Session Rescheduling Platform
A customer-facing application that allows Cluey Learning customers to reschedule upcoming learning sessions.
Offering more control to customers of Cluey Learning to manage their own sessions
As part of a larger initiative at Cluey Learning, which entailed giving customers control over managing their relationship with Cluey, we designed and built a rescheduling platform for customers to reschedule their sessions without having to call or email. Families and households have complex schedules that, to a large extent, cannot be predicted, and families often last-minute need to reschedule their online learning session.
How to present a multitude of complex reschedling options across days and on different devices
Families and households have complex schedules that, to a large extent, cannot be predicted, and families often last-minute need to reschedule their online learning session.
When rescheduling, it’s feasible that the customer could see up to 20 time options on any given day, across five days. The main challenge of the work and one of my goals was to show customers all the time options available so that they are easy to see, digest, read, and navigate. During this phase, the team and I spent time discussing ideas and understanding the technical limitations.
Early conceptual ideas around presenting rescheduling options
I designed a concept around the basic features and initial requirements, which acted as a real working model. I folded in considerations for mobile at this stage as many customers would be making these updates from their phones.
The design concept allowed us to have a realistic illustration of the basic features and interactions, which meant we could have meaningful product discussions and assess the work scope more accurately.
High-fidelity design, flows & interactions
Once we finalized the rescheduling design paradigms, I presented and iterated on high-fidelity designs with the team, including executives and our technology team, over three weeks. We performed user testing to the best of our ability but were unable to secure a high number of participants. We would validate much later through metrics and other means that customers understood the work we did from a usability perspective.
↓ High-fidelity design
We developed the platform in-house, and a front-end engineer and I worked closely together to build the platform. As we were building, we continued to test with users and made slight modifications in code as new research data was discovered. Our goal was not to make significant changes but to optimize the work that was already in progress. We made changes in code that didn't impact the delivery timeline.
Jess Eddy is a product designer in Australia
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