Student Finance – Journey Maps

Student Finance - Journey Maps

Alberta Advanced Education | 2018

Alberta Student Aid wanted to get a better understanding of how students experienced the student loan process, from submitting their application, to acceptance and management, to repayment

Responsibilities

USER RESEARCH
SERVICE DESIGN
VISUAL DESIGN

Project Description

Alberta Student Aid asked Trevor and a colleague to help the ministry get better understanding of the entire process of applying, acceptance, managing and repaying a student loan from the student perspective.

Working closely with project stakeholders, Trevor:
• collaborated on a workshop plan and presentation
• helped facilitate workshops with customer support staff
• created empathy maps to capture the different types of students
• built 6 personas to capture the needs of different students
• built a customized current state journey map
• built 6 customized future state journey maps (one for each persona)

Tools & Deliverables

• User research workshops
• Affinity mapping
• Empathy mapping
• Personas
• Information design
• User journey maps

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