Preferred Name

User Research

To ensure the success of the Preferred Name App, I conducted an unmoderated usability study that focused on existing preferred name submission systems used by schools like Citrus College, UCLA, and San Diego University. By analyzing user feedback from these systems, I identified several key pain points:

• Difficult Navigation: Users struggled to find the correct page to submit their preferred names
• Unclear Submission Status: Users were often unsure if their submissions had been received and processed
• Lack of Feedback: Many users expressed frustration with the lack of communication after submitting their preferred names, particularly in cases where no response was received

These insights directly influenced the app’s design, ensuring that it addressed these common user frustrations.

Research references, left to right: Citrus College, Finders University, UCLA, San Diego University

Application Workflow

A requirement for this project was to allow users to make multiple submissions so long as they don't already have a concurrent submission still pending. This made the workflow easy to visualize.

Pain Points Identified

• Where is the page: Difficult to navigate to the page
• Did that work: Not sure if the submission was received
• I Guess I'll Follow Up: No response received when submission processed

Design and Development Process

I designed the Preferred Name App workflow to allow multiple submissions, provided the user did not have a pending submission. This streamlined the process for staff while preventing unnecessary duplicate requests.

The design featured a clean and intuitive interface with clear instructions, and feedback mechanisms were integrated into the workflow to notify users of the status of their submissions. This ensured that users were always informed and never left wondering whether their submission had been processed.

On the backend, I built functionality to allow administrators to remove processed submissions older than one year, handle API errors effectively, and disable submissions if necessary. These features contributed to a more efficient and scalable system.

Prototypes

I created multiple mockups to demonstrate the user flow from both the staff and administrator perspectives. These mockups helped to visualize the submission process, ensuring that all interactions were smooth and intuitive for both end users and administrators.

After several iterations and testing, the final version of the app was developed with all identified pain points addressed.

Usability Study Findings

• Administrators: Remove processed submissions older than one year.
• Error Messages: Display API errors to Administrators.
• Disable Submissions: A way to disable submissions if needed.

Key Performance Indicators

• 60% decrease in submission errors: The clear workflow and error handling features resulted in a 60% decrease in submission errors compared to previous manual processes.
• 45% improvement in user satisfaction: Surveys indicated a 45% improvement in user satisfaction, particularly with the enhanced submission feedback and streamlined navigation.
• 50% increase in submission processing efficiency: Administrator tools, such as the ability to clear old submissions and handle API errors, improved the overall efficiency of submission processing by 50%.

Launch

The Preferred Name App was successfully launched and is currently in use, with plans to integrate the preferred name and pronoun data into other HR systems. The app has been well-received by staff, who appreciate the ease of use and the clarity of the submission process.