Reducing Query Response Time by 75% Through UX and System Design.
0 → 1
Systems thinking
Interaction design
Company
Novatr
Industry
Ed-Tech
Timeline
2 Weeks
Role
Product Designer
The Problem
Chaotic Slack. Slower Replies. Frustrated learners.
Since learners were asking queries on Slack channel.
There were too much too and fro between
This slowed decision-making and caused operational delays across departments.
Research Insights
We gathered the following insights through observations and 1:1 user interviews of learners, Industry guides and course associates.
The Behavior of doubts.
Before designing the query system, We mapped how students naturally handle doubts in real-life scenarios — to reflect this behavior in digital workflows.
Flows at glance
Learner's Side
A space where students can raise and manage their doubts regarding any perticular topic taught in the course.
High-level Flow
Prototype
Navigation versions
Industry guide side
Where Industry guides can resolve queries of learners on priority and with quality. And Ops can manage and track every query in the system.
Ask anytime. anywhere.
Learner and guides can now raise and resolve doubts on the go effortlessly from their phones anytime anywhere.
Metrics improved
We managed to move two primary metrics significantly being a fresh feature within a span of 3 months.
What we've planned for v2
Multi-Touchpoint Support: Enable students to raise queries at key moments: during live sessions, while attempting tasks/quizzes, and while exploring course content.
Broader Query Coverage: Address cross-module and foundational questions that go beyond specific course content.
Automated Query Resolution: Introduce automated answers and module-specific FAQs based on recurring query patterns.
Acknowledgements
This project & many more at Novatr are the result of countless individuals’ contributions. Taking a moment to thank some I had the privilege of working closely with: Manik Madaan, Om Prakash Ghuniyal, Rohan Bishnoi, Sonal Arora, Vipanchi Handa, Imran Ladiwala, Anam Khan, Mehul Kumar, Shehzad, Sujata, Sakaar, Shreya, Abhishek, Prakhar Shrivastava and more.
