Reducing Human Error & Improving Internal Workflows Through Redesign
Reducing Human Error & Improving Internal Workflows Through Redesign
TIMELINE
TIMELINE
Jun 2023 - August 2023
Jun 2023 - August 2023
SETTING
SETTING
Internship
Internship
TEAM
TEAM
Associate Director
Associate Director
Senior Director
Senior Director
Interaction Designers
Interaction Designers
ROLE
ROLE
UX Researcher & Designer
UX Researcher & Designer
CONTEXT
CONTEXT
In the summer of 2022, I had the opportunity to work as a UX design/research intern at Westat. Westat is a employee-owned professional service that provides research services.
During the internship, I redesigned the data collection system which collects over 20,000 demographic data from schools across the US for the national assessments. Westat collects this data about once a year which they use to conduct research and analysis.
In the summer of 2022, I had the opportunity to work as a UX design/research intern at Westat. Westat is a employee-owned professional service that provides research services.
During the internship, I redesigned the data collection system which collects over 20,000 demographic data from schools across the US for the national assessments. Westat collects this data about once a year which they use to conduct research and analysis.
THE PROBLEM
THE PROBLEM
The outdated website was confusing and frustrating, leading to increased errors in the file submission process.
The outdated website was confusing and frustrating, leading to increased errors in the file submission process.
The problem was a two-fold challenge, affecting both the primary user (school employees) and secondary users (Westat internal teams). The website's poor usability was not only leading to frequent errors by school employees, but it also directly impacted internal teams workflow.
The problem was a two-fold challenge, affecting both the primary user (school employees) and secondary users (Westat internal teams). The website's poor usability was not only leading to frequent errors by school employees, but it also directly impacted internal teams workflow.
PRIMARY USER
PRIMARY USER
School Employees
School Employees
SECONDARY USER
SECONDARY USER
Westat Employees
Westat Employees
WHAT OUR USERS SAY
WHAT OUR USERS SAY
“It’s difficult no matter how many ways we try to explain the mapping process.”
“It’s difficult no matter how many ways we try to explain the mapping process.”
“It’s difficult no matter how many ways we try to explain the mapping process.”
School Employee (experienced user)
School Employee (experienced user)
PRIMARY USER
PRIMARY USER
School Employee
School Employee
The website was outdated, causing confusion and frustration among school employees, resulting in increased errors.
The website was outdated, causing confusion and frustration among school employees, resulting in increased errors.
“People think that they are done once submitting but then get a call from the service center and get frustrated that they still need to make edits.”
“People think that they are done once submitting but then get a call from the service center and get frustrated that they still need to make edits.”
“People think that they are done once submitting but then get a call from the service center and get frustrated that they still need to make edits.”
Westat Employee (Customer Support)
Westat Employee (Customer Support)
SECONDARY USER
SECONDARY USER
Westat Employee
Westat Employee
Due to the high frequency of errors, Westat employees had to invest significant time and effort in quality control to ensure the accuracy of the data.
Due to the high frequency of errors, Westat employees had to invest significant time and effort in quality control to ensure the accuracy of the data.
KEY INSIGHTS
KEY INSIGHTS
To understand our primary users (school employees), we worked closely with internal teams at Westat, specifically the Westat Customer Support Team.
To understand our primary users (school employees), we worked closely with internal teams at Westat, specifically the Westat Customer Support Team.
While our main focus was on school employees, Westat Employees had hands-on experience working with school employees from helping them resolve issues in their file submissions.
While our main focus was on school employees, Westat Employees had hands-on experience working with school employees from helping them resolve issues in their file submissions.
Thus, Westat Employees had extremely valuable insights that guided our design decisions from their 1) in-depth knowledge of the user journey and 2) deep understanding of user behavior.
Thus, Westat Employees had extremely valuable insights that guided our design decisions from their 1) in-depth knowledge of the user journey and 2) deep understanding of user behavior.
Insight #1:
Jargon-heavy language and walls of text with no visual hierarchy was leading to mistakes.
Jargon-heavy language and walls of text with no visual hierarchy was leading to mistakes.
The use of overly technical and complex terminology made it extremely hard to understand what exactly needed to be done, leaving users frustrated and confused.
In addition, the walls of text made it difficult to focus on the important parts of the instruction, often leading to school employees to miss key information.
The use of overly technical and complex terminology made it extremely hard to understand what exactly needed to be done, leaving users frustrated and confused.
In addition, the walls of text made it difficult to focus on the important parts of the instruction, often leading to school employees to miss key information.
Insight #2:
Lack of visual cues made it harder to recognize errors.
Lack of visual cues made it harder to recognize errors.
Without any visual feedback on their actions, school employees often mapped variables incorrectly without realizing it, leading to mistakes that carried through the process.
Without any visual feedback on their actions, school employees often mapped variables incorrectly without realizing it, leading to mistakes that carried through the process.
SOLUTION
Using the design system that had been created by the Interaction designers, I was able to quickly make a high-fidelity prototype, testing with the internal team and iterating the designs.
Using the design system that had been created by the Interaction designers, I was able to quickly make a high-fidelity prototype, testing with the internal team and iterating the designs.
I worked alongside the Interaction Designers, getting feedback on my designs and helping me create my own components within the design system.
I worked alongside the Interaction Designers, getting feedback on my designs and helping me create my own components within the design system.
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Reducing cognitive load by guiding users through the process and decreasing the amount of manual input required from users.
Side-by-side interactive table view.
Helps users see the mapping process in real-time, quickly recognizing and correcting their mistakes as they occur.
Clear, interactive feedback for easier error resolution
Warnings (errors) were broken into smaller, digestible sections with visual cues that draw attention to unresolved issues, ensuring users review and address each warning before moving forward.
IMPACT
IMPACT
Simplified and improved clarity of the file submission process, leading to minimized errors.
Simplified and improved clarity of the file submission process, leading to minimized errors.
Significantly reduced the workload from extensive manual quality control for Westat Employees.
Significantly reduced the workload from extensive manual quality control for Westat Employees.
Designs were released in the Fall 2022.
Designs were released in the Fall 2022.
LEARNINGS
Although I was unable to fully see the designs go into production, as an intern, I gained extremely valuable hands-on experience working collaboratively in a cross-functional environment (Associate Directors, Senior Directors, Engineers, Interaction Designers) .
Although I was unable to fully see the designs go into production, as an intern, I gained extremely valuable hands-on experience working collaboratively in a cross-functional environment (Associate Directors, Senior Directors, Engineers, Interaction Designers) .
Working with stakeholders
This experience provided me with first-hand insight into how stakeholder input—ranging from secondary users to admins, engineers, and managers—shaped the product’s vision. Their diverse perspectives contributed to a more comprehensive understanding of the user experience.
Accessibility: 508 & 504 compliance
While working at Westat, I gained valuable hands-on experience with 508 and 504 compliance, ensuring the creation of an accessible website for individuals with disabilities.