In October 2013 I joined the team in TrueAccord remotely as first design hire and 4th employee. I lead design in all areas of the product and help the team’s mission of reinventing debt collection.
Reinventing Debt Collection
Leading product design at a debt collection company was 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 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.