At this organization, Product Design teams did not typically support channels like SMS and Email – but an executive partner from Debt Solutions came to me with an unmet need. There was a critical gap representing enormous potential business value, and it involved serving our most vulnerable members: those experiencing financial hardship and, well… My team would rise to the occasion.

I do good work. That matters. To people.

VALIDATING A BOLD VISION

This project represents far more than a simple email design — it was an investment to deeply understand the mindset of past-due payers, and a first step on the path to a bold vision: launching a dual-sided digital self-service experience to help past-due payers back on the path to financial wellness.