Client Dashboard

The average debt settlement client takes 3-4 years to finish their program, so having a place where they can get an update on what's happening is important to them. We also need a way to notify clients if an issue pops up or when a settlement approval is needed.

Problem:
Previous versions of the Client Dashboard didn't provide enough account information or program data, and created more questions than answers for our valued clients.

Goal:
• Provide clients program details online in real time, empowering them to manage their experience.
• Introduce alternative communication methods for clients to get their questions answered without having to call: Chat and messages.

Product Discovery

We started by pouring over analytical site data to see what users were doing on the existing Client Dashboard and were able to leverage hotjar heatmaps and user session videos to get even more insights. Next, we interviewed a number of clients that used the existing experience to see what they liked and didn't like, and suss out any unmet needs that could be addressed in the new design.

One thing we learned was that because the lifecycle of a client is so long (3-4 years), the dashboard played different roles depending on how long you have been in the program. We decided to create three different user segments based on time in the program to cater to their needs. Once we collected and analyzed enough user data we started developing concepts to validate and test.

Site surveys: 1
Remote interviews: 7
Unmoderated user testing: 25
Onsite user testing: 5
Employee focus groups: 2
Prototypes built: 1

Result

The final product has been a considerable success. The number of additional deposits has increased by 75%, which means clients are building funds more quickly, expediting their program.

We reduced customer service calls for clients that visited the dashboard by 24% and moved many other inquires to chat, which we introduced during the redesign. Between the reduction in call volume and efficiency of chat communications we were able to decrease the need for staffing in our call center.

The way we surfaced alerts in the new experience increased their visibility causing alert clearances to increase across the board: settlement authorization, insufficient funds and account number verification.

Note: Not shown in the mockups above are a slew of other features that added to the success of the Client Dashboard redesign, including: Draft modifications, enrolled debt details, FAQs, support content, message center, document vault, and more.

Launch: October 2018
Reduced call volume by 24%
Increased additional deposits by 75%