Discover Collections Payment Program Experience

I led the team and content design initiatives that modernized the Discover Student and Personal Loans collections experience. Previously limited to offline and phone-based interactions, we transformed the process into a seamless digital journey. Customers could now log in, view their delinquency status, answer a few guided questions, and explore personalized payment program options they qualified for—all without having to speak with a representative. By enabling users to manage sensitive financial situations privately and easily, we significantly improved engagement and contributed to the program’s strong success.

Updating the experience and adding a new Skip A Payment program

In early 2025, we introduced a new payment program for Personal Loans allowing customers who needed temporary relief to skip a payment through a short-term deferral option. My work included crafting clear and compliant program language, securing regulatory approval, and updating the digital experience design to align with current brand standards.

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