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Guidance on building better digital services in government
Abraham Marinez is the Product Design Group Director for Federal Student Aid (FSA), an office at the U.S. Department of Education which is the largest provider of student financial aid in the nation. As the first Product Design Group at FSA, he is responsible for establishing human-centered design practices within the agency and leading/building a team of UX professionals overseeing the user experience for students, parents, and borrowers on StudentAid.gov and the myStudentAid app.
Aidan, Federal Student Aid’s new virtual assistant, gives customers instant responses to questions about financial aid, loan balances, repayment plans, where to find pages on StudentAid.gov, how to identify their loan servicers, and more, without having to contact a call center.