Why It Matters…

Complex systems require more than UI fixes; they require redesigning workflows with users at the center. Insights from real usage shape solutions that actually work in large-scale digital platform systems.

Objective

Map systemic platform pain points across schools, providers, and families to guide a multi-year product roadmap and digital platform redesign.

Research Method

Mixed-methods research, including usability testing, workflow observation, stakeholder interviews, and quant/qual data analysis.

Data Analytic Approach

• service blueprinting

• process mapping

• thematic synthesis on systemic blockers

• prioritization by impact/effort model

Results

• Identified structural barriers affecting user registration.

• Exposed gaps in communication, task management, and document workflows.

• Created prioritized recommendations for platform redesign.