels, as well as key pain points that require attention.
Current State Dashboard
To better understand the current state of the Dashboard, I’ve identified what’s working well and what needs improvement. The following lists highlight areas where the user experience excels, as well as key pain points that require attention.
What is working?
Basic financial information is easily discoverable.
In-progress applications are readily available on the Dashboard.
Some relevant information is presented to users based on their progression in the financial aid journey, with limited customizability.
Centralizes data from multiple loan servicers.
What is working?
Basic financial information is easily discoverable.
In-progress applications are readily available on the Dashboard.
Some relevant information is presented to users based on their progression in the financial aid journey, with limited customizability.
Centralizes data from multiple loan servicers.
What is not working?
Load times are slow.
Data quality can suffer or lag behind other loan servicers.
The UI does not align with the current goals of most users.
Valuable information is not positioned above the fold (e.g., active applications, repayment activity, recommended resources).
The Dashboard feels too similar to other pages, such as My Aid.
Functionality is limited and cannot fully service loans.
There is a complete lack of basic information, such as access to repayment history.
What is not working?
Load times are slow.
Data quality can suffer or lag behind other loan servicers.
The UI does not align with the current goals of most users.
Valuable information is not positioned above the fold (e.g., active applications, repayment activity, recommended resources).
The Dashboard feels too similar to other pages, such as My Aid.
Functionality is limited and cannot fully service loans.
There is a complete lack of basic information, such as access to repayment history.
Current State Dashboard as of 2025
Publicly Accessible JSON Payloads
Existing API Payloads
While the back-end transformation of the Dashboard is currently underway, there were still opportunities to improve how data is displayed to users. A wealth of data was already being loaded into the Dashboard, but it wasn’t yet visible to users. Based on network traffic analysis, we discovered that much more information was available than we initially anticipated. Below, you can see the data payloads that were identified.
Existing API Payloads
While the back-end transformation of the Dashboard is currently underway, there were still opportunities to improve how data is displayed to users. A wealth of data was already being loaded into the Dashboard, but it wasn’t yet visible to users. Based on network traffic analysis, we discovered that much more information was available than we initially anticipated. Below, you can see the data payloads that were identified.
Existing API Payloads
While the back-end transformation of the Dashboard is currently underway, there were still opportunities to improve how data is displayed to users. A wealth of data was already being loaded into the Dashboard, but it wasn’t yet visible to users. Based on network traffic analysis, we discovered that much more information was available than we initially anticipated. Below, you can see the data payloads that were identified.
Discovered Data Points
These datapoints are notable because of their perceived value to users yet lack of visibility
forgivenessRemainingPayments — payments/months remaining until forgiveness
qualifyingPaymentCount — payments towards loan forgiveness
attendingSchoolName — current high ed institute
personType — initiator or not
currentLoanHolderCode — current servicer holding loan
loanEligibleIndicator — eligible for forgiveness or not
*Note: Images and datapoints are public data available to all users
Review of Existing Components
1
Quick Links
Intended to provide quick access to important links and pages.
Links are not customized per user type – blanket list of links
Quick links are not easily accessible as they are below the fold and hidden
Links frequently go to “content pages” rather than flows – too much reading
2
My Activity
At a glance, show applications that are currently open or active.
High priority content yet is below fold of page making discovery more difficult
Mismatch between intent of section and name of component – Application statuses not account activity
3
Checklists
First attempt to show relevant information and sources to a user based on unique situation.
Mismatch between what the section is and what it is named – called checklists however there is not checklist to track progression
Not tailored enough to an individual’s current situation – broad categories
Nested information in an accordion
4
My Aid
Intended to provide holistic view of financial situation.
Information is too basic and lacks important details
Poor utilization of valuable real-estate at the top of Dashboard
Unnecessarily large pie chart
5
FAFSA Card
Clear CTA for FAFSA to funnel users towards a popular form.
Always visible to users no matter if they are interested in FAFSA or not – cannot be dismissed
Uses valuable space towards the top of Dashboard
No option to easily accept FAFSA invite
6
Upcoming Payments
Notify users of an upcoming monthly payment installment.
Does not include dollar amount
No indicator for auto-pay
No option to easily accept FAFSA invite
7
IDR Forgiveness
Provide insight into progress toward aid forgiveness.
Shown to all users whether they are on IDR or not – different variations of card
Cannot be dismissed
1
Quick Links
Intended to provide quick access to important links and pages.
Links are not customized per user type – blanket list of links
Quick links are not easily accessible as they are below the fold and hidden
Links frequently go to “content pages” rather than flows – too much reading
2
My Activity
At a glance, show applications that are currently open or active.
High priority content yet is below fold of page making discovery more difficult
Mismatch between intent of section and name of component – Application statuses not account activity
3
Checklists
First attempt to show relevant information and sources to a user based on unique situation.
Mismatch between what the section is and what it is named – called checklists however there is not checklist to track progression
Not tailored enough to an individual’s current situation – broad categories
Nested information in an accordion
4
My Aid
Intended to provide holistic view of financial situation.
Information is too basic and lacks important details
Poor utilization of valuable real-estate at the top of Dashboard
Unnecessarily large pie chart
5
FAFSA Card
Clear CTA for FAFSA to funnel users towards a popular form.
Always visible to users no matter if they are interested in FAFSA or not – cannot be dismissed
Uses valuable space towards the top of Dashboard
No option to easily accept FAFSA invite
6
Upcoming Payments
Notify users of an upcoming monthly payment installment.
