TPSA Service Transformation

Modernizing operations for a 2,500+ member public safety organization.

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

Stakeholder Interviews
Service Blueprinting
Ticket Analysis
Journey Mapping

Constraints

Rigid legacy database structure, and low budget for external tools.
Methodology Deep Dive Coming Soon!
1
Discovery
2
Analysis
3
Strategy
4
Handoff
DIscovery

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.
analysis

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.
Strategy

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.
handoff

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

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.

Next Steps

  • ‍______

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Oliver Jack Myers
UX Researcher & Designer passionate about creating human-centered digital experiences.
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Crafted with passion in Dallas-Fort Worth, TX.
Oliver Jack Myers