Improving UWF's LSI & CTLT Intake Process

Project Overview

Client: University of West Florida — Learning Science Institute (LSI) & Center for Teaching, Learning, and Technology (CTLT)

Role: Instructional Designer / Performance Consultant

Tools Used: JIRA (Cloud), Miro, Google Forms, Mindmeister, Canvas, Premier Pro, ThingLink

Audience: Faculty members and academic support staff across UWF
Goal: Redesign the intake process for instructional support and technology requests, ensuring efficient triaging, assignment, and visibility of tasks

Objectives

This proposal document outlines the redesigned intake workflow using JIRA for the Learning Science Institute (LSI) and CTLT at UWF. It was developed to replace the previous Google Form system with a dynamic, trackable intake process that streamlines faculty requests for instructional support and technology tools. The document includes step-by-step logic for routing requests, role-based actions, and visibility features designed to reduce delays and increase transparency. It serves as a foundational reference for the JIRA form implementation and supports the broader project goal of creating a scalable, faculty-centered support system.

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Design and Development Process

Discovery

Conducted analysis of the current intake system (email chains, siloed tracking)
Facilitated stakeholder conversations to identify gaps in clarity, accountability, and routing
Analyzed faculty feedback and CTLT workflows

Design

Created visual workflows using Mindmeister and Miro
Developed a JIRA-based request intake form with conditional logic and automation
Created a shared SOP and intake map that supports cross-team handoffs

Implementation & Testing

Conducted meetings with CTLT & LSI staff for changes and informed iterations

Provided documentation for faculty and internal job aids for triaging requests

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Outcomes & Impact

The redesigned intake process led to measurable improvements for both faculty and internal support teams. Key results include:

Reduced email volume and confusion by centralizing all requests in a JIRA-based form
Improved response time through automated triage and status updates
Enhanced visibility with shared dashboards to track requests across departments
Standardized workflows, making it easier for staff to route tasks consistently
Positive faculty feedback on the clarity, simplicity, and transparency of the new system
Created scalable documentation, including SOPs and visual process maps for future onboarding

Improving UWF's LSI & CTLT Intake Process

Project Overview

Objectives

Design and Development Process

Intro to ThingLink for Faculty

Project Presentation

Outcomes & Impact

The redesigned intake process led to measurable improvements for both faculty and internal support teams. Key results include:

Improving UWF's LSI & CTLT Intake Process

Project Overview

Objectives

Design and Development Process

Intro to ThingLink for Faculty

Project Presentation

Outcomes & Impact

The redesigned intake process led to measurable improvements for both faculty and internal support teams. Key results include:

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