Problem: Low advisor engagement with students.

Goal: Increase interactions by 40% using an online platform.

Outcome: The proposal included ROI projections and user demand data, resulting in $250K system funding approval.

Actor: Enrolled student

Steps: Log in → Upload documents → Submit appeal → Track status

Outcome: Reduced manual processing time by 50% and improved user satisfaction.

Age: 34

Background: Working full-time, pursuing a 2-year degree

Needs: Mobile-first design, evening support hours, clear steps for registration

Design Outcome: Chatbot and mobile app prioritized to serve adult learners like Maria

Use Case: New hire completes forms online and schedules orientation via portal

Business Goal: Eliminate paper processes and reduce onboarding time by 60%

Result: Approved for rollout across all campuses due to clear productivity gains

Persona: Darnell, age 18, first-generation college student

Use Case: Darnell logs in, views missing items, schedules meeting with financial aid advisor

Design Outcome: System now includes video walkthroughs, appointment booking, and simplified forms

Scenario: The Contracts Office wants to route student internship agreements for digital signature directly from Salesforce CRM.

Use Case Steps:

1. Administrator installs the Adobe Sign package from Salesforce AppExchange.
2. User clicks "Send for Signature" from the Salesforce Account record.
3. The preconfigured Adobe Sign template loads with student and supervisor names auto-filled from Salesforce fields.
4. Recipient receives a secure email and signs the document electronically.
5. Status and signed copy are synced back to the Salesforce record in real time.

Outcome:

• Cut manual processing time by 75%
• Audit trail maintained inside Salesforce
• Improved compliance and reduced signature delays

Technology Used: Adobe Acrobat Sign, Salesforce Lightning, Custom Button with Template Mapping