Tutor List and Audit

Project Goals

Enable Tutor manager about overall performance of their tutors
Provide calendar view (weekly, daily) to manager regarding their tutors
Enable transparency between tutor manager and tutor
Automate leave management and reassigning of sessions
Enable reviewers to give detailed feedback while auditing
Build a transparent feedback system mechanism among tutors

User Flow

I spoke with tutor managers and asked their requirements through user interview. Having a separate page for them was extremely important. It provide them a 360 degree view of their tutors i.e their personal details, employment details, their schedule etc. Overall performance of tutors can be a KRA for tutor manager as well.

We broke down the project into two phases. In first phase, we build the tutor list page and provide all required details. In 2nd phase, we will build leave management process. Leave management process will help to automate tutor allocation and re-allocation of tutors which is currently done manually by tutor manager.

Previous user flow after interviews with tutor operations team

Interesting and unique feature:

Initially session reviewers were given a long google form which they used to fill after reviewing the session to give feedback. During user interviews, we figured out that most of the tutors who were receiving feedback were not even looking at what feedback they got as it was very vague and it was not adding any value to teaching skills.

Problems with current feedback system:

Long google form by reviewers which was very not user friendly.
Reviewers were noting down feedback and in the last, they were filling google form. Feedback was very generic without pinpointing to tutor about a specific incident where they need to improve.
If the reviewer provides feedback in multiple sittings. Feedbacks are not auto-saved, they need to keep track of what they have noted.
Feedback were not adding value to tutors as they were very generic

Our UX approach to solve

Categorised different questions asked in sections
Time-stamping to the specific moments where the reviewer wants to provide feedback
While watching the video itself, reviewer can provide feedback by pausing the video it as many times as they want
Reviewer can resume the video and their feedbacks are auto saved in the system
Tutors can watch their own video with feedback attached to it at the same time via time-stamping. It adds value to their teaching skills and they get to the point feedback

Ideations

We explored many different solution for this problem statement. One of this was categorising questions in three parts:

Beginning of class
In Class
End Class

We thought that relavant questions will pop up on the screens on certain time i.e Tutor joining session on time is relavant only when class starts. Similarly asking this question “Tutor ended class on time?” should be asked once class has been ended. System will pop the questions on certain time of session and user can also provide feedback whenever they want.

Drawbacks:

It was taking too much of technical bandwidth of our team to build such a system generated feedback.
In first release, we thought of going by much simpler approach.

Visual Design (time-stamping)

Entry point from reviewer’s (tutor) dashboard
Video can be resumed and their feedback is saved

Feedback has been categorised in five categories.
An indicator represented by green dots to show progress of feedbacks. As all are mandatory before submitting.
Feedback is decided to be given on three scale: Very poor, Can Improve, Good. Appropriate colors have been used for visual distinction

Scale has a tool tip to guide
Feedback has time-stamp attached to it. Feedback can be added multiple times during reviewing

Feedback is very quick and reviewers can add comment as well
Feedback time stamps are clickable and review can go to any feedback later on

Overall and personal feedback can be provided at the end

Visual Designs (Tutor List Page)

Overall and personal feedback can be provided at the end

Infrastructure of page in two columns
Personal and employment details of a tutor

Tutor is free to navigate all minute information related to any assigned tutor

Tutor’s schedule page where manager can see their weekly, daily calender and assign new batches accordingly
Incase of leave request from assigned tutor, manager can look into eligible tutor’s schedule and reassign a session

Tutor’s Class history
Manager can look into attendance, feedback from students, reviewers etc

Manager can look into what feedback they received from reviewers on their sessions

Subjective Assessment

Designing a feature to view test paper, submit answer sheet and see evaluation sheet along with performance.

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