Servona Call Center
Client / Project
Servona
Year
2023
Role
Senior UX/UI Designer
Responsibilities
User Experience, UX Strategy, User Interface Design, User Research
Overview
About Serona
Servona is a student loan management service working with institutions. They assist borrowers who are delinquent on their student loans or at risk of becoming delinquent, helping them get back on track.
Problem
Servona’s software is outdated, poorly designed, and inefficient. It necessitates using three different platforms to accomplish daily tasks, leading to repeated entries across user interfaces. This situation results in inefficiencies and confusion, requiring retroactive error correction.
soultion
The aim of this MVP call center dashboard and dialer was to consolidate key daily actions into one platform, eliminating the need for agents to switch between applications.
Another goal was to support agents by making borrower information and standard procedures readily available, thus reducing the need to sift through saved bookmarks.
Screens
