COVID Relief Roadmap: Meeting Members in Crisis

How rapid prototyping and user research helped 14 million members navigate financial relief during the pandemic.

14M members reached · 2 weeks to launch · +3% engagement

The Challenge

When COVID-19 hit, millions of Credit Karma members needed urgent access to government relief programs — stimulus payments, unemployment benefits, loan forbearance, and more. Information was scattered across government websites, constantly changing, and difficult to understand.

My Role

• Led content strategy for COVID relief resource center
• Translated complex government programs into plain-language explanations
• Organized information architecture around member needs

Outcomes

• 14 million members reached in first month
• +3% engagement increase as members returned for updates
• 2-week launch from concept to production

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