Helping school districts create & manage digital forms & workflows

My role was primarily design, but since we had no researchers, or product managers, it encompassed much more than a traditional design role. I worked directly with engineering, did frontend development for a few projects, led research, and contributed significantly to strategy and planning.

People often refer to this as wearing many hats, but I think of it as wearing one large hat. All parts were integral to designing a valuable product, and improving as a designer.

An unsustainable business model was limiting our ability to expand to new districts. Our customer success managers were devoting too much time to each district they worked with. In addition to hiring, we needed to create tools and features to support customer success managers, and make the product easier to use so districts could do more on their own.

Through district admin trainings, and escalations from support, we learned that administrators were having trouble understanding how the different aspects of a form fit together. This significantly limited what they could do on their own on our platform. As a result, they were contacting their customer success manager for things we would ideally like them to do on their own.

How do we create a navigation system which allows people to quickly get to where they need, and reinforece a simple mental model for the elements of a form?

This greatly impacted district's comfort operating InformedK12. I left shortly after this launched but the navigation has remained unchanged since then.