Project scope



An app within an app, Qooco iFlip is a communication platform to match our learners with

  • native-speaking tutors they have never met before
  • local coaches they might know from Qooco learning centers

via video-chatting technologies.


Such platform clearly faces unique design challenges, as 'anytime, anywhere' principle no longer applies.



Challenges



1️⃣⠀Establish end-users and understand their user-journey within the app


2️⃣⠀Embrace the value of each minute. Prioritize error-prevention over error-handling


3️⃣⠀Understand the limitations of existing technology and find solutions to get around them


4️⃣⠀Introduce a UI capable of giving the participants everything they need right on the spot




The starting point



Step 1





For this project, we cooperated with established online tutoring provider. This meant I could take advantage of the data accumulated by the customer support, development and business teams. This is what I've learnt after series of kick-off interviews.


1️⃣⠀Customer support. Learners frequently waste precious chatting time on microphone and video set up. Sometimes they forget they have a lesson in the first place.

2️⃣⠀Business. We want to encourage our students to rate their experience, so we could increase the quality of our services.

3️⃣⠀Development. We are integrating existing online tutoring platform. Our mobile app does not need to cover the tutor / coach side of things.


Once again, building strong communication channel in the beginning saved a lot of trouble along the way.




Personas



Step 2



Kick-off meetings have revealed we need to focus our designs on two primary personas: the student and the parent. In initial launch, we do not intend to handle coach and tutor side of things within the app.



PRIMARY PERSONA





Goals


•⠀Be on top of her class in school next year

•⠀Make a lot of friends

•⠀Learn English to impress bilingual friends


Pain points


•⠀Gets bored doing same thing over and over again

•⠀Gets distracted

•⠀Worries about making mistakes in front of her friends



PRIMARY PERSONA





Goals


•⠀Prepare Meihui to work hard and do well in schoo

•⠀Excel at work while giving family what they need

•⠀Learn enough English to help Meihui with her grade


Pain points

•⠀Work-life balance

•⠀Afraid to push Meihui too hard

•⠀Does not want to waste time on inefficient learning



SECONDARY PERSONA





Goals


•⠀Give his students the confidence and skills to master a new language

•⠀Work with the developers to improve the platform based on his experience

•⠀Support his colleagues and share what he learns so they can all serve their students better


Pain points


•⠀Scheduling lessons across time zones

•⠀Not easy to give feedback to those, building the platform

•⠀Difficult to tell how well his students are doing between lessons



SECONDARY PERSONA





Goals


•⠀Make personal connection with the student she coaches

•⠀Minimize the frustrations her students may feel while they learn

•⠀Refine her English teaching methods

•⠀Ignite a passion for language in children


Pain points


•⠀Unsure of what kind of teaching career she wants to pursue

•⠀Increasing workload at school

•⠀Punctuality of her students



User journey



Step 3



Via this chart we listed the issues we previously revealed, as well as defined the possible solutions to address them in the short- and long-run.



Notifications





After reviewing the pain points, we concluded a major part of them could be addressed by a comprehensive notification system. This is a sneak-peak to some of the solutions we have implemented.



Booking flow



In the same time we knew, that the best way to handle an error is to prevent it. By carefully decomposing complex booking flow into small steps, we made sure parents and students take their time when making a booking.



BOOKING MANAGEMENT



✅⠀arranges bookings chronologically

✅⠀prioritizes live lessons

✅⠀lists recent topic for quicker booking​



TOPIC SELECTION



✅⠀Uses familiar layouts and thumbnalis

✅⠀Quick search for easier exploration



AFTER - EXERCISE PICKER



✅⠀clearly represents available / unavailable dates

✅⠀organized as a calendar for easier time management​



TIME PICKER



✅⠀starts at afternoon to avoid AM / PM confusion

✅⠀lists only the time slots that are available

✅⠀introduces easy-to-interact spinner



BOOKING CONFIRMATION



✅⠀summarizes booking details in one glance

✅⠀intuitive 'go-back-to-edit' navigation



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