Case Study 2 - Transforming Tutor Workflow: 1,000+ Breaks Successfully Automated in One Month

Project Overview

My role

  • Lead Product Designer

  • Defined project vision and strategy

  • Conducted UX research

  • Designed the complete feature

Who I worked with

  • Frontend & Backend engineers

  • Data scientists

  • Product Manager

Timeline

  • 2 months

 

Background & Research

Tutors lack an effective system for taking breaks during their shifts. Currently, they have to message their managers via Slack whenever they need a break—or worse, a quick restroom break. This creates a significant issue, as tutors risk being connected with a student while away, often resorting to taking their laptops with them to the restroom. Clearly, this situation is far from ideal!

Managers had to step in and impersonate tutors during restroom breaks to handle any students who might connect with them in their absence.

This poses a significant problem, as it also raises potential legal concerns.

 

Problem Statement

How might we streamline and automate the process for tutors to take breaks?

 

Key Principles when Designing

Reliability: Tutors must have confidence that this feature will function as intended.

Empathy: Understanding tutors' challenges was crucial to addressing their negative experiences.

Consistency: The workflow needed to remain uniform across all types of breaks.

Tutor Needs

The ability to take breaks effortlessly, without any added stress or concerns.

A desire for an automated process to replace the manual flow for requesting breaks.

 

Wireframes

 

Feature Dive In

Bio Break: A 5-minute break for a quick trip to the restroom.

Rest Break: A 10-minute break to recharge.

Meal Break: A 30-minute break for a meal.

 

Final Designs

 

Impact & Lessons Learnt

This project really highlighted the number of manual tasks that tutors and their managers have to manage.

Over 1,000 breaks were taken in the first month alone.

If I could do one thing differently, it would be to interview more tutors to gather even deeper insights.

Fortunately, this feature has been a massive success, completely transforming the operations workflow.