Does not include dollar amount
No indicator for auto-pay
No option to easily accept FAFSA invite
7
IDR Forgiveness
Provide insight into progress toward aid forgiveness.
Shown to all users whether they are on IDR or not – different variations of card
Cannot be dismissed
1
Quick Links
Intended to provide quick access to important links and pages.
Links are not customized per user type – blanket list of links
Quick links are not easily accessible as they are below the fold and hidden
Links frequently go to “content pages” rather than flows – too much reading
2
My Activity
At a glance, show applications that are currently open or active.
High priority content yet is below fold of page making discovery more difficult
Mismatch between intent of section and name of component – Application statuses not account activity
3
Checklists
First attempt to show relevant information and sources to a user based on unique situation.
Mismatch between what the section is and what it is named – called checklists however there is not checklist to track progression
Not tailored enough to an individual’s current situation – broad categories
Nested information in an accordion
4
My Aid
Intended to provide holistic view of financial situation.
Information is too basic and lacks important details
Poor utilization of valuable real-estate at the top of Dashboard
Unnecessarily large pie chart
5
FAFSA Card
Clear CTA for FAFSA to funnel users towards a popular form.
Always visible to users no matter if they are interested in FAFSA or not – cannot be dismissed
Uses valuable space towards the top of Dashboard
No option to easily accept FAFSA invite
6
Upcoming Payments
Notify users of an upcoming monthly payment installment.
Does not include dollar amount
No indicator for auto-pay
No option to easily accept FAFSA invite
7
IDR Forgiveness
Provide insight into progress toward aid forgiveness.
Shown to all users whether they are on IDR or not – different variations of card
Cannot be dismissed
1
Quick Links
Intended to provide quick access to important links and pages.
Links are not customized per user type – blanket list of links
Quick links are not easily accessible as they are below the fold and hidden
Links frequently go to “content pages” rather than flows – too much reading
2
My Activity
At a glance, show applications that are currently open or active.
High priority content yet is below fold of page making discovery more difficult
Mismatch between intent of section and name of component – Application statuses not account activity
3
Checklists
First attempt to show relevant information and sources to a user based on unique situation.
Mismatch between what the section is and what it is named – called checklists however there is not checklist to track progression
Not tailored enough to an individual’s current situation – broad categories
Nested information in an accordion
4
My Aid
Intended to provide holistic view of financial situation.
Information is too basic and lacks important details
Poor utilization of valuable real-estate at the top of Dashboard
Unnecessarily large pie chart
5
FAFSA Card
Clear CTA for FAFSA to funnel users towards a popular form.
Always visible to users no matter if they are interested in FAFSA or not – cannot be dismissed
Uses valuable space towards the top of Dashboard
No option to easily accept FAFSA invite
6
Upcoming Payments
Notify users of an upcoming monthly payment installment.
Does not include dollar amount
No indicator for auto-pay
No option to easily accept FAFSA invite
7
IDR Forgiveness
Provide insight into progress toward aid forgiveness.
Shown to all users whether they are on IDR or not – different variations of card
Cannot be dismissed
1
Quick Links
Intended to provide quick access to important links and pages.
Links are not customized per user type – blanket list of links
Quick links are not easily accessible as they are below the fold and hidden
Links frequently go to “content pages” rather than flows – too much reading
2
My Activity
At a glance, show applications that are currently open or active.
High priority content yet is below fold of page making discovery more difficult
Mismatch between intent of section and name of component – Application statuses not account activity
3
Checklists
First attempt to show relevant information and sources to a user based on unique situation.
Mismatch between what the section is and what it is named – called checklists however there is not checklist to track progression
Not tailored enough to an individual’s current situation – broad categories
Nested information in an accordion
4
My Aid
Intended to provide holistic view of financial situation.
Information is too basic and lacks important details
Poor utilization of valuable real-estate at the top of Dashboard
Unnecessarily large pie chart
5
FAFSA Card
Clear CTA for FAFSA to funnel users towards a popular form.
Always visible to users no matter if they are interested in FAFSA or not – cannot be dismissed
Uses valuable space towards the top of Dashboard
No option to easily accept FAFSA invite
6
Upcoming Payments
Notify users of an upcoming monthly payment installment.
Does not include dollar amount
No indicator for auto-pay
No option to easily accept FAFSA invite
7
IDR Forgiveness
Provide insight into progress toward aid forgiveness.
Shown to all users whether they are on IDR or not – different variations of card
Cannot be dismissed
1
Quick Links
Intended to provide quick access to important links and pages.
Links are not customized per user type – blanket list of links
Quick links are not easily accessible as they are below the fold and hidden
Links frequently go to “content pages” rather than flows – too much reading
2
My Activity
At a glance, show applications that are currently open or active.
High priority content yet is below fold of page making discovery more difficult
Mismatch between intent of section and name of component – Application statuses not account activity
3
Checklists
First attempt to show relevant information and sources to a user based on unique situation.
Mismatch between what the section is and what it is named – called checklists however there is not checklist to track progression
Not tailored enough to an individual’s current situation – broad categories
Nested information in an accordion
4
My Aid
Intended to provide holistic view of financial situation.
Information is too basic and lacks important details
Poor utilization of valuable real-estate at the top of Dashboard
Unnecessarily large pie chart
5
FAFSA Card
Clear CTA for FAFSA to funnel users towards a popular form.
Always visible to users no matter if they are interested in FAFSA or not – cannot be dismissed
Uses valuable space towards the top of Dashboard
No option to easily accept FAFSA invite
6
Upcoming Payments
Notify users of an upcoming monthly payment installment.
