Snapask is an online learning platform that provides students 1-on-1 on-demand learning help with suitable tutors to solve their questions in no time in 9 Asian regions — Hong Kong, Taiwan, Singapore, Malaysia, Indonesia, Thailand, Japan, Korea, and Vietnam. Back in the day, we were more focused on the student side, there was not much information for tutors; However, based on our 2018 Tutor Feedback Survey, our team decided to implement a tutor performance dashboard to drive tutors with a sense of accomplishment.
Create a dashboard that motivate tutors to check their performance and maintain activeness of active tutors
Worked closely with the product manager, researcher, and engineers. Responsible for designing wireframe and mockup, supporting user testing, handover with engineers
Designed a legible dashboard, considered the upcoming project, and made it scalable
Three months after released, The average overall tutor rating increased from 4.67 to 4.73
The researcher started by doing the survey and sent it to regions: Taiwan, Hong Kong, Korea, Malaysia, Singapore, and Indonesia. This research aimed to give better design suggestions on information architecture, and helped me to understand what kind of information can drive tutors to teach harder and the driving intensity of different kinds of data.
Comparison with average tutors is more powerful than self-comparing.
Official standard progress is more powerful than comparison with average tutors.
The conversion number is the least powerful. Instead, we should emphasize on Favorite count.
Positive encouragement is more powerful compared to a negative alert.
A monthly review is useful while sufficient data can be collected and seems better with the salary.
After determining the purpose and requirements, I began to design different interfaces for the above-mentioned sections. The researcher and I found four active tutors to conduct usability tests with three versions. (two freshmen, one graduate student, and one math teacher who taught in middle school) In addition to testing the content and interface legibility of the new version, we also asked tutors to compare it with the existing version to ensure that the dashboard can solve the existing pain points.
I don’t know the current tutor payout criteria, it would be more clear if there’s an official standard progress
Badges and a number of the problem solved subjects are necessary and will be more motivated to complete questions
I hope to see more student reviews, anonymous doesn’t help
I need to calculate the number of solved per month by myself
To communicate the special tutor payout criteria with users more clearly, we officially named it Bonus Rocket this time. Besides, I used an animated progress doughnut with large numbers to present the current status. The color will turn green with a check mark when the condition is completed, which helps the tutor to get information quickly. Besides, the positive title motivates the tutor according to the situation: not started yet, in progress, and reaching a goal.
According to the research finding, we decided to keep the badge awards as part of gamification. Tutors mentioned badges would motivate them to complete the questions. In the final design, I displayed all the badges and added a page after clicking, so tutors can learn more about the condition and progress on each badge which makes teaching a little more fun.
As the main insight from the survey, we found that comparing with average tutors is more powerful than self-comparing. Therefore, I included this part in the monthly report section. Tutors can check their own data and observe the performance of other tutors at the same time. Tutors are able to view the report back to six months ago, which is related to the semester system.
In the final design, I displayed all the 1-5 stars reviews. Other than that, tutors are finally allowed to view more reviews instead of only five recent reviews. The purpose is for tutors to understand their own teaching status. Based on the number of reviews each tutor might have, I have added a sorting feature that allow tutors to use time or the number of stars to order their reviews.
Three months after the launch of the tutor dashboard, we found that the overall average tutor rating has increased, especially in the regions with Bonus Rocket (Taiwan, Hong Kong, Singapore). The average tutor rating has increased from 4.60 to 4.73. It can be seen that the tutor dashboard has successfully achieved one of the OKR standards: achieving a higher tutor rating, and the business team has also received positive feedback from the partners.
