Trala

Centralized Student Portal to improve satisfaction

Students were unable to review subscription information through a portal, leading to user frustrations and a demand for clearer communication and expectations regarding:

• Manual scheduling and cancellation: Students needed to directly contact teachers for scheduling and changes.
• Lack of visibility: Schedules, past lessons, and subscriptions lacked clarity.
• Teacher burden: No-shows were high, and teachers manually documented lesson attendance.
• Subscription management: Cancelling subscriptions required contacting Trala directly.
• Diverse audience: User age ranged from 10 to 60+, requiring a simple and clear interface.

Approach:

1. Understanding the Problem: Collaborated with stakeholders, product owner, and teachers to map lesson scenarios and identify pain points from both student and teacher perspectives.

2-Documenting & Strategizing:  user stories were developed for a variety of situations: students with recurring plans, scheduled lessons, unscheduled lessons, etc.

3-Information Architecture & Design: Designed a student portal with clear information hierarchy and intuitive user flows. This included:

• Welcome Message: Personalized with dynamic first name.
• Next Lesson Card: Displayed teacher photo, lesson time, name, "Join this lesson" and "Reschedule/Cancel" buttons.
• Lesson Schedule Card: Showed schedule type (weekly/monthly), time, and "Change your schedule" call to action (CTA).
• Account & Subscription Card: Offered a clickable button for management.
• Account & Subscription Page: Provided detailed account and subscription information.
• Upcoming Lessons Tab: Displayed upcoming lessons with teacher photos, time, names, and reschedule CTAs.
• Past Lessons Tab: Listed past lessons with teacher photos, time, and names.
• Chat with Teacher Button: Allowed communication with teachers or for account help.
• Schedule a Lesson Sticky: Displayed unscheduled lessons with length and a "Schedule a lesson" button

4-Flow and Concepts Explorations

5-UX/UI Validation: Trala's product team lacked a validation workflow. I collaborated closely with the product owner to create a usability testing process and identify parameters. We recruited current students for testing, offering incentive rewards.

1. Prototyped designs for A/B testing.
2. Utilized Typeform to conduct testing during user interviews.
3. Consolidated results for review with stakeholders.
4. Key findings from user testing were essential in strategizing the next phase of the student portal.

Results:

• Users praised the portal's clear messaging, intuitive user paths, and ease of use.
• CEO, Sam, expressed enthusiasm for the live version, acknowledging the design's positive impact.
• Improved Retention:
  • Only 5% of scheduled lessons were rescheduled, and 99% were rescheduled less than twice per month. This indicates smoother scheduling and a reduction in no-shows.

Conclusion:

The development of the Trala student portal significantly improved the student experience. The portal facilitated easier scheduling, lesson management, and subscription handling, streamlining interactions between students and teachers. It also contributed to better retention rates.



Student only had access to a tuner app with minimal self-guided tour video lessons. Without access to a portal guiding users to their next lesson with their teacher.

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