CARLTON
DEVEREAUX
User Experience Designer
WHAT
World Tutors is a web platform that connects the user with a global tutoring team that is available in any time zone, 24 hours and 7 days a week. Tutors are available for all common academic subjects and in many languages. Most importantly, World Tutors can be accessed when the user needs the help, without requiring pre-scheduling.
WHY
After many focus groups, observations and general discussions with students from varying cultural backgrounds, I discovered that many students who have a keen interest to learn and excel lack academic resources at home. In many of my interactions, the parents and other family members are very supportive of their child's academic pursuit; however, they themselves may not have the level of education to be the optimal resource. Creating global synergy by connecting people from around the world who are inspired by helping others succeed academically led to the idea of World Tutors.
HOW
The user creates an account and is granted a profile page. The user then indicates the subjects for which they are seeking tutoring. A brief placement assessment for each subject is then administered by World Tutors to determine the level of support the user will require. Lastly, the user indicates their availability using a 3 hour block scheduling option provided by World Tutors.
World Tutors does the rest! The user is matched with vetted tutors who can offer the best support at the times requested by the user. The user and the tutor could be halfway around the world from one another.
The user can submit work they would like reviewed, or participate in a live chat to work through lessons together.
MY ROLE
For this project, I was responsible for:
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Branding
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User Experience Design (including testing, user-flow, and UI)
RESEARCH
USABILITY TESTING
I conducted usability testing to determine how to optimize the user experience.
The user tests were taken in various settings. It was determined that these user tests were better suited for
environments that provided little to no disruptions for approximately 30 minutes.
The resources I utilized in this design research to track user interaction include one laptop, a questionnaire
I developed, and over-the-shoulder observation. The only individuals present in the testing environment were the user and me, as the site's administrator.
Through this process, I was able to capture the user’s preferences, comments, satisfaction, and feedback.
GOAL
NOW
NEED
Create a platform that gives the user access to the resources he/she needs 24/7.
Users have access to generic content online; however, the uploaded videos and feedback is not immediate through email messaging. Content may not be specific to the level of support needed for the user.
Understand the current online tutoring process, identify gaps through research and testing. Develop a solution
based on these findings.
METHODS USED
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Recruited 5 participants for Data Gathering
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Used Likert scales for measuring
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Questionnaires
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Interviews using tailored questions
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Observations through Ethnographic studies
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Triangulations
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Data Analysis
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Presentation
GATHERING INFORMATION
Understanding the Goal and defining the Product
The process of design for this particular project had to begin with research. The concept of a mass scale global tutoring website started with a blue sky scenario. I researched what currently exists in the online learning space and how we use social media to engage in a connected cyber world.
I then began to sketch ideas for a logo that could tell the story of a world connected through online channels to support academic learning around the globe 24/7. This ideation process lead to the final name of this platform: World Tutors. The power of a connected planet (world) and resource most of need to learn and excel in today's world (tutoring).
How could something like this work?
During my research of existing online learning systems and tutoring sites, I quickly realized that they do not offer two things: 1) tailored support to the user's level of learning; 2) live help 24/7. In summary, these existing systems are just not personable. The user can access information, similar to being in a library. However, where is the librarian? Where is the person that educates and recommends articles or books to me based on their years of knowledge and my learning needs? This is what the system is currently missing. And, as a user of such systems, this is what I am missing.
Researching psychologist William Jame said, "The deepest principle of human nature is a craving to be appreciated."
A database cannot provide that; however, a tutor with a passion to see others succeed academically surely can.
CARD SORTING
USABILITY TESTING
The usability testing phase for me is one that is most enjoyable and inspirational. After all of the design research and sketching, I finally get to the phase of generating and evolving ideas to tell the story, whether that is the story of the product, client and/or process.
Prototyping allows me to take things one step further and see the ideas come to life.
Importance of User Testing in this Phase
At this stage, user testing and feedback comes back into play. Being able to objectively understand your product and how it can be improved or changed is critical. The critique and challenging feedback I receive helps me become a stronger designer each time.
In this project, selecting users that would provide objective and constructive feedback was priority. The feedback from the questionnaires was very helpful. For example; User 1 indicated, “I’m used to seeing the registration link on the home page”. I immediately addressed this issue, which was an oversight in the beta site.
