Mobile App (IOS, Android), Desktop Web App

Debt Relief App Redesign: Improving User Experience for Better Financial Support

Debt Relief App Redesign: Improving User Experience for Better Financial Support

The Debt Relief App redesign introduces a key feature: the Debt Relief Tracker. This new tool empowers users to monitor their progress toward financial freedom with real-time updates and clear milestones, enhancing the overall user experience and making debt management more transparent and engaging.

The Debt Relief App redesign introduces a key feature: the Debt Relief Tracker. This new tool empowers users to monitor their progress toward financial freedom with real-time updates and clear milestones, enhancing the overall user experience and making debt management more transparent and engaging.

Company:

National Debt Relief

National Debt Relief, founded in 2009, is a top U.S. debt settlement company helping individuals reduce unsecured debts like credit cards and medical bills. Based in New York City, it has helped over 400,000 clients become debt-free within 24 to 48 months and holds an A+ BBB rating. The company charges a 15%-25% fee of settled debt upon successful negotiation.

Problem

Current Client Portal Issues:

Lacks usability, resulting in low client satisfaction and high dependency on customer support for progress and debt resolution updates.

Specific User Pain Points:

  1. Users don’t understand how their program is progressing.

  2. Users are unable to find and understand our fees.

  3. Users want a mobile app with notifications for guidance on next steps.

Objectives

  1. Fully redesign the client portal to enhance usability and empower clients with easy access to progress and debt resolution updates.

  2. Implement a scalable design system and component library to increase frontend development speed and ensure higher quality.

  3. Launch a mobile app to improve accessibility and user experience on all devices.

  4. Improve client satisfaction by creating an intuitive, user-friendly platform.

  5. Reduce agent calls by 80% as clients can access information independently without needing customer support assistance.

UX Research Results

Based on the research findings, customers have a strong desire for improved user experience

Current Experience

Design Solutions:

  1. Progress Tracker: It’s clear how the program is progressin

  2. Transparency: Our fees are in one place and clearly explained

  3. Best in Class: Modern design, tailored for mobile users, delivering relevant notifications

Progress Tracker: Overall

Progress Tracker: Creditors

Transparency: Transactions

Transparency: Fees

Best In Class: Push Notifications

Prototyping

Prototyping

DANIEL SHUMILOV

PRODUCT MANAGEMENT & DESIGN