Delivering a Seamless Customer Experience

A brief overview of the Student Account Center – common home to multiple product and service offerings

The main Refund page, where users can view disbursement history and manage preferences

The Payment Plan renewal page, where users can renew a plan for a new term.

Summary

Client: TMS
Users: College/University Students, Parents/Guardians
Role: Business Analysis & Requirements, UX, UI
Deliverables: User Research, Mockups, Prototypes, UI Specifications, HTML, CSS, and JavaScript

Overview

When TMS determined that change was necessary to retain existing clients and acquire new ones, I gained the amazing opportunity to lead the UX process and design a series of applications from the ground up. Crafting the user experience for “Campus Advantage” products and services, and the administrator tools to support them has been a multi-year effort to make the process of paying for education easier.

Goal

Develop a comprehensive, highly-configurable, hosted solution for education institutions that would allow students and their families to easily manage their student accounts. Through a single account center, allow users to view account data in real-time, receive tuition bills, select payment plans, make payments and manage refund preference.

Approach

Over several releases, develop new digital products and services to meet client needs and business goals
Leverage school brand, real-time integration with client information systems, and single sign-on authentication via client sites to create a seamless customer experience
Present products and services offerings through a common user interface

Contribution

Worked with Product Manager to establish high-level requirements
Gathered and refined story-level requirements
Created personas based on the target users – students and parents/guardians
Created use cases, process diagrams, mockups, wireframes and prototypes
User testing
HTML, CSS, JavaScript and UI integration