Overview
TPSA struggled with a fragmented membership system that frustrated advisors. I led the research and service design strategy to map a new ecosystem, transitioning from manual, error-prone workflows to a seamless digital experience.
Problem Statement
Rigid legacy software forced users to restart invoices for minor errors, causing massive frustration, duplicate records, and a flood of support tickets.
Users & Audience
Chapter Advisors (Teachers), Volunteer Staff, and IT Developers.
Role & Scope
Sole UX Researcher & Designer, leading strategy, service design, research, and developer handoff.
10 Months (April 2024 – Present)
Methods & Tools
Constraints
Rigid legacy database structure, and low budget for external tools.
Diagnosing the "Support Ticket" Crisis
Notes:
Analyzed historical support tickets and interviewed the IT Director. We confirmed the root cause was system rigidity, Advisors couldn't edit active invoices, forcing them to duplicate data.
Visualizing the "Current State" Friction
Notes:
I mapped the existing ecosystem, visualizing the front-stage user frustration against back-stage database limitations. This exposed exactly where the logic failed during the "Add Student" phase.
Architecting the "Future State" Solution
Notes:
Collaborated with IT to map the new workflow. We designed a system allowing dynamic invoice editing and "smart" roster checks, eliminating the need for manual staff intervention.
Guiding Development & Implementation
Notes:
I translated the service blueprint into actionable specifications for the developers. This ensured the backend changes perfectly aligned with the intended frontend user experience improvements.
Outcomes & next steps
Reduced support tickets by 80%. By implementing the Service Blueprint strategy, we eliminated the "duplicate student" error. Advisors can now manage rosters autonomously, resulting in earlier registrations and significantly higher user confidence.
This project proved the value of "measure twice, cut once." By mapping the service ecosystem before coding, we transitioned TPSA from reactive troubleshooting to proactive system design, setting a new standard for future updates.
