Tait Chamberlain
Lead Service & Ux Designer @Federal Student Aid an Office of the U.S. Department of Education
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WORK HISTORY
Lead Service & Ux Designer @Federal Student Aid an Office of the U.S. Department of Education
Washington, DC, US
I developed and led workshops, research, and design work on key pain points for the FAFSA form, including on Contributor Invite, Signature & Confirmation, and High School & College Search. Leading to the prioritization of key areas of form abandonment, reducing drop-off by at least 7%, and reducing support call levels by 35%.• After identifying the contributor invite process as the single most impactful pain point within the FAFSA form itself, I led the concepting, prioritization, and development of the new contributor invite process for the 26-27 FAFSA form. The impact of 25-26 form abandonment at invite contributor was 5.7% of applications, or around students. And upwards of 40% of students must stop filling out the FAFSA and wait to get their parent\'s SSN, creating a significant delay in completing the form. With 4.7% of all cases, not just FAFSA cases being related to contributor invite issues, the estimated cost of those cases is very large.• Chair, FSA Brand Working group• Lead, Unified Borrower Portal working group• Collaborates with Next Gen Digital and Customer Care (DCC) vendor and FSA staff to design the digital experience for federal student aid applicants, parents, and student loan borrowers.• Established a design system and pattern library for all Federal Student Aid digital products based on FSA brand guidelines, the US Web Design System 2.0, and ongoing design work. Teams using the design system include 200+ contract designers & developers, FSA UAT testers, and FSA design leads.• Produces sketches, prototypes, wireframes, and other guidance in coordination with various FSA subject matter experts and stakeholders to communicate design ideas and priorities to the vendor design team and avoid churn wherever possible.• Collaborates with Next Gen Digital and Customer Care (DCC) vendor and FSA staff to design the digital experience for federal student aid applicants, parents, and student loan borrowers.
EDUCATION
University of Michigan - School of Information
Master’s Degree, Digital Federal Government Services
University of Michigan
BA, English Language and Literature
SKILLS
ABOUT TAIT CHAMBERLAIN
I combine creativity with User Experience design and research expertise to make things, better.
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