Re-designing the web performance for a tutoring agency.
Parsons, Major Studio 1
Timeline : 7 weeks
Project Team : Solo
Adjacent Industry Audit
(Lo-Fi, Mid-Fi, Hi-Fi)
Tutor Orial is a tutor agency for high school and college aged students that specializes in finding tutors to help students learn. They launched their webpage about a year ago and have very low completion rates. They have gotten a lot of complaints and bad social media reviews about how confusing the process is. The business is struggling and many tutors want to leave because they are not seeing enough clients.
01 How Might We
How might we design a clear and visually pleasing user flow for students, parents and tutors?
02 Heurestic Analysis
I did a heuristic analysis according to Jakob’s 10 Usability Heuristics, to break down the problem.
Unfortunately Tutor Orial did poorly through each principle in the 10 usability heuristics. The problems of the website mainly appear in the scheduling screens, with minor problems in the landing and sign-up page.
The current flow ist irritating and confusing
Lack of credibility or authenticity
Users feel stuck
03 Designing the Solution
Breakdown of the problem
I mapped out the current user flow before creating a new one.
In the current flow, the payment screen appeared before the scheduling screen. There is no reason for Tutor Orial to do this, and this step brought out frustration to many users. They shouldn't have to make a payment before going into tutor selection. The user feels confused and not clear with what is going on in each step in the process.
Then I mapped out four potentional flows. The first flow prioritizes the tutor selection and session scheduling leaving users more time to go through the website and collect information before they decide to book a tutor. Since Tutor Orial needs to gather personal information from the user to optimize the search results, filling out the forms can take a long time. The second flow divides the form into two sections, one would appear when the user creates their account, and one would appear when the user starts booking their tutor.
04 Adjacent Industry Audit
Now I have identified areas of opportunity and room for improvement. I did desktop research for each step the user will take, account creation, forms, selection, scheduling, payment and confirmation.
05 Low Fidelity Prototype
Now I have mapped out a new user flow and gathered interface examples to use for reference, I start wireframing to build a basic structure for the solution.