UX Redesign

SAI International School UX Case Study: Simplifying the Admissions Journey

Transforming a confusing, lengthy form into a clear, multi-step process that builds user confidence.

A visual representation of a simplified, multi-step online form on a desktop screen.

Impact by the Numbers

By reducing cognitive load and clarifying the path forward, we saw immediate improvements in form completion rates and user feedback.

Form Completion Rate

+85%

Support Tickets for 'Process Confusion'

70% ↓

Time to Form Submission

40% ↑

User Confidence Score

2.5 Pts ↑

About the Client

Our Client at a Glance

SAI International School

A top-tier educational institution facing high drop-off rates on a critical conversion path: the online application form.

Project Scope

Admissions UX Redesign. The challenge was to transform a single, overwhelming form into an intuitive, multi-step wizard, while clarifying the post-submission journey.

The Roadblocks to Enrollment

Complex Form

The admission form was presented as one long page, causing 'form fatigue' and high abandonment rates before submission.

Drop-off Rate (First Page)

55%

Post-Submission Confusion

The main pain point identified through research: users were confused about the steps after filling the form (interviews, documents, follow-up).

Support Inquiries (Post-Submit)

High

Lack of Process Visibility

No visual indicator or textual guide existed to explain the overall admissions lifecycle.

Process Clarity Score

Low

The Client’s Vision: Clarity and Guidance

A progress bar showing a user on step 2 of 4 of a process.

Reduce Form Anxiety

Break down the application into manageable chunks to make the task feel less daunting and increase completion rates.

Clarify the Entire Journey

Provide a simple, step-by-step map of the entire admissions process, not just the online form submission.

Build User Confidence

Use guiding UX copy and predictable design to assure users that they are on the right track at all times.

Our Solutions

Structured Guidance at Every Step

Multi-Step Form Implementation

Replaced the monolithic form with a series of smaller, focused pages. This design leverages the Zeigarnik effect to encourage completion by showing progress.

Visible Progress and Guiding Copy

Added a top-of-page progress bar and used concise, encouraging UX copy at the start of each step (e.g., 'You're halfway there!').

Clear 'What Happens Next' Flow

Crucially, a dedicated, visually distinct section was added to transparently outline all steps following the form submission, eliminating the anxiety of the unknown.

In-Line Help and Tooltips

Added contextual help text and instructional microcopy next to complex fields to prevent hesitation and reduce input errors.

Project Visuals

Behind the Transformation

Key Takeaways

Main Learnings & Highlights

Manageable Chunks Boost Completion

Splitting a large task into smaller, labeled steps significantly reduces perceived effort. It's a key tactic for increasing completion rates on high-friction activities like application forms.

The Post-Task Journey is Just as Critical

The research proved that user anxiety often peaks after the primary interaction (form submission). Clarifying the subsequent steps is essential UX design for managing expectations and reducing support load.

User Research Finds the Hidden Problem

Focusing solely on the form itself would have missed the primary pain point. User research was crucial in revealing the true source of confusion lay in the lack of process transparency.

Limitations That Guided The Process

Project Timeline

The project carried a firm deadline, pushing the team to stay aligned and deliver on time.

Time taken

125 Hrs

Phase 1

Initial planning and research took place, establishing the framework for the project.

Time taken

50 Hrs

Phase 2

Development and implementation, where the core features were built and tested.

Time taken

75 Hrs

Phase 3

Final review and adjustments, ensuring everything met the quality standards before the launch.

Time taken

30 Hrs