Does not include dollar amount
No indicator for auto-pay
No option to easily accept FAFSA invite
7
IDR Forgiveness
Provide insight into progress toward aid forgiveness.
Shown to all users whether they are on IDR or not – different variations of card
Cannot be dismissed
1
Quick Links
Intended to provide quick access to important links and pages.
Links are not customized per user type – blanket list of links
Quick links are not easily accessible as they are below the fold and hidden
Links frequently go to “content pages” rather than flows – too much reading
2
My Activity
At a glance, show applications that are currently open or active.
High priority content yet is below fold of page making discovery more difficult
Mismatch between intent of section and name of component – Application statuses not account activity
3
Checklists
First attempt to show relevant information and sources to a user based on unique situation.
Mismatch between what the section is and what it is named – called checklists however there is not checklist to track progression
Not tailored enough to an individual’s current situation – broad categories
Nested information in an accordion
4
My Aid
Intended to provide holistic view of financial situation.
Information is too basic and lacks important details
Poor utilization of valuable real-estate at the top of Dashboard
Unnecessarily large pie chart
5
FAFSA Card
Clear CTA for FAFSA to funnel users towards a popular form.
Always visible to users no matter if they are interested in FAFSA or not – cannot be dismissed
Uses valuable space towards the top of Dashboard
No option to easily accept FAFSA invite
6
Upcoming Payments
Notify users of an upcoming monthly payment installment.
Does not include dollar amount
No indicator for auto-pay
No option to easily accept FAFSA invite
7
IDR Forgiveness
Provide insight into progress toward aid forgiveness.
Shown to all users whether they are on IDR or not – different variations of card
Cannot be dismissed
1
Quick Links
Intended to provide quick access to important links and pages.
Links are not customized per user type – blanket list of links
Quick links are not easily accessible as they are below the fold and hidden
Links frequently go to “content pages” rather than flows – too much reading
2
My Activity
At a glance, show applications that are currently open or active.
High priority content yet is below fold of page making discovery more difficult
Mismatch between intent of section and name of component – Application statuses not account activity
3
Checklists
First attempt to show relevant information and sources to a user based on unique situation.
Mismatch between what the section is and what it is named – called checklists however there is not checklist to track progression
Not tailored enough to an individual’s current situation – broad categories
Nested information in an accordion
4
My Aid
Intended to provide holistic view of financial situation.
Information is too basic and lacks important details
Poor utilization of valuable real-estate at the top of Dashboard
Unnecessarily large pie chart
5
FAFSA Card
Clear CTA for FAFSA to funnel users towards a popular form.
Always visible to users no matter if they are interested in FAFSA or not – cannot be dismissed
Uses valuable space towards the top of Dashboard
No option to easily accept FAFSA invite
6
Upcoming Payments
Notify users of an upcoming monthly payment installment.
Does not include dollar amount
No indicator for auto-pay
No option to easily accept FAFSA invite
7
IDR Forgiveness
Provide insight into progress toward aid forgiveness.
Shown to all users whether they are on IDR or not – different variations of card
Cannot be dismissed
Quick Links
Intended to provide quick access to important links and pages.
Links are not customized per user type – blanket list of links
Quick links are not easily accessible as they are below the fold and hidden
Links frequently go to “content pages” rather than flows – too much reading
My Activity
At a glance, show applications that are currently open or active.
High priority content yet is below fold of page making discovery more difficult
Mismatch between intent of section and name of component – Application statuses not account activity
Checklists
First attempt to show relevant information and sources to a user based on unique situation.
Mismatch between what the section is and what it is named – called checklists however there is not checklist to track progression
Not tailored enough to an individual’s current situation – broad categories
Nested information in an accordion
My Aid
Intended to provide holistic view of financial situation.
Information is too basic and lacks important details
Poor utilization of valuable real-estate at the top of Dashboard
Unnecessarily large pie chart
FAFSA Card
Clear CTA for FAFSA to funnel users towards a popular form.
Always visible to users no matter if they are interested in FAFSA or not – cannot be dismissed
Uses valuable space towards the top of Dashboard
No option to easily accept FAFSA invite
Upcoming Payments
Notify users of an upcoming monthly payment installment.
Does not include dollar amount
No indicator for auto-pay
No option to easily accept FAFSA invite
IDR Forgiveness
Provide insight into progress toward aid forgiveness.
Shown to all users whether they are on IDR or not – different variations of card
Cannot be dismissed
Quick Links
Intended to provide quick access to important links and pages.
Links are not customized per user type – blanket list of links
Quick links are not easily accessible as they are below the fold and hidden
Links frequently go to “content pages” rather than flows – too much reading
My Activity
At a glance, show applications that are currently open or active.
High priority content yet is below fold of page making discovery more difficult
Mismatch between intent of section and name of component – Application statuses not account activity
Checklists
First attempt to show relevant information and sources to a user based on unique situation.
Mismatch between what the section is and what it is named – called checklists however there is not checklist to track progression
Not tailored enough to an individual’s current situation – broad categories
Nested information in an accordion
My Aid
Intended to provide holistic view of financial situation.
Information is too basic and lacks important details
Poor utilization of valuable real-estate at the top of Dashboard
Unnecessarily large pie chart
FAFSA Card
Clear CTA for FAFSA to funnel users towards a popular form.
Always visible to users no matter if they are interested in FAFSA or not – cannot be dismissed
Uses valuable space towards the top of Dashboard
No option to easily accept FAFSA invite
Upcoming Payments
Notify users of an upcoming monthly payment installment.
