Project Overview
impact
The Austin History Center faced challenges with its Reproduction Request form, which users found confusing and difficult to complete.I led the redesign of the Austin History Center’s Reproduction Request workflow, turning a manual, PDF-driven process into an adaptive digital webform. I drove process mapping, prototyping, A/B testing, and content optimization to improve usability and reduce staff workload.
96% form completion success with improved design.
Simplified content and form structure improved comprehension and user confidence.
Avg. completion time reduced by 43% (from 5:36 to 3:19).
Reduced labor manual processing time, freeing up two days per week.
the problem
The existing reproduction request process was a PDF-based, manual workflow that frustrated users and created inefficiencies for staff:
- Users abandoned the form due to legal complexity and poor guidance.
- Staff manually reentered requests, leading to data errors and time waste.
- No digital tracking existed for staff or users
- Complex fee structure and poor payment options created friction
my role
As Product Designer & Researcher, I led:
- Heuristic Analysis
- Stakeholder Interviews
- Process Mapping
- Prototype design & iteration
- A/B usability testing
- Accessibility & content simplification
- Direct prototype implementation in Drupal Webform
Understanding the Business & User Needs
Internal User Interview (Collections Manager)
To ground the design in both user needs and business constraints, I joined an in-depth interview with the Collections Manager, who handles ~40% of all reproduction requests weekly.
Key Problems
- Manual re-entry of form data → no automation
- No backend workflow tracking → staff rely on meetings/spreadsheets
- Insecure payment → credit cards handled by phone or in-person
- Customers found the reproduction order process confusing and time-consuming
- Sales tax collection for out-of-state customers is unclear
- Excessive staff workload due to lack of form clarity
Business & UX Goals:
- Simplify and digitize the request process
- Simplify the form layout and language for better user comprehension
- Educate users on copyright responsibilities without overburdening staff
- Reduce manual workload for staff by implementing backend workflow management
- Introduce tiered pricing for fair and transparent fee structures.
- Ensure accessibility compliance with USWDS guidelines.
- Implement secure payment options (future vision)
Design Process
Heuristic Evaluation of Initial Draft
Before prototyping, I conducted an early heuristic analysis of the engineer’s initial webform draft — guided by both industry heuristics and UX form best practices.
Key Usability Issues Identified:
- Repetitive questions led to user confusion → content needed consolidation
- No field masking → phone fields lacked format guidance
- Visual hierarchy was weak — grouping titles didn’t stand out
- Error prevention unclear → needed emphasis on required vs. optional fields
- Accessibility gaps → color contrast failed WCAG compliance
- Autofill not supported → reduced efficiency for repeat users
- No progress bar — all users saw all fields.
- 2-column layout caused zigzag scanning and poor mobile responsiveness
- Terms & Conditions shown too early → triggered user anxiety.
- Form lacked adaptive logic — multi-item requests were not supported.
Result: These findings directly informed my Figma prototype structure and Drupal Webform build — ensuring the next iteration addressed usability, accessibility, and mobile responsiveness from the start.
Mapping the Process
I created a current state process flow to document the full order lifecycle:
- User Interaction → User submission → Internal Processing → Delivery
- Identify opportunities to streamline both user and staff workflows
Problem statement
How might we simplify the reproduction request process to make it more intuitive, efficient, and accessible for users while reducing the manual workload for staff?
Prototyping & Content Design
Goals
- Shift from static form to adaptive, user-friendly experience
- Simplify content while maintaining legal compliance
- Support multi-item requests with clear UI
- Reduce form friction and guide users confidently through submission
Prototype Design Approach:
- Created wireframes and high-fidelity prototypes in Figma
- Grouped form sections logically (Personal Information, Request Details, Payment)
- Iteratively refined content and flow based on feedback from staff and legal
- Shifted prototype into Drupal Webform, using YAML + conditional logic to build the adaptive form
- Applied USWDS content guidelines for plain language legal content
- Designed progressive steps with preview/review before submission
Testing & Results
A/B Usability Testing
Tested two form versions to validate the most intuitive question order, content clarity, and identify any points of confusion:
- Version A: Usage Details section asked first
- Version B: Reproduction Type section asked first
Participants:
- Users familiar with prior PDF form
- Mix of staff testers and external library users
Testing Tasks:
Participants were asked to complete a realistic application, submitting requests they typically make based on the following scenarios and paths:
- Scenario 1: Personal/Research Only + Image Request
- Scenario 2: For-Profit Publication + Image Request + Permissions
- Scenario 3: Government Entity or 501(c)(3) Org + Image Request
- Scenario 4: City of Austin Department Employee + Image Request + Permissions
Testing Goals:
- Validate ease of navigating complex, conditional form paths
- Ensure users could complete multi-step flows without errors or confusion
- Determine the most intuitive question order
- Evaluate whether moving legal language to confirmation step improved trust and flow
Key results
The key metrics I focused on were task completion rates, error identification, time completion, and overall user satisfaction.
| Metric |
Version A |
Version B |
| Completion Success Rate |
94% |
96% |
| Avg Time to Complete |
5:36 |
3:19 |
| Required Fields Overlooked |
Multiple |
Fewer |
| User Satisfaction (1-10) |
9.0 avg |
8.5 avg |
KEY INSIGHT
- Version B aligned better with user mental models
- Progressive disclosure reduced cognitive load
- Moving legal content to confirmation improved trust and flow
- Users understood language in context to reproductions
User Quote:
"This was so much easier than the PDF — I knew what I was supposed to do and what would happen next."
Key Iterations
- Improved language in Usage Details section
- Clarified Payment Preferences and Review steps
- Enhanced visual cues in repeatable sections
- Added clearer button labeling ("Review & Submit")
Takeaways
Process Alignment is Critical → Understanding internal workflows and business constraints shaped a more usable product
Prototype in the Right Tool → Designing directly in Drupal allowed rapid iteration without dev bottlenecks
Accessibility and Content Matter → Plain language + progressive disclosure dramatically improved user trust and task success
Test Early and Often → A/B testing validated flow decisions that directly improved form usability
Next Steps
Implement final version once tech stack is confirmed (Drupal prototype ready)
Conduct final usability testing post-implementation
Implement secure payment options in partnership with business/IT
Enable confirmation email + order history for users
Translate form into Spanish for accessibility
final thought
Government forms can either frustrate or empower users. Through close collaboration, user-centered design, and iterative testing, we transformed AHC’s reproduction request experience — improving both public access and internal efficiency.
