StudentAid BC
Securing a loan often involves navigating a stressful and intricate process. This app complements the website by alleviating concerns and enhancing the accessibility and management of information and application procedures.
Team
Jenn Park
Antonia Caprice
Patricia Manzo
Rajat Kalia
Role
UX/UI Design
Researcher
Project Manager
Project Type
UX Case Study
Date
August-November 2023
(4 Months)
Problem Statement
The current process for applying for government-run loans in British Columbia is outdated and inefficient, making it challenging for students to access financial assistance. The complex and confusing application process, with its reliance on paper-based applications and an outdated website, creates unnecessary barriers for students seeking financial aid.
Goal
To address the challenges faced by students applying for and managing student loans through the provincial student aid portal, develop a mobile application that streamlines the application process, provides real-time application status updates, and displays the current loan balance.
Specific functionalities of the application include:
-
A user-friendly interface that guides students through the application process step-by-step.
-
A real-time application status tracker that keeps students informed of their application progress.
-
A detailed breakdown of outstanding balances, including loan amounts, interest rates, and repayment schedules.
-
Push notifications to alert students of important application updates or changes to their loan status.
By addressing the pain points of students and providing a user-friendly and informative platform, this mobile application will significantly improve the student loan application and management experience.
Key Insights
1. Complexity and Simplicity: Users were comfortable with daily technology tasks but struggled with more complex ones.
2. Brand Reputation and Data Security: Users trusted applications from reputable organizations more.
3. Reliance on External Help: Users often sought external help instead of using the provided documentation.
4. Losing Track of Progress: Users lost track of their progress due to a lack of updates and feedback.
5. Financial Literacy: Users' financial literacy impacted their ability to navigate the process.
Recommendations
1. This underlines the importance of bridging the gap between user proficiency and task complexity.
2. The login process is a consistent pain point, but as authentication through the BC services app is a govt. policy, we can’t influence it.
3. Reliable assistance is required at the various stages of the application. So that the user flow is not disrupted while performing tasks
4. There is a need for clear and intuitive interfaces that give users a sense of direction.
5. Tutorials and articles that promote financial literacy can be incorporated into the solution
Sketches +Wireframes
Style Tile
Any application or website affiliated with the government of British Columbia has a colour and typography design guide that it must follow. Other areas such as icons or border-radius were determined by the most accessibility friendly or best practices uses.
Final Design
Main Application
Final Design
Forms & Chat