Does not include dollar amount
No indicator for auto-pay
No option to easily accept FAFSA invite
IDR Forgiveness
Provide insight into progress toward aid forgiveness.
Shown to all users whether they are on IDR or not – different variations of card
Cannot be dismissed
Quick Links
Intended to provide quick access to important links and pages.
Links are not customized per user type – blanket list of links
Quick links are not easily accessible as they are below the fold and hidden
Links frequently go to “content pages” rather than flows – too much reading
My Activity
At a glance, show applications that are currently open or active.
High priority content yet is below fold of page making discovery more difficult
Mismatch between intent of section and name of component – Application statuses not account activity
Checklists
First attempt to show relevant information and sources to a user based on unique situation.
Mismatch between what the section is and what it is named – called checklists however there is not checklist to track progression
Not tailored enough to an individual’s current situation – broad categories
Nested information in an accordion
My Aid
Intended to provide holistic view of financial situation.
Information is too basic and lacks important details
Poor utilization of valuable real-estate at the top of Dashboard
Unnecessarily large pie chart
FAFSA Card
Clear CTA for FAFSA to funnel users towards a popular form.
Always visible to users no matter if they are interested in FAFSA or not – cannot be dismissed
Uses valuable space towards the top of Dashboard
No option to easily accept FAFSA invite
Upcoming Payments
Notify users of an upcoming monthly payment installment.
Does not include dollar amount
No indicator for auto-pay
No option to easily accept FAFSA invite
IDR Forgiveness
Provide insight into progress toward aid forgiveness.
Shown to all users whether they are on IDR or not – different variations of card
Cannot be dismissed
Quick Links
Intended to provide quick access to important links and pages.
Links are not customized per user type – blanket list of links
Quick links are not easily accessible as they are below the fold and hidden
Links frequently go to “content pages” rather than flows – too much reading
My Activity
At a glance, show applications that are currently open or active.
High priority content yet is below fold of page making discovery more difficult
Mismatch between intent of section and name of component – Application statuses not account activity
Checklists
First attempt to show relevant information and sources to a user based on unique situation.
Mismatch between what the section is and what it is named – called checklists however there is not checklist to track progression
Not tailored enough to an individual’s current situation – broad categories
Nested information in an accordion
My Aid
Intended to provide holistic view of financial situation.
Information is too basic and lacks important details
Poor utilization of valuable real-estate at the top of Dashboard
Unnecessarily large pie chart
FAFSA Card
Clear CTA for FAFSA to funnel users towards a popular form.
Always visible to users no matter if they are interested in FAFSA or not – cannot be dismissed
Uses valuable space towards the top of Dashboard
No option to easily accept FAFSA invite
Upcoming Payments
Notify users of an upcoming monthly payment installment.
Does not include dollar amount
No indicator for auto-pay
No option to easily accept FAFSA invite
IDR Forgiveness
Provide insight into progress toward aid forgiveness.
Shown to all users whether they are on IDR or not – different variations of card
Cannot be dismissed
Currently Available Components
03 / Design Strategy & Implementation
03 / Design Strategy
Planning goes a long way
Content Prioritization
As mentioned earlier, the components on the Dashboard often suffer from a lack of relevant data and usefulness. Additionally, they are frequently prioritized in ways that don’t align with user expectations. For example, a user’s active applications are placed lower on the page, making them less visible, while a static FAFSA call-to-action—one that cannot be dismissed—takes priority.
In the interactive graphic to the right, content has been re-ordered to align with user preferences, as well as input from FSA product owners, ensuring that the most important information is front and center.
Content Prioritization
As mentioned earlier, the components on the Dashboard often suffer from a lack of relevant data and usefulness. Additionally, they are frequently prioritized in ways that don’t align with user expectations. For example, a user’s active applications are placed lower on the page, making them less visible, while a static FAFSA call-to-action—one that cannot be dismissed—takes priority.
In the interactive graphic to the right, content has been re-ordered to align with user preferences, as well as input from FSA product owners, ensuring that the most important information is front and center.
Prioritization Order
01
Payment information
02
Active applications
03
Loan information
04
Individual notifications
05
Payment history
06
Product promotions (forgiveness)
Prioritization Order
01
Payment information
02
Active applications
03
Loan information
04
Individual notifications
05
Payment history
06
Product promotions (forgiveness)
Progression of lo-fi layout to hi-fi version.
In-Repayment
Focus on repayment oriented tasks.
~17.8 MILLION AUDIENCE
New Account / Contributor
Focus on starting application.
~50 MILLION AUDIENCE
In-Progress FAFSA
Focus on resuming application.
~17 MILLION AUDIENCE
Dynamic Layouts
The goal for the Dashboard redesign was to make it more dynamic and responsive to individual user situations while maintaining a consistent look and feel across experiences. Over-customizing the experience for each user type could significantly increase development costs and complexity.
To strike the right balance, I proposed a solution that utilized a base template with components that could be shown, hidden, or de-prioritized based on user needs. This approach leveraged a grid pattern, allowing for flexibility without compromising the overall structure or increasing complexity.
Dynamic Layouts
The goal for the Dashboard redesign was to make it more dynamic and responsive to individual user situations while maintaining a consistent look and feel across experiences. Over-customizing the experience for each user type could significantly increase development costs and complexity.
To strike the right balance, I proposed a solution that utilized a base template with components that could be shown, hidden, or de-prioritized based on user needs. This approach leveraged a grid pattern, allowing for flexibility without compromising the overall structure or increasing complexity.
