Background
With teachers being a large customer base of Education.com, the customer service team received a lot of complaints about not being able to effectively manage students and their grade levels on the website.
My role: UX Designer
Supported by: Product Manager, Engineer.
Timeline: Spanned over 4 months due to unforeseen technical issues and changing company priorities
Goal
➡️ Reduce complaints to the customer service team
➡️ Improve experience for teachers to manage students and their grade levels on the website
Result
💁♀️Reduced complaints to the customer service team
⬆️Improved internal confidence in the teacher-facing experience
Learnings
When working with a new engineer, make sure they understand the high fidelity design to development handoff process clearly and maintain open lines of communication to reduce surprises
The importance of letting go when making tradeoffs due to timing and prioritization. It sometimes takes months to get the opportunity to iterate on the same feature. And that’s realistic and ok.
More to come!
The full case study is only available for presentation at the moment!
Contact me directly if you’d like me to talk about it before then.