The Challenge
Houghton Mifflin Harcourt is a global learning company that publishes textbooks and other educational materials for grades Pre K-12. Their platform for renewing print subscriptions lacked a way for institutional users such as school teachers and principals to easily understand details of their textbook subscriptions and proactively track orders, which made for a frustrating experience.

The Approach
We worked with the HMH team to create a more holistic and seamless user experience. Through research, we conducted workshops with key stakeholders, user interviews, and usability testing on in-progress concepts to support an iterative design process in creating a product that would:

• Allow customers to access print subscriptions and track orders in one place

• Surface up relevant and key information during the annual print subscription renewal process

• Help customers manage orders

• Address varying levels of administrative access

• Adhere to complex business requirements

In a collaborative design effort, I led design on the Order Tracking, User Management, and Profile Settings workflows while another team member owned Subscription Management. Together, we created a responsive framework addressing ~26 different use cases. Although the website acts as a standalone experience, it can also be accessed from the greater HMH ecosystem. The final product is only the beginning stage of a huge improvement in communication and will continue to evolve and adapt to better serve HMH customers long-term.