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itutor

itutor (Ideal tutor) is an online tutoring responsive website that assists users to book online tutors quickly via webinars, and taking one-to-one online lessons through the site with just a few clicks.

The problem

The goal

For who?

Learners feel overwhelmed with booking a tutor when going through hundreds of teacher profiles and reviews even after filters or recommendations. They have to spend money and time to find the best match for themselves. Therefore they feel frustrated.

Provide an easy-to-use platform to increase the chances for users to find the best matching tutor, shorten the screening tutors' time, save money and improve the user's motivation.

It targets users who cannot find a suitable tutor and are suffering from long screening profile times because of the excessive tutor profiles.

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My role

UX designer designing an online tutoring responsive website from conception to delivery.

Tool

Adobe XD, Photoshop, Miro

Duration

Winter 2021

Understanding The User

I conducted interviews and created empathy maps and journey maps to understand the target user needs. At first, I thought the problem for users was the convenience of the booking process. However, after primary user group research, the most concerns to users were how to find a suitable tutor and spending a long time screening the tutor profiles, which reduces users’ learning motivation.

 

The research also revealed that users prefer to have a trial before any payment. They want to know how the tutor teaches and make sure those lessons will not be too difficult for them.

User pain points

Based on my research of the primary user group, there are 4 pain points users thought will stop them to keep learning on the online learning platform.

1. Hard to decide by tutor profile

It is not enough for users to book a tutor who is suitable for them through the profile information only.

2. Time consuming

Screening tutor profiles takes time. It will be a burden for users to go through all the tutor information and teaching videos.

3. Pay in advance

Users would like to have a trial before paying for lessons in bulk.

4. Lack of motivation

Users lack the motivation to continue learning.

Design Process

In order to address user pain points, I prioritized the filter options and created a detailed assessment to lower the choices of tutors at the beginning stage. But it still could not address the user pain points properly. So I changed the design and added a webinar feature for users to know more about the tutor they are interested in directly.

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Also, I drew a mobile version and tablet version of itutor to make it more compatible for users using different sizes of devices.

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Digital Wireframes

At the initial design stage, I made sure the website was easy to use for users choosing tutors and lessons, just like an online shopping website.

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Low-Fidelity Prototype

I created a low-fidelity prototype for the first usability study. The primary user flow I connected, was a booking process from the webinar, a booking process from the tutor profiles, posting a tutor request and checkout process.

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Usability Study: Findings

I conducted two rounds of usability studies. Findings from the first study helped guide the designs from wireframes to mockups. The second study used a high-fidelity prototype and revealed what aspects of the mockups needed refining.

Round 1 findings

  • Users thought that they should click the book button before selecting a course and time
     

  • There is a missing login process for some users
     

  • It took some time for some users to find the recruitment page
     

  • There is too much information to fill on the recruitment page

?

Round 2 findings

  • A preview of the request page is not obvious for some users
     

  • Users like to login or register after screening tutor profiles and before checkout
     

  • The booking timetable is confusing

Refining The Design

In the low-fidelity prototype, users did not understand the relationship between the book, course and timetable navigations. After the usability study, I added a hint to guide the user's action.

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There are no login pages in the low-fidelity prototype, I added the login process after the first usability study.

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It was not obvious for users to find the recruitment page in the usability study, so I moved the title under “Find tutors” instead of the pop up question.

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The filling form is too much for some users in the lo-fi prototype,  then I added “save to draft” and optional fill in features for users to continue to fill in later.

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Mobile
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Tablet
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High-Fidelity Prototype

The final high-fidelity prototype presented user flows for bookings from webinars, bookings from tutor profiles, posting a tutor request, checkout and login. It also features engaging micro-interactions that add enjoyment to a dull learning platform.

Takeaways

Impact

Users shared that itutor offers a better way to help them select the right tutor through webinars for learning quickly. It saves time and trial money that makes online learning easier.

What I learned

Always keep a user-centered mindset. When I conducted my usability study research, one participant didn’t understand the purpose of a button because she didn’t understand the meaning to her. Then I realised how important it is to be user-centered in my designs. It affects the usability of the whole product, even if it is just a single word. 

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Next Steps

The process of booking an online tutor is nearly finished, but the entire user journey of online learning is not completed yet.

1. The user flow after booking

More features are needed for users taking lessons, rescheduling and canceling. The taking lesson process will be the next prioritized issue.

2. Broaden the subject selection

Detail the subjects and the assessment questions to reinforce the website’s functionality. There are more subjects, such as physics, music or cooking,  you can learn in itutor.

3. Design the community

Design the community and credit details pages. The community page is a place for user interactions e.g. exchanging their experiences, learning materials and joining events. The credit page offers rewards for users who keep learning. Those pages will be beneficial for the user retention rate.  

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