Overview


Identified usability issues in tech guides and proposed a redesign, creating 120+ user guides.

Expanded accessibility resources for Barnard College, Columbia University--simplifying improving communication, reducing front-line support calls, and relieving tech anxiety.

Role

AV Technician, Product Design

Timeline

10 months

Challenges

Attention to the tiniest details

I tested equipment across the entire university to curate precise documentation, but slight variations between rooms meant endless revisions. I triple checked every room to ensure every guide was accurate, and continued to update throughout campus renovations.

Testimonials

Problem

68% of faculty and students struggle to operate classroom technology, especially in older buildings with outdated equipment and limited budgets, leading to frequent user errors and damages.

Research & Persona

Easing tech anxiety

Help desk data revealed that a dozen calls per day at the start of each semester—85% due to user error—dropped to only a few per week later on, showing that most issues stemmed from initial setup confusion rather than ongoing technical failures.

Usability Testing

Targeted feedback and precision language

Out of 5 interviews with coworkers, managers, and faculty, I collected specific feedback that coincided with specific problems within each unique room, and made adjustments to common issues pertaining to each unique room.

After creating the guides I found a minor issue to improve upon, which was adjusting the wording to distinguish between interfaces (for example, saying “press” for buttons, “tap” for touchscreens), ensuring clarity and consistency. Although tedious that I had to redo 100+ guides, and seemingly minor, I felt that this change was essential to prevent confusion for users and reduce future help calls.

Deliverables

Impact

Revamping the classroom tech experience

Reduced help calls by 23%, administered setup and rigging of in-person, hybrid, remote, live, and recorded production workflows using Zoom for over 300+ campus events, conferences, and lectures