Transcript Configurations

Role: Lead Product Designer

The Transcript Configurations Project introduced a streamlined dashboard with links to various pages, providing external users with the ability to manage their transcript ordering details for the first time. I was responsible for designing the majority of these pages within the dashboard. The primary objective was to create an interface that allowed both internal and external users to configure transcript ordering settings efficiently. This project included key features such as the Ordering Configurations page, the Transcript Ordering Profile, the Welcome Page Editor, and the Holds Editor, ensuring a more accessible and user-friendly experience.

Research

A significant portion of this project focused on form design. To ensure maximum accessibility and usability, I conducted extensive research to refine the form structure and layout. Additionally, I facilitated two rounds of user interviews with different groups to validate the design approach and optimize the overall user experience.

CX Interviews

Before designing any of the pages, I conducted a series of Customer Experience interviews with five different users. The objective was to assess overall user satisfaction—not only with the Clearinghouse as a whole but also with existing Transcript Services products. Each 30-minute interview included a structured set of questions aimed at gathering key metrics to inform the design process.

• Net Promotor Score: 10/10

• Customer Satisfaction Score: 10/10

• Customer Effort Score: 8/10

The next phase of interviews included 16 participants, comprising both internal and external users. This research aimed to understand user preferences for interacting with longer forms while also evaluating their ability to navigate through the pages and complete a series of tasks seamlessly.

A key challenge I faced in this project was determining the most effective layout for the Transcript Ordering Profile. Internal users had long relied on a single-page form that required extensive scrolling, which presented usability issues from a UX perspective. To address this, I designed multiple layout options and tested them through user research. The findings revealed a divide—internal users favored the familiarity of the single-page design, while external users preferred a multi-page flow for better navigation. Ultimately, we adopted the multi-page approach to enhance the overall user experience.

Single Page Layout 

The final design of the Transcript Ordering Profile blended elements of both the single-page and multi-page layouts. Instead of using a stepper, I implemented a tabbed navigation system to segment the profile into distinct sections. This approach tested well, allowing users to navigate seamlessly and access different parts of the profile with ease.