The online tutoring service Tutor Orial had gotten a lot of complaints and bad social media reviews about how confusing their process was, as well as having bad conversion rates on the site. Through heuristic analysis and user testing I was able to identify the main problem points, and improved the site accordingly both in usability and visual design.
The design is not giving the user what they need to be able to trust the process, and understand what needs to be done. The order of the steps of the flow needed to be changed, and certain elements needed to be added to help to user be confident in what is happening.
The ability to browse tutors on the site before signing up will assure users that they will find someone that can tutor them, and be willing to join. Moving the payment screen to the end of the flow will result in lower bounce rate because the user knows what they are getting.
In order to identify the problem point in the original design, we conducted a collaborative heuristic analysis based on Jacob Nielsens 10 usability heuristics for user interface design. From this we individually came up with our problem statements and solution hypotheses.
We also did an adjacent industry audit in order to capture best design conventions and practices when it came to sign up, form, and calendar booking designs.
As one of the main problems being the order of the steps in the flow, a few new suggestions for improved user flows were made.
The two different flows tested differed when it came to the order of the steps of the sign up and booking process, as well as some of the ui lik schedule design and payment information.
Participants did not understand the design of the first prototype’s schedule. The second was better but not great. Need more clarity.
The payment plan options are distracting, no need to choose between plans, just pay per hour.
Based on final round of usability testing I did some iterating and tested the improved frames quick before putting together the final frames.
Landing page gives user a way to easily jump into searching for tutors, see step by step how the process will go, and see reviews from other students as a way to trust the site.
A feature not available in the previous design, users now have the ability to see tutors and their profile before signing up. This way they can know what to expect from the service and are less likely to be hesitant to sign up.
On tutors profile users will also see their schedule, so that they can be sure they are choosing the right tutor that will match their own schedule.
Sign up pop-up giving simple choices and includes system feedback that everything is entered correctly.
First screen of the form asks for required information. Asking country of residence ensures that no one is trying to sign up from a country where the service is not available. Process bar is added so user can predict how the process will go.
While booking a lesson the user is reminded of who their tutor is and can change this at any time.
The payment process is simple, with no confusing payment plans, just paying for the lessons the user booked. After clicking confirm the site shows an interaction animation to show that the payment was successful.
After finishing the sign up and booking form the user is taken straight to their dashboard on the site and given information about the lesson booked, asked to add it to their calendar. They also have the option to message the tutor if they need to.
Do more tests on the current prototype, get feedback on updates.
Research more about the potential users, what do people want in terms of what the service offers. Do they have other problems we can solve? Features that can be added.
If wanted, find a way to incorporate in-person learning, scheduling at a location.