Tutor Scheduling Dashboard

We have multiple tutor assigned to tutor manager. Tutor manager’s responsibility is to have an view of tutor’s activity, their performance, tutors’ ratings given by students and feedback they receives during auditing process from reviewers. This project’s main goal was to establish transparency between tutor and tutor manager along with enhancing teaching quality.

Industry

Education

Client

BYJU's

Role

Sr. Product Designer

Project Goals

User Flow

I tried to understand current system and flow. I noticed that there was so much of clutterness among pages and proper organization of flow was missing. Since BYJUs is expanding rapidly, a stable system was need of hours.

Assigning of tutor to sub-batch
Highlight Sessions With Incomplete Materials Tagged
Session tracking for TAs

User Interviews

I prepared a detailed questionnaire to understand the procedure of current working system of assign a tutor, rescheduling, tracking live session etc. I conducted user interviews with operations team, tutor managers and admin, recorded their answers.
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  • How is the allocation of responsibilities and roles in tutor ops team for scheduled and live sessions?

Ans: Total 20 people.          
Fresh sub batch to tutor mapping (in starting of session)                        :  4-5
Schedule sessions and reassignment of sessions scheduled for today :  4-5   
Live class tracking           : 10 People            

  • Do you have separate dedicated team for monitoring scheduled classes and live classes?

Ans: 10 people check live session status and coordinate with tutors. They manage the session division manually . No specified system for monitoring scheduled and live classes. We would like to have something more organised in future.

  • What are the responsibilities of tutor managers? Are all managers also involved in tracking sessions? If not, how do you appoint selected managers for monitoring.

Ans: No, there is separate team to track live sessions. Tutor manager’s role is to track performance of their tutors, leave management etc.

  • What kind of issues arrive for scheduled session? How do you fix each kind of issues? (Ex; Fix Un-tagged Material, Tutor Reassigning)

Ans: Mostly Reassignment and un-tagged material. Manual reassignment and mail to content team for materails

  • Do you have seperate dedicated team for checking tagged materials and assigned tutors?

Ans: Only for tests, Content checking for sessions happens 15 days prior, if materials are not tagged email is sent to content team with channel ids. Everything is manual for now.

  • How do you distribute/divide sessions for checking and fixing issues?

Ans: Request from tutors goes to a excel - sheet and is addressed by the team manually. We use excel to track the status and communication as well. No set system for distributing the issues.

  • Does sessions from scheduled page move to live page or stay at both places for that day? -

Ans: It stays at both places.

  • What kind of issues arrive/expected to arrive during live session? How do you fix each kind of issues? How do you communicate with tutors?

Ans: 1.  Technical Issues
         2.  Incorrect tutor Assignment (Eligibility(untrained..), Availability)
         3.  Last minute reassigning (Leave, Technical issues)
         communication happens via phone, What'sapp

  • In classes, if we have 5000 sessions running per day, how is the monitoring distributed amongst responsible members?

Ans: Live Page: Some are reserved for reporting and some communicate with tutor. One person check from start, another from last & middle.

  • How live session status is triggered? is it triggered by tutor’s joining the session or from backend?

Ans: Once tutor join the session, status is triggered as joined the session.

  • How do you keep track whether a session is running on time or not?

Ans: We can't track the session whether it is overtime or not. We can only track whether session has started or not.

  • How do you manage a tutor’s next session (Incase of back to back sessions) in case of delays?

Ans: If tutor hasn't started the session post 5 mins of session time, we assign another tutor for session immediately.

  • What is the procedure to resolve in class technical issues?

Ans - Tutor communicates via Whatsapp (issue with channel ID) and phone calls. We can't track if the tutor drops out from session. System will show the status as in-progress even if the tutor has dropped off, unless the tutor ends the session manually.

  • What happens if a tutor drops out mid session and is unable to join back? Reassigning or Cancellation?

Ans: We coordinated with first tutor to continue. In case of technical issue, we reassign a new tutor. Session will be extended for the missed time.

  • How do you handle reassigning issues? who does re-assigning in case of cancellation?

Ans: There is a team who looks after scheduled sessions. All sessions are scheduled 3 days in advance.

After user interviews I had better understanding of current system and flow. I noticed that there was so much of clutterness among pages and proper organization of flow was missing. Since BYJUs is expanding rapidly, a stable system was need of hours.

Previous Flow

Previous user flow after interviews with tutor operations team

System view - Current & Future

I analysed my user interviews with different verticals at BYJUs like scheduling team, tracking team, content team etc. I noticed that so many things like reporting of missing content, reassigning of tutors, distribution of live session among tutors etc were manually done.
Few interesting Observation:
  • Upcoming session are shown scheduled 3 days advance on schedule page
  • If any content is missing, a mail has been sent to content team manually
  • There were 4-5 dedicated people for each role like Scheduling session, Fresh tutor allocation, Live session tracking
  • Distribution of live sessions among tutors was done on the basis of pages
  • If tutor hasn’t joined the session, manual call is made to tutor to remind for session
New Proposed flow
Ideation process

Wireframe

Scheduled Session
Live Session

Discussion with content and Dev team after wireframes

  • Session delay: It will be difficult as well as not accurate as the content team said not to rely on that as they are not using it. We can show the number of slides the tutor has completed. Now the buckets of session can only be Critical/Running Smoothly.
  • Page Break: Instead of page break we can go ahead with filters as the ops team confirmed there will be one person for each course tag.
  • Filters: Different filters to be added such as grade, course tag, syllabus, session status, session-start-status, tutor assigned/unassigned
  • Overview table: Overview table to be created to show total numbers
  • Assigning of TA's: Bulk assigning won't be possible, adding TA's in live classroom also wouldn't be possible.
  • Upcoming sessions can be placeholders for now as it depends on TMS phase 2.
  • Building a notify system in a live classroom will not be that helpful as it is better to call the tutor.
  • Bulk upload options in upcoming sessions should be provided as the current system.
  • Internet Status I will get back as the live classroom will be auto refresh in 30 seconds. It is 30 seconds so that tutor ops person can have a look at all the sessions on that page. If we keep updating it then it will be very difficult to comprehend.

Visual Designs

Live page
Schedule page

Tutor Audit and List

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