Paycheck Protection Program

In the Spring of 2020 the CARES Act was passed and we were tasked with reacting to the government legislation within weeks. The Paycheck Protection Program (PPP) provides loans to help businesses keep their workforce employed during the Coronavirus (COVID-19) crisis. 

I was part of a collaborative effort to create effective communication and an online application for the first round of funding, the loan forgiveness application, the second round of funding, and the second round of loan forgiveness.

 

AWARD

Greenwich CX Leader

M&T Press Release – M&T Bank Again Recognized for Superior Customer Experience Amid COVID-19

 

NEWS

Bizjournals – M&T Tops All Banks in PPP Lending

 

RESPONSIBILITIES

Service blueprinting

Communications with customers

Interface design

Usability testing

Facilitation

 

TOOLS

Miro

Webex for usability testing

UserZoom

Qualtrics

 

THE FINAL NUMBERS

55,000+ Loans Funded

850,000+ Jobs Saved

$9.8+ Billion Funded to customers

 

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First round of PPP

During the first round of stimulus we were able to provide 35,000+  businesses more than $7 billion in funding. Showing our impact in the communities we serve, 92% of these businesses have 50 employees or less.

By being radically focused on customer problems, needs, and expectations we were able to successfully deliver value to customers in a difficult time.

We held multiple sessions to identify potential pain points in order to create a journey map of the potential process. We validated these pain points with customers to ensure we were targeting the appropriate areas.

We also brought in over 20 customers throughout the process to test the application. Continuously iterating and improving on the design to create an optimal experience for our customers. 

 

 

Second round of PPP

During the second round of stimulus, as of January 1st, 2021, we have approved 5,261 loans for a total of over $718 million in funding to small businesses.

As the sole UX resource I was responsible for assisting our business and technology partners through the development of a new application. 

Leveraging the learnings from our first round of PPP loan applications we successfully launched an application to our customers.

We brought in over 30 customers throughout the process to test the application in a moderated and unmoderated sessions. We also implemented a customer satisfaction survey at the end of the application to receive real-time feedback.