UW Childcare Finder 

Creating Clarity in Decision-Making Process

This project highlights my ability to transform complex decision processes into intuitive digital experiences—a core skill for any product that helps users navigate choices and complete transactions.

Client: University of Washington / Haggard Childcare Resources
Role: UX Design & Researcher
Timeline: 12 weeks, completed 2023

Impact: Reduced non-critical support calls by 45%

The Challenge

The University of Washington Childcare Resource Finder needed a complete overhaul to better serve the university community. Critical issues included:

  • Outdated website failed to showcase the unique character of individual schools

  • Generic presentation made UW centers appear similar to corporate daycares

  • Complex application process was difficult to understand and navigate

  • Three schools were entirely absent from the resource finder

  • Parents struggled to differentiate between centers and identify best matches

  • Support staff overwhelmed with basic questions that could be answered online

These problems led to confusion for parents, unnecessary support calls, and misconceptions about the quality and character of UW's distinctive Montessori-influenced childcare options.

 Initial homepage & topic page

Discovery

Implemented a comprehensive research approach using multiple methods:

  • Director Interviews: Met with the childcare program director to understand organizational goals

  • Site Visits: Toured different schools to experience their unique environments firsthand

  • Parent Surveys: Collected feedback from 30 current and prospective parents about information needs

  • Card Sorting: Conducted sessions with 12 parents using OptimalSort to understand how they categorize childcare information

  • Stakeholder Interviews: Spoke with staff from each school to identify unique features

  • Support Call Analysis: Reviewed common questions to identify information gaps

Research revealed each school had a distinctive personality—from community-focused downtown programs to nature-based lakeside activities—that wasn't being effectively communicated. The application process was necessarily complex due to university requirements but was presented in an overwhelming way.

Site visit of one of the schools, card sorting results, existing complex IA

Process

Followed a structured design process using Figma for design and prototyping

Information Architecture Redesign

  • Created new organizational scheme highlighting each school's unique identity

  • Developed consistent format for essential information while allowing customization

  • Simplified navigation to help parents quickly find decision-critical information

School Identity Development

  • Worked with each school's director to articulate their unique Montessori-influenced approach

  • Coordinated photography sessions to capture distinctive character of each location

  • Created content frameworks balancing consistency with uniqueness

Design System Creation

  • Developed complete design system focused on Montessori vibes with warm tones, organic shapes, and thoughtful iconography

  • Created guidelines for photography usage with proper permissions for children's images

  • Established visual language that differentiated UW centers from corporate daycare brands

Application Process Simplification

  • Mapped current application journey and identified pain points

  • Developed step-by-step walkthrough clarifying the complex process

  • Created contextual help for challenging steps

Prototyping

Low fidelity wireframes

High fidelity mockups

The Solution

The redesigned Resource Finder delivered a transformed experience:

  • Unique School Profiles: Created distinct presentations highlighting each school's Montessori-influenced approaches and environments

  • Simplified Application Walkthrough: Developed clear, step-by-step guide breaking complex requirements into manageable stages

  • Comprehensive School Coverage: Ensured all schools, including three previously missing, were properly represented

  • Location-Based Features: Highlighted special characteristics (downtown community events, lakeside outdoor activities)

  • Educational Focus: Emphasized Montessori principles adapted to each unique environment rather than generic daycare messaging

  • Visual Storytelling: Integrated photography capturing unique environments with proper permissions

  • Priority Information Hierarchy: Restructured content ensuring important decision factors were immediately accessible

Current home page & simplified IA

Impact

The redesigned Resource Finder achieved significant results:

  • 45% reduction in non-critical support calls, freeing staff for complex parent needs

  • 34% increase in properly completed applications year-over-year (from 127 to 170 complete applications)

  • 28% improvement in application completion rates through simplified process navigation

  • Expanded visibility for all schools, including three previously missing from platform

  • Enhanced perception of UW childcare, successfully differentiating from corporate options

  • More accurate parent expectations when visiting schools after using resource finder

Current about us page

Collaboration

Project success depended on effective collaboration with multiple stakeholders:

  • Program Director Partnership: Aligned solution with organizational goals and Montessori educational philosophy

  • School Director Engagement: Collaborated with each school's leadership to capture their unique approach

  • Parent Feedback Integration: Incorporated insights from surveys and card sorting throughout design process

  • Support Staff Consultation: Engaged frontline staff to understand common questions and information needs

  • Content Coordination: Partnered with educators to develop messaging that accurately represented Montessori principles

Design system for Haggard Childcare Resources
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