PROJECT
Improving the Registration Experience for CSUN
Project Type: Academic / UX Case Study
Team Project: California State University, Northridge
Role: UX Designer
Tools: Figma, Google Survey, ChatGPT
Timeline: 2 weeks
Goal: Improve CSUN'S online class registration process
As part of a redesign initiative for California State University Northridge(CSUN) website, this project addressed the question:
“How might we create a better registration process for CSUN users?”
MY ROLE:
I led the UX design process from research to early UI collaboration.
My responsibilities included:
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Conducted qualitative and quantitative user research
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Created personas, empathy maps, and user journey storyboards
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Designed site map and user flow to inform future wireframes
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Developed hypothesis and problem statement based on user insights
In addition, I developed user research strategies, conducted interviews, and collected data on the current registration experience.
**NOTE** Final UI design and prototyping were completed by other team members.
MY PROCESS:
Data Synthesis:
Translated research insights into key pain points, user needs, and opportunities.
Storyboard & User Flow Creation:
Visualized user journeys to align the team on solutions and streamline the user experience.
User Flow:
Developed a detailed user flow based on research insights to optimize the experience and inform future UI design.
A Research Driven UX Process
From User Insights to Storytelling and user Flow Design for Class registration
RESEARCH OVERVIEW:
Qualitative, Quantitative, Results
To redesign the CSUN class registration experience, I conducted both quantitative surveys and qualitative research—including interviews, contextual inquiry, and observation—to identify key user pain points and opportunities.
Qualitative Insights:
I observed students performing registration tasks and conducted interviews to gather deeper insights. Many struggled with finding the FAFSA section, locating advisors, or remembering the correct steps to enroll in classes. Users preferred desktop devices for better visibility and suggested merging related steps (e.g., “Find Classes” and “Enroll”) to reduce confusion.
Quantitative Insights:
A survey completed by 30+ students revealed that navigating FAFSA steps, locating advisors, and using the CSUN website were the most challenging parts of registration. Over 50% found the site difficult to use, and 30% reported issues even with class enrollment. Students expressed a preference for clear visuals, videos, and simplified access to support resources.
Key Takeaways:
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Add a prominent “Registration” button in the main menu.
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Include videos or visual aids to support FAFSA and enrollment steps.
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Create advisor-specific pages for easy appointment scheduling.
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Streamline navigation by combining related registration actions.
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Provide clearer, more accessible loan and financial aid information.
DATA SYNTHESIS:
Personas and Sympathy Map
PERSONAS:
To better understand the student experience with CSUN’s registration process, I developed two personas—Sera, a first-year transfer student navigating academic systems for the first time, and Kevin, a returning STEM student seeking efficiency. Both reflect diverse needs and frustrations, from difficulty accessing advisors and FAFSA steps to a lack of clear, centralized navigation.
SYMPAHY MAP:
Using empathy tools like a sympathy map, I captured user emotions such as anxiety, confusion, and information overload. This research informed my problem statement and hypothesis, focusing on creating a more intuitive, consolidated, and supportive registration flow tailored to students’ real-life struggles.
One key example is Sera, a first-year transfer student navigating unfamiliar digital systems. She says things like “Where do I start?” and “Does CSUN provide mentors?”—reflecting her confusion and need for guidance. She thinks “Why is this so hard?” and “What is best for me?”—indicating growing anxiety. In response, she checks the website or asks friends for help but often feels overwhelmed, anxious, and afraid of making mistakes.
These insights aligned with quantitative data, which showed that over 50% of students struggled with FAFSA steps and CSUN’s navigation. Together, these findings formed the foundation for a clearer, more intuitive registration interface that prioritizes visual guidance, mentorship access, and emotional ease for students at all levels.
THE STORY BOARD
This storyboard visualizes the journey of a new transfer student struggling with CSUN’s registration system. It highlights key pain points like unclear navigation, limited advisor access, and confusion around FAFSA and class selection. The story helped guide design decisions toward a more intuitive, supportive, and centralized registration experience
USER FLOW
This storyboard visualizes the journey of a new transfer student struggling with CSUN’s registration system. It highlights key pain points like unclear navigation, limited advisor access, and confusion around FAFSA and class selection. The story helped guide design decisions toward a more intuitive, supportive, and centralized registration experience
