- Shipped · 2021
- UX Researcher · UX/UI Designer
- EdTech
- CRM
- Figma
Building a lesson substitution feature
A substitution booking flow for an English language school’s CRM. Research, design, and usability testing that turned a manual process into a smoother experience and boosted NPS.
TL;DR
- Background
- Project 12 is an innovative English school for adults where the learners can study online with a flexible schedule. The school has its own CRM system and LMS (Learning Management System) — an educational platform with an interactive book, teachers’ and students’ accounts. CRM has features for scheduling, preparing for and conducting lessons for teachers.
- Problem
- We received complaints that customers were not satisfied with the quality of the substituted lessons (conducted by the teachers who replace a regular teacher when sick or on vacation). At the same time, there was no established workflow for managing substitutions.
- Approach
- I conducted an exploratory research project to uncover stakeholders’ and customers’ pain points regarding substitution of online classes and identify their needs to create a potential solution. From there I ran ideation with the product owner, prototyped the flow, and did usability testing.
- Outcome
- Simplified the process of managing and keeping track of substitutions that led to 80% of substituted lessons taken over by teachers without scheduling managers’ involvement. As a result, customer satisfaction surveys conducted three months after the feature’s launch showed a 6-point increase in the company’s NPS.
- Role & responsibilities
- UX Researcher & UX/UI Designer
- Team
- Product Owner, UX Researcher & UX Designer, Customer Relations Managers, external web development company
- Scope
- User interviews, user testing, design for desktop and mobile versions of CRM
Full case study coming soon. Meanwhile you can find it on Figma