TPSA
Stop Fixing Tickets. Fix the System.
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
Led 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.
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.
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
- Expand service blueprints to remaining legacy workflows.
- Track advisor satisfaction with the new roster management tools.
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