Ved Pathak
Improving Query Experience and Query Response TAT by 75%
Scroll ↓
Usage Video
Context
About Novatr
Novatr is an Ed-tech platform for AEC professionals (Architecture, Engineering, and Construction) that aims to revolutionise the AEC industry by educating on tech-first skills.
With this vision, Novatr has 3 Cohort-based courses running asynchronously with multiple cohorts.
Novatr’s Learning Management System
LMS is the core experience offering of Novatr of where learners interact with the course content and live sessions post-completing their payment and Industry Guides and Mentors help them.
The Team
Rohan
Product Manager
Sonal
Product Manager
Anam
COO
Ved
Product Designer
Manik
Product Design Manager
Project Brief
As we build new LMS, we wanted to productise queries raising and resolution.
Enable learners to raise course queries.
Help Industry Guides manage and resolve assigned queries.
Users
Who is an IG?
An Assistant mentor with 2–5 years of work experience in the AEC industry.
Who is associated with us, to gain exposure and contribute to the community.
and, the majority of them are freelancers and working professionals.
Domain Industry Guide vs Primary Industry Guide
Primary industry guide are responsible for group of 15 learners, where a domain industry guide is who takes care of elective specific part which is optional for learners within the course.
Current Query System for Learners
As a part of learner engagement, learners start attending live sessions and consuming learning content, they get doubts. and we encourage them to ask their queries.
Learners raise their queries in their group or by directly messaging their Industry guides on Slack, and they get their response on its thread itself.
Current Query Resolution for Industry Guides
Currently, queries are being raised, resolved, and managed on a Slack channel. Which in-turn have several interactions between learners, Industry guides and ops team.
Problem
We’ve gathered the following insights through multiple user interviews of learners, Industry guides and course associates.
Student’s Problems
There’s no group to ask queries, different types of queries float in different groups.
You don’t get updated as your query is responded.
There’s no way you communicate that whether you’re satisfied with the response or not.
It’s difficult to acknowledge the response, and ask follow up questions in chaotic slack channels of the cohort where so much is going on.
Industry guide Problems
Industry guides sometimes have to respond with the same response multiple times.
For getting paid, they manually create entires of queries answered on LMS.
They very often miss learner queries and follow-ups on the slack.
In the case of an elective-specific query, the primary industry guides has to mention (pass it on to) the domain Industry guides.
Domain industry guide receive lot of notifications on slack: as they manage atleast 2 groups asynchronously.
No way to connect with the Mentor in case the Industry guides needs some help.
Business Problems
There’s no process to track TAT and induce urgency amongst industry guides.
Difficult to track & monitor if all queries are answered.
No process to check the query details entered by industry guide are correct.
The Ops team verifies all the query entries, and initiate disbursement manually.
Difficulty to distinguish between follow-up queries and new queries. Several queries with similar query from same learners exist in the system.
Current Query System for Learners
As a part of learner engagement, learners start attending live sessions and consuming learning content, they get doubts. and we encourage them to ask their queries.
Learners raise their queries in their group or by directly messaging their Industry guides on Slack, and they get their response on its thread itself.
Current Query Resolution for Industry Guides
Currently, queries are being raised, resolved, and managed on a Slack channel. Which in-turn have several interactions between learners, Industry guides and ops team.
Project Goals
Track queries and resolution TAT.
Induce urgency amongst industry guides because we promise 24 hr resolution TAT to learners.
Improving query asking and resolution experience for learner and Industry guides.
Mapping of query contexts for future Query automation or FAQs.
Feedback on every query closure.
Metrics Targeted
Average query response TAT
Number of Queries Raised per week and month
Number of Queries Resolved per week and month
Learner CSAT
Solution
The Process
Brain-freezing
brainstorming sessions
Quick wireframes for
discussions
Cafeteria work sessions
under sunsets
The “Queries” module was crafted to enable learners to raise, manage, and track queries efficiently. Features included raising new queries, following up, disposing of, raising parallel queries, accessing historical queries, searching, marking favorites, reopening threads, and attaching media files.
Userflows at a glance
Powered by SuperNova DS
Visual Design
Presenting My queries for learners.
Impact
AMJ'24 Performance
Challenges
1. Timeline
We were very short on time as
Stakeholder alignment
We’ve planned to provide the user with multiple touchpoints to raise their queries in the course. Some of them are:
Along with live sessions
While attempting tasks and quiz
While reviewing the course curriculum — Pre-session, post-session, and self-paced content.
Future Scope
1. Touchpoints
We’ve planned to provide the user with multiple touchpoints to raise their queries in the course. Some of them are:
Along with live sessions
While attempting tasks and quiz
While reviewing the course curriculum — Pre-session, post-session, and self-paced content.
2. Query Type
We’ll also be catering to the course-agnostic queries. Queries of topics which are foundations, exist in multiple modules/chapters out of course, advanced topics.
3. Query Resolution Automation
We’re aiming to automate recurring query resolution in the next quarter, and FAQ for every module/chapter with the data we’ll observe from this version.
