I interviewed current teachers, new teachers, and the operations team to identify common pain points.
My team and I gathered 8 total teachers (5 new users, 3 current users).
We conducted research through comprehension testing, which allowed us to gauge the effectiveness of each field label and microcopy, and user interviews, which allowed us to interact with the user and discuss their thought process.
I sat down with Outschool's operations team and asked them about their application screening process. As it turned out, the issues they often rejected applications for were also areas of confusion for the teachers.
- Detailed description of course offerings
- Logical course format and reasonable pricing
- Professional writing & appearance
- Missing weekly course breakdown
- Breaking the maximum 5 year age range
- Errors in course format, pricing, and content
I used affinity mapping to organize our key insights, and sat down with engineering to discuss what is feasible, what is difficult, and what is low priority for implementation.
Top Pain Points
I found 3 main pain points: Lack of clarity on Twitch Prime and its benefits, friction in finding and claiming loot, and a lack of personalization throughout the platform.
Comprehension testing revealed that many teachers were misinterpreting the form labels and had difficulty understanding how to draft their course.
Teachers did not follow the original set up of the form. Many of our users jumped around the form in a similar pattern that they found more intuitive.
Teachers complained both in our research and on the Outschool forums of confusion around pricing. Similarly, operations often had to correct inaccurate or unreasonable pricing.