Diana Fialho

Context

  • Educational Project
  • After-work hours

Team

  • 3 UX Designers

Dates

  • Dec 2023 – Jan 2024

Duration

  • 5 Weeks


Streamlining Chaos

How we optimized EDIT's Course Management to prevent and resolve unexpected crises,

as well as their impact on the overall experience for Tutors and Students.

Client

EDIT. Disruptive Digital School

School specializing in digital education, offering courses in UX, Digital Design, Digital Marketing, Data Science, and Programming in Lisbon and Porto.

Problem

Statement

EDIT's scattered documentation and lack of

standardized processes leads to daily crises in the Learning Department.

These challenges constantly disrupt smooth Course Management, leading to dissatisfaction among both Students and Tutors.

Our Solution

Problem

Prevention

Internal Ops platform that centralizes documentation,

enabling synchronized & automated processes.

Problem

Resolution

Alert System that swiftly and efficiently

addresses unexpected crises.

User Feedback

What the End Users said about Our Solution

Our Strategy

Design Thinking

My Role

Visual & Interaction Design

I was deeply involved in the Empathize phase, conducting desk research, interviews, and planning the workshop sessions.


My main responsibility was visual and interaction design, conceptualizing the solution into a prototype ready for testing.


I conducted usability testing and implemented the necessary improvements.

Who were our Target Users?

Desk Research

Who were our Target Users? What context are they involved in?

They were the

Course Managers

The ones responsible for creating new courses,

managing ongoing ones, and overseeing course closures.

They are a part of

EDIT's Learning Department

  • In collaboration with the Marketing and Accounting departments, the Learning Department is responsible for the coordination of the school’s courses and all related activities.
  • The Learning Department aims to offer the best experience
  • for both students and tutors, in order to continue growing the school’s renowned reputation.

Problem Discovery

8 Interviews

To understand the work dynamics and identify potential problems,

we conducted interviews with 8 out of the 9 employees of the Learning Department.


3 Workshops

In order to prioritize the issues found during the interviews, we conducted 3 workshops

with our End Users, from which we were able to gather their Biggest Pain Points.

Course Manager's

Biggest Pain Points

Daily Frustration

Navigating Information

"We use way too many tools.

It’s incredibly frustrating trying to navigate through scattered information and constantly having to update it manually every time

something changes."

Struggling to Delegate and Support her Team

"The constant turnover of personnel means there isn't enough time for onboarding, and there is no established documentation for them to follow autonomously."

All the problems that affect daily tasks are exacerbated under an unexpected and stressful situation.

Dealing with Agonizing Unexpected Crises

"My day is constantly disrupted by unexpected crises, where too many things can go wrong and

it all depends on me to fix them.

The numerous tasks it involves and urgent deadline, create a chaotic environment every time."

Opportunity Discovery


Brainstorm + Jobs To Be Done

Informed by what was found during secondary and primary research,

we were able to pinpoint the Root Cause of the Pain Points.

Which quickly led us to a very clear opportunity for improvement.


Based on the User and Business Needs & Goals already defined,

we ideated through Brainstorming sessions and writing many Jobs to Be Done.

This helped us define the most important features and functionalities for our solution.

Root Cause

Lack of a Source of Truth

Solution

Unique Source of Truth

How Might We 

Optimize Course Management?

Step 1: Problem Prevention

Internal Ops Platform that Centralizes Documentation,

enabling Synchronized & Automated Processes

Benchmarking

Project and Class Management Tools

Step 2: Problem Resolution

Alert System that Swiftly and Efficiently

addresses Unexpected Crises

Paper Wireframes

Alert System Flows

Internal Ops Platform

EDIT's Unique Source of Truth

Alert System Feature

A Way to Navigate the Unexpected with Ease

Tutor Absence Alert

Course Manager Creates the Alert


When a Tutor calls the Course Manager to

inform he won’t be able to teach the

class in less than 2 hours.


🔊 (SOUND ON)

"When the unexpected happens

Everything will be under control."

Studio Support Alert

Course Manager Receives

and Delegates the Alert


When a Tutor creates an alert

to report technical issues during a lesson.


🔊 (SOUND ON)

Tutor Absence Alert

Course Manager Receives the Alert


When a Tutor creates an alert to inform

he won’t be able to teach the class in 2 hours.