Modernizing the Federal Student Aid Application
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BackOverview
Problem
The federal student aid application process is entirely manual and paper-based, leading to low completion rates, inefficiency, and poor accessibility in a complex, regulated environment.
Solution
Design and integrate an electronic signature option into the application flow, streamlining the process to enhance usability, improve efficiency, and support increased application submissions.
My role
Lead UX Designer on cross-functional team
Scope
8 month client project with the Department of Education through Accenture Federal Services
Signature Method Selection
Using staged disclosure, the interface guides applicants through selecting a signature method, reducing cognitive load.
Key features include:
- Options for manual and electronic signatures, allowing users to choose the most appropriate method
- Guidance for proceeding without a CAO email address, ensuring accessibility in less common scenarios
- Pre-populated school information to streamline data entry and reduce errors
Confirmation + Next Steps
This page reassures applicants that their input has been captured and clearly outlines what happens next.
Key features include:
- Direct link to monitor overall application status, allowing applicants to easily track their submission over time
- Status indicators for each CAO signature, showing progress and any outstanding actions
- Clear next steps, guiding applicants on how to complete the remaining parts of the process
Status Tracker
The status tracker gives applicants real-time visibility into the certification process, keeping them informed and enabling timely action.
Key features include:
- Status indicators for each CAO signature showing which signatures are complete or pending
- Countdown timer displaying the remaining time before the signature deadline
- Ability to edit CAO email addresses, enabling applicants to correct/update contact information without restarting the process
- Event log of signature activity, providing a transparent history of actions taken and their timestamps
Context
Students pursuing teaching careers can receive federal grants by completing a four-year service obligation in high-need, low-income schools. To verify eligibility, they must collect a signature from the Chief Administrative Officer (CAO) at each school where they taught, confirming their service was fulfilled.
This project focused on streamlining that signature verification step, which was a critical but often cumbersome part of the grant application process.
Please note: Due to NDA restrictions, some project details have been intentionally omitted.
Current State
The federal student aid application process was entirely manual and paper-based, requiring applicants to navigate dense forms, mailed documents, and offline verification steps. This outdated system resulted in slow or incomplete submissions and significant inefficiencies for both applicants and administrators.
How might we offer a more accessible digital alternative to manual signatures while maintaining compliance and working within legacy templates?
Our Approach
Work within constraints
Leverage legacy templates and cross-team alignment to maintain design consistency across interconnected program flows.
Simplify complex requirements
Prioritize clarity and guidance for users navigating complex requirements and edge cases
Balance delivery and long-term strategy
Deliver a functional solution while identifying opportunities for future system improvements and scalability
Discovery
To align stakeholders and bridge gaps in understanding, I facilitated a series of discovery workshops focused on defining functional and regulatory requirements. These sessions allowed us to deeply explore the federal and programmatic constraints shaping the student aid process.
Here is what we learned:
01
eSign authorization can expire, reverting process to manual
02
All CAOs must use the same signature method
04
Users need visibility into status of signature methods
04
Many applicants don’t have CAO email addresses, creating drop-offs
Product Feature Integration
I collaborated closely with functional stakeholders to create comprehensive user flows that mapped every possible path an applicant could take - covering both electronic and manual signature processes, multiple CAO involvement scenarios, and edge cases.
These flows played a key role in aligning the team on expected system behavior and ensuring complete coverage of all user interactions.
Iterative Design
Each of the three design rounds included internal design reviews, cross-functional sessions, and client feedback. In parallel, I partnered with functional teams to refine and review user stories.
Design Explorations
I explored and tested multiple design options for the initial signature selection screen. Based on programmatic requirements and usability considerations, I refined the concepts down to a final solution.
The chosen design used staged disclosure to guide users step-by-step. It also allowed users to enter all CAO signatures at once while enforcing a consistent signature method across all CAOs, aligning with compliance needs and streamlining the overall experience.
Prototyping
I designed end-to-end interactions for both the application form and the status center, starting from the landing page and covering every key step through completion. This included 200+ responsive desktop and mobile screens, capturing both the happy path and edge cases.
Usability Testing
After finalizing the designs, I collaborated closely with the research team to test and validate key interactions and flows.
We tested how users navigate signature methods, update CAO emails, and respond to fallback from digital to manual signatures.
Methodology
60-min remote moderated usability testing with pre-/post-test questionnaires
Sample
8 participants who met application eligibility criteria, evenly split between desktop and mobile users
We synthesized research findings through affinity mapping, identifying key sentiments and patterns. Based on user feedback, I updated the designs accordingly. For feedback that couldn't be addressed immediately, I documented and proposed future release options to ensure those insights were not lost.
Implementation
I supported the implementation of the new signature flow by acting as the design point of contact on an agile Scrum team both pre- and post-launch.
I reviewed tickets for quality assurance, provided design context during grooming/PBR sessions, and helped troubleshoot and resolve issues during the build process.
This flow will also be implemented across 3 programs in the Federal Student Aid platform.
Results & Impact
Post-launch usability testing with grant applicants yielded the following results:
"It seems very seamless - I wish I had this 10 years ago."
- Research Participant
Medical management app
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