Dynamic Layouts
The goal for the Dashboard redesign was to make it more dynamic and responsive to individual user situations while maintaining a consistent look and feel across experiences. Over-customizing the experience for each user type could significantly increase development costs and complexity.
To strike the right balance, I proposed a solution that utilized a base template with components that could be shown, hidden, or de-prioritized based on user needs. This approach leveraged a grid pattern, allowing for flexibility without compromising the overall structure or increasing complexity.
Scenarios
In-repayment / Single-servicer – the most common scenario, with a layout optimized for simplicity and clarity.
In-repayment / Multi-servicer – for users with loans serviced by multiple providers, like Nelnet and Aidvantage, the layout accommodates multiple servicers while maintaining clarity.
New Account – for users who haven't taken any action yet, the layout highlights FAFSA and guidance for getting started.
In-progress Application – for applications that haven’t been submitted yet, the layout provides clear prompts and status updates to encourage completion.
Scenarios
In-repayment / Single-servicer – the most common scenario, with a layout optimized for simplicity and clarity.
In-repayment / Multi-servicer – for users with loans serviced by multiple providers, like Nelnet and Aidvantage, the layout accommodates multiple servicers while maintaining clarity.
New Account – for users who haven't taken any action yet, the layout highlights FAFSA and guidance for getting started.
In-progress Application – for applications that haven’t been submitted yet, the layout provides clear prompts and status updates to encourage completion.
Scenarios
In-repayment / Single-servicer – the most common scenario, with a layout optimized for simplicity and clarity.
In-repayment / Multi-servicer – for users with loans serviced by multiple providers, like Nelnet and Aidvantage, the layout accommodates multiple servicers while maintaining clarity.
New Account – for users who haven't taken any action yet, the layout highlights FAFSA and guidance for getting started.
In-progress Application – for applications that haven’t been submitted yet, the layout provides clear prompts and status updates to encourage completion.
Improvements
Align the prioritization of information with the main user categories, ensuring relevant content is highlighted for each group.
Enable content to be shown or hidden based on user known preferences, offering a more personalized experience.
Highlight common quick actions for similar users, making them easier to find and access.
Implemented a templatized approach that is easily adaptable to future functionality growth.
Added a notification center widget to the Dashboard, so users no longer have to search for alerts or leave the page.
Updated naming conventions for components and sections to align with user expectations, improving clarity and consistency.
Improvements
Align the prioritization of information with the main user categories, ensuring relevant content is highlighted for each group.
Enable content to be shown or hidden based on user known preferences, offering a more personalized experience.
Highlight common quick actions for similar users, making them easier to find and access.
Implemented a templatized approach that is easily adaptable to future functionality growth.
Added a notification center widget to the Dashboard, so users no longer have to search for alerts or leave the page.
Updated naming conventions for components and sections to align with user expectations, improving clarity and consistency.
Improvements
Align the prioritization of information with the main user categories, ensuring relevant content is highlighted for each group.
Enable content to be shown or hidden based on user known preferences, offering a more personalized experience.
Highlight common quick actions for similar users, making them easier to find and access.
Implemented a templatized approach that is easily adaptable to future functionality growth.
Added a notification center widget to the Dashboard, so users no longer have to search for alerts or leave the page.
Updated naming conventions for components and sections to align with user expectations, improving clarity and consistency.
Removed
The static nature of the Dashboard was eliminated, as it no longer presents the same layout to all users.
The fixed FAFSA call-to-action was removed to make space for more relevant, user-specific actions.
The static checklist accordion, which was not actually a checklist but instead a list of resources, was removed for clarity and to improve functionality.
The forgiveness counts card was removed for users not on repayment plans with forgiveness, streamlining the experience.
Removed
The static nature of the Dashboard was eliminated, as it no longer presents the same layout to all users.
The fixed FAFSA call-to-action was removed to make space for more relevant, user-specific actions.
The static checklist accordion, which was not actually a checklist but instead a list of resources, was removed for clarity and to improve functionality.
The forgiveness counts card was removed for users not on repayment plans with forgiveness, streamlining the experience.
Removed
The static nature of the Dashboard was eliminated, as it no longer presents the same layout to all users.
The fixed FAFSA call-to-action was removed to make space for more relevant, user-specific actions.
The static checklist accordion, which was not actually a checklist but instead a list of resources, was removed for clarity and to improve functionality.
The forgiveness counts card was removed for users not on repayment plans with forgiveness, streamlining the experience.
Existing Component Updates (6)
Component Updates (6)
01 Component
My Aid ➡️ Loan Summary
Loan Summary provides a quick overview of the user's financial situation.
01 Component
My Aid ➡️ Loan Summary
Loan Summary provides a quick overview of the user's financial situation.
01 Component
My Aid ➡️ Loan Summary
Loan Summary provides a quick overview of the user's financial situation.
Improvements
Improved space utilization, maximizing the amount of information displayed.
Enhanced information hierarchies for clearer data prioritization.
Prioritized data based on user feedback, such as outstanding principal, interest rate, and progress bar.
Provided quick access to repayment plan information.
Associated loans with school attended.
Improvements
Improved space utilization, maximizing the amount of information displayed.
Enhanced information hierarchies for clearer data prioritization.
Prioritized data based on user feedback, such as outstanding principal, interest rate, and progress bar.
Provided quick access to repayment plan information.
Associated loans with school attended.
Improvements
Improved space utilization, maximizing the amount of information displayed.
Enhanced information hierarchies for clearer data prioritization.
