Don't just digitize the way your tutoring center runs— transform it.
I owned the design of the Scheduling, Dashboard and Global Search features. For each feature, I created the information architecture, wireframes, and prototype.
For the purposes of this case study, I will be recounting my process of designing the Scheduling feature.
Omou is a tutoring management service dedicated to simplifying the day-to-day processes faced by small and medium-sized tutoring centers.
Learn more about Omou here.
Consolidate and streamline existing class and teacher scheduling processes into an online CRM to make the scheduling responsibilities easier for tutoring center receptionists.
The existing scheduling tools used by our client consisted primarily of an Excel spreadsheet with numerous tabs, fields, etc. The responsibilities of scheduling fell on the receptionist, who often memorized teacher and student schedules since the spreadsheet was difficult to update.
Additionally, the existing tools present a steep learning curve to new receptionists on staff.
The Scheduler feature displays all class and tutoring sessions in a calendar view to enable users to gather what sessions are occurring in a day or time at a glance.
Users are able to toggle between month, week and day views as well as calendar and list views.
The Scheduler feature also includes the ability to filter events by instructor(s) name, course subject(s), or name of student(s) enrolled.
Filtering allows users to quickly locate when a class will be in session when needed.
Users are also able to make schedule changes that are immediately reflected in the system. Users can change the session date and/or time, or schedule a substitute if the instructor is unable to make a specific session.
The design process kicked off with user interviews to understand current state business processes, to understand how users interact with current processes, and to identify any pain points to be alleviated.
My team and I interviewed five users with a focus on identifying their daily tasks, key careabouts, and pain-points. The interviewed group consisted of current receptionists, managers and directors— the user groups that are expected to use Omou— ages 17 to 55.
Following the interviews, my team spent time observing users in their roles to identify additional pain-points and workarounds. Taking the insights gathered from our user interviews, I identified the following goals and frustrations:
Ensure that the course and tutoring session schedules are up to date, and that all parties (teacher, student(s), parent(s)) are aware of any changes made
Ensure that all payments are paid on time for all students, and to actively track clients with late payments
Answer any parent questions regarding their students on the spot
Lack of awareness of proper business processes making it difficult to be self-sufficient and complete tasks correctly
Existing business tools very convoluted, making it easy to make mistakes, and difficult to locate student or course information
I also reviewed the Client’s current business processes centered around the scheduling process, and focused on the interactions between receptionists and existing business tools as well as interactions between receptionists and clientele. Below are my insights:
Existing business tools are complex & confusing
Course schedules are kept in one master spreadsheet, which is inconsistent in format, making it difficult for users to quickly sift through information.
High risk for human error
Every data input and change is entered by hand, and changes are not properly tracked (i.e. who made the change, when the change occurred, etc.).
Current tools hinder users’ ability to do their jobs efficiently
Receptionists found it difficult to learn and understand the scheduling spreadsheets. They, instead, find it easier to use their own workarounds or asking management for help instead of following proper business processes.
High-level goals were to:
Unify the Client’s various business processes under a single, easy to navigate platform
Streamline current business processes and logistical planning for greater efficiency and time management
Promote users’ ability to be self sufficient in completing tasks through a learnable platform
A scheduling tool where the user can easily complete all tasks view upcoming class sessions and session details, schedule and reschedule courses and tutoring sessions for a semester, assign substitutes, and view instructor and classroom availability.
Based off the insights gathered during my research phase, I generated the following information architecture to help map out the experience of using the scheduling tool. I reviewed the flow with the development lead and product lead to ensure alignment across the team and identify any potential technical blockers.
Using the information architecture as a guide, I sketched some lo-fi wireframes to envision what the Scheduler would look like, which I reviewed with the product team and development lead.
I iterated on the wireframes 5 times through weekly critiques with the rest of the design team.
Once the wireframes were completed and finalized from a design standpoint, I handed them off to the development team. At weekly meetings, I helped review their work to ensure the designs were being developed correctly. I also helped QA some of their work in our test environment.
This was my first project as a UX designer, and I worked with a rag tag team of other novice designers and developers. While my design process here followed the design process at a high level, it lacked proper user testing.
If I were to go back with the knowledge and skills I have now, I would definitely push for more user testing and prototyping before designs are handed off for development.