removing the friction of tutoring

Tutor Banner.png
 

Background

Employer
Tutoring Startup, Varsity Tutors

Project Length
4 weeks

 
 

The Team

  • UX Designer (myself), Product Manager, and a Software Engineer

Personal Contribution

  • Generative User Research: stakeholder interviews, subject matter expert interviews, competitive and analogous research

  • Evaluative User Research: heuristic review, usability testing

  • Synthesis: Insights, opportunities & design implications

  • Design: iterative sketches, low and high fidelity wireframes, additional patterns for our design system

  • Implementation: collaborated with product manger and engineer to implement

Deliverables

  • Findings & recommendations document

  • Low & high fidelity wireframes

  • Interactive prototype

 

 

First time visit - Example findings

(see before photo below)
In our current experience, tutors begin their experience on our site in a state of error/terror. Specific violations include:

  1. Instructions that are neither human nor welcoming.
  2. A lot of red text and icons indicate all that is wrong.
  3. No links to help you find where to input your profile info.
  4. Is not mobile-friendly much less mobile-first
 
 

solution

(see after photo below)
An on-boarding walk-through that:

  1. Uses witty, warm language
  2. Is visually harmonious and upbeat
  3. Shows your progress
  4. Guides you through sequential steps
  5. Explains why you are being asked to do each step and if applicable, how you will benefit

 

 
First Time Tutor Visit: (Before) Non-responsive web view and (After) Responsive web view in new design language

First Time Tutor Visit: (Before) Non-responsive web view and (After) Responsive web view in new design language

 

 

invoicing - findings

(see before photo below)
Invoicing for past sessions is a very difficult task. To invoice for a session, tutors must toggle between their calendar and their invoice history to figure out which session(s) they have not yet invoiced.

 
 

Good solution

(see after photo below)
Provide one-click, un-invoiced session summaries via email and on the tutor home screen. Surface the dollar amount of the invoice to inspire action. 

 
 

better solution

Push notifications for un-invoiced sessions with one-tap native app invoicing and voice compatible note taking. 

 
 

After

before

 
Before: Desktop view of the first step of invoicing. There is no indication that you have un-invoiced sessions and no easy way to find them.

Before: Desktop view of the first step of invoicing. There is no indication that you have un-invoiced sessions and no easy way to find them.

After: Tablet view of un-invoiced session summary. One-click to initiate invoice.

After: Tablet view of un-invoiced session summary. One-click to initiate invoice.

 

 

updating availability - findings

(see before photo below)
Tutors are neither incentivized nor reminded to update their availability. Locating the place to update their availability is not intuitive nor memorable as it is a task usually done 1-3 times a year.
 

 
 

Solutions

(see after photo below)

  • Surface tutors availability summary on their home screen and in other contextually relevant places such as on opportunity detail screens.
  • Improve access to updating availability by providing contextual links and by creating a logical place for the interaction to live.
  • Measure the time since the last time the tutor updated their availability and prompt them to update it at logical intervals (at the start of a new semester or school year).
  • Explain why updating their availability helps them run their business better.
 
 

before

after

 
Before: Viewing and editing availability in iOS app

Before: Viewing and editing availability in iOS app

After: Viewing and editing availability in iOS app

After: Viewing and editing availability in iOS app