Prioritized data based on user feedback, such as outstanding principal, interest rate, and progress bar.
Provided quick access to repayment plan information.
Associated loans with school attended.
Old
New
02 Component
Upcoming Payments
Displays high-value information for users in repayment, now updated with more relevant content.
02 Component
Upcoming Payments
Displays high-value information for users in repayment, now updated with more relevant content.
02 Component
Upcoming Payments
Displays high-value information for users in repayment, now updated with more relevant content.
Improvements
Included the dollar value for clearer financial context.
Added an indicator to show users whether they are enrolled in auto-pay.
Provides an easy and convenient way to request repayment assistance.
The pattern is flexible, allowing for multiple upcoming payment cards for users with multiple servicers.
Displays a countdown for when the loan payment is due (e.g., 8 days).
Improvements
Included the dollar value for clearer financial context.
Added an indicator to show users whether they are enrolled in auto-pay.
Provides an easy and convenient way to request repayment assistance.
The pattern is flexible, allowing for multiple upcoming payment cards for users with multiple servicers.
Displays a countdown for when the loan payment is due (e.g., 8 days).
Improvements
Included the dollar value for clearer financial context.
Added an indicator to show users whether they are enrolled in auto-pay.
Provides an easy and convenient way to request repayment assistance.
The pattern is flexible, allowing for multiple upcoming payment cards for users with multiple servicers.
Displays a countdown for when the loan payment is due (e.g., 8 days).
Old
New
03 Component
FAFSA Card
The FAFSA card has been improved to include more functionality while remaining less intrusive.
03 Component
FAFSA Card
The FAFSA card has been improved to include more functionality while remaining less intrusive.
03 Component
FAFSA Card
The FAFSA card has been improved to include more functionality while remaining less intrusive.
Improvements
The card’s dimensions have been reduced to occupy less space.
Added the ability to accept invitations, a key action for FAFSA contributors.
Does not reference the previous year's FAFSA, as it is an infrequent task.
Updated font to Public-Sans for improved legibility.
Improvements
The card’s dimensions have been reduced to occupy less space.
Added the ability to accept invitations, a key action for FAFSA contributors.
Does not reference the previous year's FAFSA, as it is an infrequent task.
Updated font to Public-Sans for improved legibility.
Improvements
The card’s dimensions have been reduced to occupy less space.
Added the ability to accept invitations, a key action for FAFSA contributors.
Does not reference the previous year's FAFSA, as it is an infrequent task.
Updated font to Public-Sans for improved legibility.
Old
New
04 Component
My Activity ➡️ Cases & Apps
A component that displays active applications and their status updates.
04 Component
My Activity ➡️ Cases & Apps
A component that displays active applications and their status updates.
04 Component
My Activity ➡️ Cases & Apps
A component that displays active applications and their status updates.
Improvements
Reduced white space to present applications more efficiently.
Though not visible here, the component was raised above the page fold for improved discoverability.
Displays only the information necessary to make a decision.
Updated the name from "My Activity" to "Cases & Applications" to better align with functionality and user expectations.
Improvements
Reduced white space to present applications more efficiently.
Though not visible here, the component was raised above the page fold for improved discoverability.
Displays only the information necessary to make a decision.
Updated the name from "My Activity" to "Cases & Applications" to better align with functionality and user expectations.
Improvements
Reduced white space to present applications more efficiently.
Though not visible here, the component was raised above the page fold for improved discoverability.
Displays only the information necessary to make a decision.
Updated the name from "My Activity" to "Cases & Applications" to better align with functionality and user expectations.
Old
New
05 Component
Checklists ➡️ Quick Actions
A list of actions and information tailored to users at different stages of the aid lifecycle.
05 Component
Checklists ➡️ Quick Actions
A list of actions and information tailored to users at different stages of the aid lifecycle.
05 Component
Checklists ➡️ Quick Actions
A list of actions and information tailored to users at different stages of the aid lifecycle.
Improvements
Though not visible here, the component was raised above the fold to prioritize its usefulness.
Replaced the static list of actions, many of which were irrelevant, with a consolidated list tailored to the typical actions for each user type.
Removed irrelevant categories for users (e.g., showing "I'm in school" for users in repayment).
Renamed the component to more accurately reflect its functionality (no longer a checklist).
Improvements
Though not visible here, the component was raised above the fold to prioritize its usefulness.
Replaced the static list of actions, many of which were irrelevant, with a consolidated list tailored to the typical actions for each user type.
Removed irrelevant categories for users (e.g., showing "I'm in school" for users in repayment).
Renamed the component to more accurately reflect its functionality (no longer a checklist).
Improvements
Though not visible here, the component was raised above the fold to prioritize its usefulness.
Replaced the static list of actions, many of which were irrelevant, with a consolidated list tailored to the typical actions for each user type.
Removed irrelevant categories for users (e.g., showing "I'm in school" for users in repayment).
Renamed the component to more accurately reflect its functionality (no longer a checklist).
Old
New
06 Component
Loan Servicers Card
A section on the Dashboard provides borrowers with quick access to their loan servicer's contact information.
06 Component
Loan Servicers Card
A section on the Dashboard provides borrowers with quick access to their loan servicer's contact information.
06 Component
Loan Servicers Card
A section on the Dashboard provides borrowers with quick access to their loan servicer's contact information.
Improvements
Now flexible and dynamic, supporting multiple servicers.
Uses the servicer's display name instead of the raw name from the NSLDS API.
Included the phone number for user convenience.
Added icons for visual appeal.
Improvements
Now flexible and dynamic, supporting multiple servicers.
