Inform the future of a tutoring service experience for schools through user insights
PROJECT CONTEXT
Our client, a virtual-tutoring service provider, wanted to understand the stakeholders in their product ecosystem, their pain points, critical needs, and overall experience with their product so that they could shift from tutoring for individual learners to tutoring for organizations.
CLIENT TESTIMONIAL
Partnering with Khoj Lab was great because the team was passionate about the subject matter we need to dig into. They are able to build context quickly and bring an informed energy to interviews, brainstorms, and presentations. Whether we have months or a few weeks to prep the project, the results are always consistent, high quality, and receive great reviews from cross functional partners.
- Senior Product Leader, Client Organization
client Challenge
How can we prioritize critical features of a new product for an online tutoring service through user research?
PROJECT SET UP
Client
A 10 year old mature startup messaging app for schools
Industry
Education Services/Software
Time-frame
6 Weeks
Khoj Lab Team
Design Researcher
Communication Designer
Client Team
Senior Researcher, UI/UX Designers
Senior Product Leadership Team
Services Provided
Primary Research
Prioritization Workshop
METHODS USED
Persona Development
Service Experience Mapping
Co-creation Workshop
Prioritization Worksession
25
hrs
Primary Research
20
hrs
Session Observations
Tutor conducting a session
KHOJLAB APPROACH
Used qualitative research and observation to prioritize product improvements based on user’s motivations
Our client ran a pilot with three organizations for tutoring services. We conducted 21 interviews with admins, students, teachers, tutors & parents to help us understand the users' pain points and critical needs with the experience. We then analyzed and synthesized motivations and challenges for each user profile separately and crafted an overall journey map with insights and recommendations in each stage of the user experience.
We analyzed interviews with 21 tutors and students across multiple organizations to understand the biggest pain points and unmet needs
Impact/Outcome
The resulting insights helped the product team take immediate action on solving issues in the platform and helped the leadership prioritize their future product roadmap.
Product Roadmapping prioritization Activity
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