Before the redesign, the UX was clunky and hard to use. With the launch of the revised product, initial customer service issues were down 90%.
Company
Collaborative Classroom
Sector
Education
Vertical(s)
K–12 Curriculum & Instruction
Project
Tool to monitor student and class progress
My Role
Principal UX Designer
Partners
PM, Head of Implementation, Frontend Developers
Disciplines
Design Strategy, UX Design, UI Design, Design Systems, Information Architecture, User Research, Rapid Prototyping
Project Challenge
Collaborative Classroom's K-12 curriculum uniquely blends academics (reading, writing) with social-emotional learning (character, collaboration), creating a student-centered environment for deep understanding. This shifts reporting from just grades to holistic progress tracking. Unlike traditional reports, we needed a tool where educators and admins track efficiency of the program without the notion of bad grades.
The reporting tool implemented by a third-party provider was confusing. Drop-off rates were above 70% and we frequently received support tickets.
Obstacle and Action
We collaborated closely with an implementation specialist, making sure that the new tool worked for all use cases. The prototype felt “slick, effortless and very user-friendly” (her words). Unfortunately, engineering resources got cut. We had to rethink must-haves and nice-to-haves.
We looked at each feature through the lens of the most common use case. The original prototype was simplified. Together, we settled on an MVP that satisfied both internal stakeholders and customers.
Impact
Initial customer service issues had gone down 90%.
The sales team was excited to show the new reporting tool to prospects. This possibly helped increase sales, but we are too early in the year to know.
Existing customers shared positive feedback with the implementation spcialist.
If you would like to chat
contact me on linkedin
Company
Collaborative Classroom
Sector
Education
Vertical(s)
K–12 Curriculum & Instruction
Project
Tool to monitor student and class progress
My Role
Principal UX Designer
Partners
PM, Head of Implementation, Frontend Developers
Disciplines
Design Strategy, UX Design, UI Design, Design Systems, Information Architecture, User Research, Rapid Prototyping
Before the redesign, the UX was clunky and hard to use. With the launch of the revised product, initial customer service issues were down 90%.
Project Challenge
Collaborative Classroom's K-12 curriculum uniquely blends academics (reading, writing) with social-emotional learning (character, collaboration), creating a student-centered environment for deep understanding. This shifts reporting from just grades to holistic progress tracking. Unlike traditional reports, we needed a tool where educators and admins track efficiency of the program without the notion of bad grades.
The reporting tool implemented by a third-party provider was confusing. Drop-off rates were above 70% and we frequently received support tickets.
Obstacle and Action
We collaborated closely with an implementation specialist, making sure that the new tool worked for all use cases. The prototype felt “slick, effortless and very user-friendly” (her words). Unfortunately, engineering resources got cut. We had to rethink must-haves and nice-to-haves.
We looked at each feature through the lens of the most common use case. The original prototype was simplified. Together, we settled on an MVP that satisfied both internal stakeholders and customers.
Impact
Initial customer service issues had gone down 90%.
The sales team was excited to show the new reporting tool to prospects. This possibly helped increase sales, but we are too early in the year to know.
Existing customers shared positive feedback with the implementation spcialist.
If you would like to chat
contact me on linkedin
Company
Collaborative Classroom
Sector
Education
Vertical(s)
K–12 Curriculum & Instruction
Project
Tool to monitor student and class progress
My Role
Principal UX Designer
Partners
PM, Head of Implementation, Frontend Developers
Disciplines
Design Strategy, Product Strategy, Design Systems, UX Design, UI Design, Accessibility, User Research, Rapid Prototyping, Cross-Functional Collaboration
Before the redesign, the UX was clunky and hard to use. With the launch of the revised product, initial customer service issues were down 90%.
Project Challenge
Collaborative Classroom's K-12 curriculum uniquely blends academics (reading, writing) with social-emotional learning (character, collaboration), creating a student-centered environment for deep understanding. This shifts reporting from just grades to holistic progress tracking. Unlike traditional reports, we needed a tool where educators and admins track efficiency of the program without the notion of bad grades.
The reporting tool implemented by a third-party provider was confusing. Drop-off rates were above 70% and we frequently received support tickets.
Obstacle and Action
We collaborated closely with an implementation specialist, making sure that the new tool worked for all use cases. The prototype felt “slick, effortless and very user-friendly” (her words). Unfortunately, engineering resources got cut. We had to rethink must-haves and nice-to-haves.
We looked at each feature through the lens of the most common use case. The original prototype was simplified. Together, we settled on an MVP that satisfied both internal stakeholders and customers.
Impact
Customer support and sales teams were enthusiastic!
Initial customer service issues had gone down 90%.
The sales team was excited to show the new reporting tool to prospects. This possibly helped increase sales, but we are too early in the year to know.
Existing customers shared positive feedback with the implementation spcialist.
If you would like to chat
contact me on linkedin