Designing better debt collections experience for happier customers
Lead Product Designer, 2013 — 2016
In October 2013 I joined the small TrueAccord team as first design hire and 4th employee. I led design in all areas of the custoner experience as well as designed and developed the company brand and visual identity.
Branding & Design
Leading product design at a debt collection company was at often incredibly challenging. Designing an experience for customers who fundamentally did not want to engage or use the product you were building was the biggest hurdle.
Crafting the Customer Experience
At the heart of everything we worked on at TrueAccord as experimentation. The product I designed and we built had to rely on various sources of data to identify, verify and provide a fast and efficient flow to get back into a payment plan. I worked directly with the data science team to design and build experiments that optimized for conversion and as well as efficiency.