The over-the-shoulder observations were invaluable. This process gave me time to think of additional features that could be added to the site by observing testers search for features that didn’t exist at that time. I also focused on observation of body movement and facial expressions to identify areas that required improvement to optimize the user experience.
RESEARCH
World Tutors conducted usability tests focused on interaction and UX functions for the new website.
Participants had access to the site before launch via a beta testing site. The purpose of the beta site was to test the information flow and architecture.
Five user testers were selected with varying proficiency for using online learning platforms.
The age range varied between 29-45.
Each testing session lasted 30 minutes.
User testing was completed over five consecutive days.
User testing identified the following findings.
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Navigation to sign in page can be improved.
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Sign up page shared the same build out design as billing information.
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Sign up access is needed from the home page for quicker access.
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Confirmation email regarding new account should be auto generated.
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Cleaner design for the profile page, and add edit option for the user bio.
This document contains the users' feedback, task ratings, and comments. It also includes
recommendations for improvements. Copies of the user questionnaires are also included in the
attachment section.
TESTERS
Testers included three males and two females, for a total of five testers.
Three participants were parents.
One parent had two male children over the age of 18.
Two parents had one child both under five years of age.
User 1
Gender: M
Age: 46
Occupation: Engineer
Children: 2
Children in college: 1
Children in Pre K-12: 0
User 2
Gender: M
Age: 41
Occupation: VP
Children: 1
Children in college: 0
Children in Pre K-12: 1
User 3
Gender: M
Age: 39
Occupation: Lab Tech
Children: 0
Children in college: 0
Children in Pre K-12: 0
User 4
Gender: F
Age: 41
Occupation: CEO
Children: 0
Children in college: 0
Children in Pre K-12: 0
User 5
Gender: F
Age: 41
Occupation: Mom
Children: 1
Children in college: 0
Children in Pre K-12: 1
RESULTS
All testers understood what the site was.
All testers indicated Task 1 could be easier (Creating an Account).
All testers commented that registering on the site was difficult and had to seek out additional information.
1 tester expected a confirmation email after registration.
Using a Likert scale between 1-5, with 5 being weak:
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Site navigation for sign up and billing = 3.5
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One tester noted navigation as 2
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Profile Page and Comments Section = 1 (40% testers); 2 (20% users); 3 (40% users)
Task Ratings
After completion of each task, testers rated the ease or difficulty of completing the task based on two considerations:
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It was easy to find my way to this information from the homepage.
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As I was searching for this information, I was able to keep track of where I was on the website through site navigation.
COPIES OF NOTES FROM USER TESTING
User studies resulted in feedback that was
used to further develop the design process.
I created a mock site for testing using bootstrap. This enabled me to play with responsive tools. Using Likert Scale, I conducted over-the-shoulder observations
as users tested the site. Collating the feedback and data, I then had the
necessary information to move forward.
BRANDING
World Tutors is an online community that connects students and educators around the globe. This platform is designed to enhance the learning opportunities and experience, regardless of geographic location and availability of academic resources in the home or community.
A user of any age and learning level will be able to access tailored and personalized resources to help them achieve their academic goals.
The World Tutors logo and branding is approachable and friendly. Our community is global, so our brand is universal in design.
After initial sketching, I created several variations of logos. Some variations were not acceptable because of
print size; even though they looked good large, they may not have been legible at print size.
BUILD TO COMPLETION
World Tutors has been prototyped, tested and built. After reviewing all of the user tests and feedback, and implementing necessary changes and new ideas, the site is ready for the optimal user experience. Additionally, with the branding and logo finalized, we are ready to launch!
World Tutors will continue to evolve and improve. After go-live, the platform is in the hands of hundreds of users. We will continue to monitor and make changes based on traffic and UX functions.
LO-FI AND HI-FI
MONTHLY PLANS
SUMMING IT ALL UP
The design process is a critical road map from start to finish. It is a series of steps that has been learned and implemented by design professionals, and is no different than a process oriented approach in any other scenario or field.
Good design process is a long road. However, the end result includes optimal user experience, excellent customer satisfaction and good functionality. The design process also provides a timeline and allows for celebration of key milestones.
For me, this process is ever evolving. A good designer will be comfortable replacing his/her own steps with more efficient steps provided by a team member, learned through design research or by personal experiences. This will, in turn, make the design process more efficient every time.
INTERACTION DESIGN UX RESEARCH STUDY
