SCAD Payment System
For my Human-Computer Interaction class project I decided to re-design a part of SCAD's website that is consistently frustrating to myself and many of my peers: Billing & Financial Aid.
A well-designed website allows students, parents, or guardians to manage scholarships, loans, and their direct payments; resulting in reduced confusion, stress, payment mistakes, avoidable late fees, and alleviates the call volume and complaint handling of the registrar department.
Roles & Key Activities
• Lead UX Strategist and Researcher
• Heuristic Evaluations
• Wireframing
• Paper Prototyping and Iterative User Testing
• Project Roadmapping
• Storyboarding and Presentation Building
• Wireframing
• Paper Prototyping and Iterative User Testing
• Project Roadmapping
• Storyboarding and Presentation Building
The Challenge:
Applying Jakob Nielsen's Ten Usability Heuristics, along with my own student experiences as a backdrop, I mapped out and analyzed every page in the current payment webflow. This allowed me to quickly locate where the failures and pain points existed in a customer's journey.
I found that most of the current payment experience either fails at, or blatantly ignores, the guiding principles of the Usability Heuristics:
Applying Jakob Nielsen's Ten Usability Heuristics, along with my own student experiences as a backdrop, I mapped out and analyzed every page in the current payment webflow. This allowed me to quickly locate where the failures and pain points existed in a customer's journey.
I found that most of the current payment experience either fails at, or blatantly ignores, the guiding principles of the Usability Heuristics:
The Process
Part 1:
I began evaluating and redesigning SCAD's payment process.
Part 1:
I began evaluating and redesigning SCAD's payment process.
Following the redesigned webflow came many iterations of low-level paper prototypes to test and validate the new experience, while simultaneously capturing user needs and further improvements.
Part 2:
Rather unexpectedly, I combined forces with classmates who were working on SCAD's financial aid and scholarship management process. Merging our projects, allowed us to iteratively test the entire tuition process, and design a seamless user experience.
Rather unexpectedly, I combined forces with classmates who were working on SCAD's financial aid and scholarship management process. Merging our projects, allowed us to iteratively test the entire tuition process, and design a seamless user experience.
The Solution:
Incorporating everything we learned from our research and tests, we created a guided tour through a fully-interactive, HTML version of the redesigned site.
To present our solutions to SCAD's web-design department, we created a student persona and followed his journey through the tuition and payment experience as a storytelling tool.
Incorporating everything we learned from our research and tests, we created a guided tour through a fully-interactive, HTML version of the redesigned site.
To present our solutions to SCAD's web-design department, we created a student persona and followed his journey through the tuition and payment experience as a storytelling tool.
