UX Research Study:
Your School Picture

Digitizing the age-old school picture day process.

Main image displaying a mobile device w/ an animated screen of Your School Picture logo

Project Overview:

“In 2018, I was inspired to transform the traditional school picture day process by moving the outdated, archaic system online. I dedicated over two years to researching and developing a live prototype that ultimately served more than 5,000 families across Los Angeles public schools, from preschool to middle school. When the COVID-19 pandemic hit, it paused our progress, but significant insights were gained from the prototype phase.”

My Role: Lead UX Research + Service Designer

Deliverables: UX Research, Journey Mapping, Persona Development, Service Blueprint, End-to-end Process Prototype

Duration: 2 years and 3 months

Project Specs: Adobe CC, Excel, Shootproof, Smart Shooter, CMS/Wix

Problems with the Current Paper-Based Process:

  • Inefficiency: Manual form-filling is time-consuming and increases administrative burden.

  • Environmental Impact: High paper usage contributes to waste.

  • Resource Waste: Involves excessive use of ink, energy, and fuel.

  • Error-Prone: Susceptible to human error and physical damage.

  • Limited Accessibility: Challenges in updating forms and accommodating disabilities.

  • High Costs: Significant expenses in printing and distribution.

Anticipated Benefits of Digitization:

  • Increased Efficiency: Simplifies submissions and reduces administrative workload.

  • Environmental Sustainability: Reduces paper use and waste.

  • Improved Accuracy and Security: Minimizes entry errors and enhances data protection.

  • Enhanced Accessibility: Facilitates updates and supports accessibility technologies.

  • Cost Reduction: Decreases long-term expenses related to physical form management.

  • Better Data Management: Allows for effective data utilization and analytics.

  • Aesthetic image representing a school administrator

    “Picture days are so disruptive. It's not just THAT one day the photographers are here. The disruption lasts for 2 months minimum!”

    - School Administrator

  • A mother helping her son with school work

    “I don't like to send payment in those pre-pay envelopes they provide because I'm scared that my child will lose it or forget to hand it back to the teacher”

    - Parent

  • An image of a camera to represent school photographers

    “We need a much simpler, more efficient process because this is all too much work with so much room for error at every phase.”

    - Photographer

Research goals:

  • Identify User Pain Points: To simplify the digital form-filling process based on user frustrations with the paper system.

  • Evaluate System Limitations: To develop a robust digital system that integrates seamlessly with existing technologies.

  • Understand User Workflows: To eliminate unnecessary steps and automate processes to enhance efficiency.

  • Explore Environmental Impact: To promote the digital solution as a sustainable option.

  • Determine Business and Economic Impacts: To create a cost-effective digital solution that optimizes operational costs and ROI.

Demo emails sent to parents to let them know their child's school pictures are ready

paper vs digital

  • Customer's journey representing the digital school picture day process

    Digital process

    User Scenario: Parent
    Assumption: family gets photos back but there are problems with the photo order

  • Customer's journey representing the traditional paper school picture day process

    Traditional paper process

    User Scenario: Parent
    Assumption: family gets photos back but there are problems with the photo order

service blueprint

  • Image of a service blueprint for a digital school picture day

    end-to-end process for a digital school picture day

Key Performance Indicators (KPIs):

  • User Engagement: Completion rate, average time on task, session length.

  • Usability: Error rate, help queries.

  • Adoption and Retention: Transition metrics from paper to digital.

  • Feedback and Satisfaction: Net Promoter Score, user feedback.

  • Conversion Metrics: Rate of completing desired actions.

Although comprehensive year-by-year comparisons were planned, the pandemic limited our ability to measure these KPIs fully. However, initial results showed promising improvements in revenue per family, with the digital system earning significantly more than the traditional paper process:

Per sales average: digital process vs traditional paper process

National avg. per sale w/ traditional paper process $25 - Source: Chris Wunder, PortraitEFX Franchises

Challenges & Reflection

  • Technical Challenges: Ensuring identity continuity required custom solutions, testing our adaptability and blending user-centric design with technical constraints.

  • Digital Divide: Built for accessibility across platforms, with low-tech options for inclusivity.

  • User Resistance: Older parents and admins resisted the digital shift, while younger users embraced it, reflecting differing comfort with technology.

  • Print flyers to address the digital divide

    To help address the digital divide we attempted use of text messaging.

  • Simple 3-step instruction on how to use the digital app

    To boost adoption and ease tech resistance, we provided simple, step-by-step instructions in all marketing materials.

Personal Reflection:

The shift to digital school photography is essential for sustainability, reducing errors and environmental impact. While innovations streamline operations, they challenge nostalgic traditions. Although the study was incomplete, it revealed how smaller sectors are often overlooked, emphasizing the need for inclusive technology. This project reinforced my belief in embracing digital solutions while thoughtfully preserving valued traditions during the transition.