Uses the servicer's display name instead of the raw name from the NSLDS API.
Included the phone number for user convenience.
Added icons for visual appeal.
Improvements
Now flexible and dynamic, supporting multiple servicers.
Uses the servicer's display name instead of the raw name from the NSLDS API.
Included the phone number for user convenience.
Added icons for visual appeal.
Old
New
Prioritization Order
01
Payment information
02
Active applications
03
Loan information
04
Individual notifications
05
Payment history
06
Product promotions (forgiveness)
Prioritization Order
01
Payment information
02
Active applications
03
Loan information
04
Individual notifications
05
Payment history
06
Product promotions (forgiveness)
Content Prioritization
As mentioned earlier, the components on the Dashboard often suffer from a lack of relevant data and usefulness. Additionally, they are frequently prioritized in ways that don’t align with user expectations. For example, a user’s active applications are placed lower on the page, making them less visible, while a static FAFSA call-to-action—one that cannot be dismissed—takes priority.
In the interactive graphic to the right, content has been re-ordered to align with user preferences, as well as input from FSA product owners, ensuring that the most important information is front and center.
Content Prioritization
As mentioned earlier, the components on the Dashboard often suffer from a lack of relevant data and usefulness. Additionally, they are frequently prioritized in ways that don’t align with user expectations. For example, a user’s active applications are placed lower on the page, making them less visible, while a static FAFSA call-to-action—one that cannot be dismissed—takes priority.
In the interactive graphic to the right, content has been re-ordered to align with user preferences, as well as input from FSA product owners, ensuring that the most important information is front and center.
Progression of lo-fi layout to hi-fi version.
04 / Final Designs
04 / Final Designs
Taking a look back
New / Single-Servicer
*Note: Image above is showing a user with a NelNet servicers; UI only has one upcoming payment and one repayment plan.
Explore Dashboard Variations
Variations
Single-Servicer
Multi-Servicer
New Account
In-Progress App
Multi-Servicer
Borrower has loans through more than one loan servicer.
Variations
Single-Servicer
Multi-Servicer
New Account
In-Progress App
Multi-Servicer
Borrower has loans through more than one loan servicer.
New Components (5)
In-Progress App
Student or contributor has FAFSA application in progress.
01 New Component
Hero Section
The hero section anchors users in their authenticated Dashboard experience, highlighting key information and actions.
01 New Component
Hero Section
The hero section anchors users in their authenticated Dashboard experience, highlighting key information and actions.
01 New Component
Hero Section
The hero section anchors users in their authenticated Dashboard experience, highlighting key information and actions.
Improvements
Offers a clear call-to-action to view the most recent account updates.
Allows organizations to highlight important information at the top of the page.
Clearly displays the currently authenticated user.
Lets users see how many updates have occurred since their last login.
Improvements
Offers a clear call-to-action to view the most recent account updates.
Allows organizations to highlight important information at the top of the page.
Clearly displays the currently authenticated user.
Lets users see how many updates have occurred since their last login.
Improvements
Offers a clear call-to-action to view the most recent account updates.
Allows organizations to highlight important information at the top of the page.
Clearly displays the currently authenticated user.
Lets users see how many updates have occurred since their last login.
02 New Component
Notifications
Displayed a shortened list of the most recent notifications directly on the Dashboard.
02 New Component
Notifications
Displayed a shortened list of the most recent notifications directly on the Dashboard.
02 New Component
Notifications
Displayed a shortened list of the most recent notifications directly on the Dashboard.
Improvements
Users can now view a shortened list of notifications without leaving the Dashboard.
Users can dismiss notifications directly from the Dashboard.
Users can now choose to "view all notifications" directly from the Dashboard, a feature that was previously unavailable.
Improvements
Users can now view a shortened list of notifications without leaving the Dashboard.
Users can dismiss notifications directly from the Dashboard.
Users can now choose to "view all notifications" directly from the Dashboard, a feature that was previously unavailable.
Improvements
Users can now view a shortened list of notifications without leaving the Dashboard.
Users can dismiss notifications directly from the Dashboard.
Users can now choose to "view all notifications" directly from the Dashboard, a feature that was previously unavailable.
03 New Component
Recent Payments
Offered a more detailed financial overview of the user's aid progress and activity.
03 New Component
Recent Payments
Offered a more detailed financial overview of the user's aid progress and activity.
03 New Component
Recent Payments
Offered a more detailed financial overview of the user's aid progress and activity.
Improvements
Enabled users to quickly check the status of previous payments.
Allowed users to view the date of their previous payment and the associated servicer.
Provided users with the ability to view detailed information about previous payments.
Improvements
Enabled users to quickly check the status of previous payments.
Allowed users to view the date of their previous payment and the associated servicer.
Provided users with the ability to view detailed information about previous payments.
Improvements
Enabled users to quickly check the status of previous payments.
Allowed users to view the date of their previous payment and the associated servicer.
Provided users with the ability to view detailed information about previous payments.
04 New Component
FAFSA Deadlines
Provided easy access for users currently in school or planning to attend higher education.
04 New Component
FAFSA Deadlines
Provided easy access for users currently in school or planning to attend higher education.
04 New Component
FAFSA Deadlines
Provided easy access for users currently in school or planning to attend higher education.
Improvements
Users can now see Federal and State FAFSA submission deadlines directly from the Dashboard, whereas this information was previously only available on the FAFSA landing page.
Improvements
Users can now see Federal and State FAFSA submission deadlines directly from the Dashboard, whereas this information was previously only available on the FAFSA landing page.
