UX Case Study
A dreaded annual process was causing user frustration and driving up support costs. Through in-depth research and journey mapping, I transformed a complex, error-prone workflow into an intuitive guided experience that reduced mistakes and eliminated the need for extensive user support.
Background
Private chool office staff approached tuition contract season with dread, facing countless setup steps, intricate details, and frequent costly errors that took hours to resolve. The legacy process required extensive annual guidance, creating operational inefficiencies and user frustration. I redesigned the entire experience to accommodate complex edge cases while maintaining simplicity and usability.
My Role
I handled the end-to-end product design process, from research and problem definition to ideation, developer handoff, and launch. I collaborated with support partners who had deep knowledge of user workflows to ensure solutions addressed both user needs and business requirements.
I began with comprehensive research to understand the full scope of user struggles and identify redesign priorities. The complexity of the tuition contract process required multiple research approaches to uncover both user mental models and the technical realities of where breakdowns occurred.
Interviews: Understanding Process and Exceptions
Speaking directly with users, I focused on how the typical process works and what happens when exceptions arise. I asked users to share their screens during interviews, allowing me to absorb technical complexities without interrupting their flow. I listened for cues about process transitions and how schools move from one step to the next, building a complete picture of both standard and edge-case scenarios.
Synthesizing Research: Mapping Mental Models
I used affinity mapping to synthesize interview data, revealing how users naturally break down this complex task into distinct, logical steps. Understanding these mental models was crucial for later transforming the monolithic process into a step-by-step guided experience that aligned with users' cognitive frameworks.
Uncovering Pain Points with Support Staff
Users often perceive themselves as capable and independent, even when support metrics suggest otherwise. I gathered our support staff for a journey-mapping workshop to identify where the most frequent support requests occur within the process. This insider perspective revealed the true friction points that users encounter but might not openly discuss.
Journey Map: Bridging Mental Models with Support Reality
Combining users' process understanding with support insights on common stuck points, I created a comprehensive journey map including alternative flows for exception scenarios. The process broke into three distinct phases where users' contexts shift, changing their goals and interface expectations.
Translating Research into Design Principles
The research revealed three critical problems that needed solving: users got lost in the linear process, stakeholders lacked visibility into progress, and complex family structures weren't supported. I translated these insights into three core design principles that became the framework for every interface decision, ensuring the solution would address real user needs rather than add more features.
Continuity: Guiding Users Through Linear Steps
The Problem
Research showed users understood the process as linear and step-by-step, but they got lost when faced with 100+ features without clear sequencing or priorities.
The Solution
I redesigned the experience around a single management screen that adapts to guide users through each phase. Instead of hunting through menus, users now see exactly what needs to happen next.
A kanban board visualization shows contracts progressing from draft to billed, with contextual tools available at each stage
Settings integrated directly into the contract management screen allow users to set up their new school year without forgetting any steps
Shown: Upon entering, users see last year's tuition fees and are prompted to update them for the current year
Clarity: Real-Time Visibility for Stakeholders
The Problem
Research revealed that while office staff manages day-to-day contract setup, stakeholders need constant visibility into progress. They're responsible for scholarship distribution, difficult case follow-ups, escalated situations, and budget management—but users had to generate complex reports to get basic numbers like total scholarships awarded or percentage of contracts signed.
The Solution
I created an always-visible dashboard that puts critical metrics at stakeholders' fingertips, eliminating the need for separate reporting screens and manual report generation.
Real-time dashboard key metrics integrated directly into the main interface so numbers are always accessible during stakeholder conversations
Status breakdown allows stakeholders to quickly identify issues requiring attention
Exception Handling: Supporting Complex Family Structures
The Problem
Research showed that schools optimize for simple, efficient processes but get derailed by exceptions that force them to work outside the system—ruining tracking and reporting. Common exceptions included fees that only apply to some families, manually calculated tuition for families in need, and divided contract obligations when parents are divorced.
The Solution
I designed robust exception handling that keeps complex cases within the system, maintaining tracking and reporting integrity while accommodating real-world family situations.
Left: Rule-based fee assignment that automatically applies appropriate charges to families
Right: Manual fee override capability when no preset rule applies, without breaking the system workflow
Automatic fee calculation for divorced families based on parents' percentage of responsibility
Testing and Iteration
Solving a Recruitment Challenge
Traditional usability testing became problematic during the busy contract season. I needed feedback from users with very specific roles, but they were unavailable during their most critical work period. Rather than compromise with fewer participants, I developed an innovative approach.
Leveraging Internal Expertise
I decided to test with our support staff, who are deeply immersed in user needs and workflows but aren't overly technical. This gave me the user perspective I needed while working around scheduling constraints and ensuring participants understood the process complexity.
Synthesis and Iteration
The internal testing sessions generated dozens of actionable insights covering usability improvements and edge cases. I synthesized this feedback to identify patterns and prioritize refinements, ensuring the design was polished and ready for real-world implementation.
