Reducing Query Response Time by 75% Through UX and System Design.
Company
Novatr
Industry
Ed-Tech
Timeline
2 Weeks
Role
Product Designer
Context
Novatr is an Ed-tech platform for AEC students. Multiple cohorts running in different time zones.
With the new Learning management system,
We wanted to solve query experience end-to-end.
The Problem
Chaotic Slack. Slower Replies. Frustrated Users.
No visibility into who was responsible for responding.
Repetitive follow-ups clogged the workflow.
Teams missed SLAs and users were unhappy.
This slowed decision-making and caused operational delays across departments.
Understanding
the behavior of doubts.
Before redesigning the query system, I mapped how students naturally handle doubts in real-life scenarios — to reflect this behavior in digital workflows.
Research Insights
We gathered the following insights through observations and 1:1 user interviews of learners, Industry guides and course associates.
Flows at glance
Learner's Side
A space where students can raise and manage their doubts regarding any perticular topic taught in the course.
Prototype
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.
Closing Thoughts
This feature underlined the importance of thoughtfully serving all three pillars of our course experience Students, IGs, and the Operations team.
The impact was felt across the board: students found more clarity, IGs had better structure, and Ops could scale their coordination with less effort.