Improvements
Users can now see Federal and State FAFSA submission deadlines directly from the Dashboard, whereas this information was previously only available on the FAFSA landing page.
05 New Component
Application Resume Banner
Designed to help users quickly find in-progress applications, reducing time spent navigating the Dashboard.
05 New Component
Application Resume Banner
Designed to help users quickly find in-progress applications, reducing time spent navigating the Dashboard.
05 New Component
Application Resume Banner
Designed to help users quickly find in-progress applications, reducing time spent navigating the Dashboard.
Improvements
Enabled quick access to the most recent in-progress application.
Prioritized key information and actions at the top of the Dashboard, above the fold.
Resolved the issue of users struggling to find in-progress FAFSA applications.
Improvements
Enabled quick access to the most recent in-progress application.
Prioritized key information and actions at the top of the Dashboard, above the fold.
Resolved the issue of users struggling to find in-progress FAFSA applications.
Improvements
Enabled quick access to the most recent in-progress application.
Prioritized key information and actions at the top of the Dashboard, above the fold.
Resolved the issue of users struggling to find in-progress FAFSA applications.
Single-Servicer
Borrower how has loans through a single servicer.
Multi-Servicer
Borrower has loans through more than one loan servicer.
New Account
User's account is brand new and has not outstanding balances.
Thoughts & Takeaways
Thoughts & Takeaways
Taking a look back
Final Deliverable
The Dashboard design initiative marked a significant shift away from a static, one-size-fits-all UI. Given the scale of the Dashboard and its broad user base, it was crucial to redesign it to offer a more tailored experience for its most common user groups. The final design deliverable not only charted a new path forward for the Dashboard but also set a precedent for future products, emphasizing the importance of flexible, responsive UIs that can successfully accommodate millions of users without forcing them into a one-size-fits-all solution.
Final Deliverable
The Dashboard design initiative marked a significant shift away from a static, one-size-fits-all UI. Given the scale of the Dashboard and its broad user base, it was crucial to redesign it to offer a more tailored experience for its most common user groups. The final design deliverable not only charted a new path forward for the Dashboard but also set a precedent for future products, emphasizing the importance of flexible, responsive UIs that can successfully accommodate millions of users without forcing them into a one-size-fits-all solution.
Final Deliverable
The Dashboard design initiative marked a significant shift away from a static, one-size-fits-all UI. Given the scale of the Dashboard and its broad user base, it was crucial to redesign it to offer a more tailored experience for its most common user groups. The final design deliverable not only charted a new path forward for the Dashboard but also set a precedent for future products, emphasizing the importance of flexible, responsive UIs that can successfully accommodate millions of users without forcing them into a one-size-fits-all solution.
Accomplishments
Successfully created a modular Dashboard that adapts to users' needs, providing a tailored experience while maintaining consistency across the platform.
Received unanimous buy-in from stakeholders and product owners, ensuring strong alignment and support for the design direction.
Balanced needs and priorities of multiple products which utilize Dashboard today.
Successfully balanced the needs and priorities of multiple products that currently utilize the Dashboard, ensuring a cohesive and user-centered design.
From a process perspective, I led an internal design initiative within the team to bring the design fully in-house, reducing reliance on external design support. This approach eliminated duplication of work and avoided the "design by committee" pitfalls, streamlining the process and ensuring a more cohesive outcome.
Accomplishments
Successfully created a modular Dashboard that adapts to users' needs, providing a tailored experience while maintaining consistency across the platform.
Received unanimous buy-in from stakeholders and product owners, ensuring strong alignment and support for the design direction.
Balanced needs and priorities of multiple products which utilize Dashboard today.
Successfully balanced the needs and priorities of multiple products that currently utilize the Dashboard, ensuring a cohesive and user-centered design.
From a process perspective, I led an internal design initiative within the team to bring the design fully in-house, reducing reliance on external design support. This approach eliminated duplication of work and avoided the "design by committee" pitfalls, streamlining the process and ensuring a more cohesive outcome.
Accomplishments
Successfully created a modular Dashboard that adapts to users' needs, providing a tailored experience while maintaining consistency across the platform.
Received unanimous buy-in from stakeholders and product owners, ensuring strong alignment and support for the design direction.
Balanced needs and priorities of multiple products which utilize Dashboard today.
Successfully balanced the needs and priorities of multiple products that currently utilize the Dashboard, ensuring a cohesive and user-centered design.
From a process perspective, I led an internal design initiative within the team to bring the design fully in-house, reducing reliance on external design support. This approach eliminated duplication of work and avoided the "design by committee" pitfalls, streamlining the process and ensuring a more cohesive outcome.
Next Up — Usability Testing
Initial feedback from FSA stakeholders and staff has been very positive. While there is a wealth of previous research and feedback, the current high-fidelity designs have not yet been usability tested with users. In the coming months, I will collaborate with the research team to craft the usability testing script and ensure user feedback is integrated into the final design.
Next Up — Usability Testing
Initial feedback from FSA stakeholders and staff has been very positive. While there is a wealth of previous research and feedback, the current high-fidelity designs have not yet been usability tested with users. In the coming months, I will collaborate with the research team to craft the usability testing script and ensure user feedback is integrated into the final design.
Next Up — Usability Testing
Initial feedback from FSA stakeholders and staff has been very positive. While there is a wealth of previous research and feedback, the current high-fidelity designs have not yet been usability tested with users. In the coming months, I will collaborate with the research team to craft the usability testing script and ensure user feedback is integrated into the final design.
