About
Established in 2005, 24HourAnswers is a secure platform connecting students and tutors, offering services like homework help and live online tutoring through a state-of-the-art whiteboard platform.
Role & Collaboration
As Lead Product Designer, I worked closely with the Founder and PM to overhaul their web app for both student and tutor flows. The focus was on improving tutor-student communication, payment processes, and overall functionality. This involved examining existing systems and collaboratively addressing pain points.
I was also tasked with revamping their complete web presence to improve overall user experience and responsiveness across mobile devices.
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Role
Lead Product Designer
Services
Stakeholder Interviews
Competitor Research
User Personas
User Flows
UI Design
Interactive Prototypes
Usability Testing
Dev Support & Collaboration
Competitor Research
User Personas
User Flows
UI Design
Interactive Prototypes
Usability Testing
Dev Support & Collaboration
Status
Launched
Length
4 months
Platforms
Mobile App (IOS, Android)
Web App Experience
Responsive Website
Web App Experience
Responsive Website
Overview
Problem Statement
Stakeholders reported that student retention rates were dropping due to the web app’s poor user experience. The UI was outdated, navigation was poor, essential features were hidden, and mobile responsiveness was lacking.
Solution
I aim to solve these problems by modernizing the UI/UX, improving navigation, making essential features more accessible, and enhancing the app’s mobile responsiveness.
The current experience
Before diving into research, I focused on understanding and documenting the platform’s current problems to identify major pain points. My goal was to find areas where minimal development time could yield significant benefits for both users and the team.
Competitor Analysis
I analyzed 12+ direct competitors to understand their onboarding processes, usage patterns, and navigation flows. This analysis helped identify key areas for improvement in the current experience and provided insights on aligning with user mental models to better meet user expectations.
Improving IA & User Flows
By optimizing student and tutor flows, I gained deeper insight into the complete journey, identifying user pain points and reducing the number of pages. This streamlined the process by removing redundant pages and minimizing extra clicks.
Hi–Fidelity Design Comparison
Outcome & Impact
18
Retention Rates Increase within the first 30 days post redesign
37
Increase in Company revenue within the first 6 months
50
Overall reduction in support tickets
We opted for a soft rollout to 5% of the user base over several weeks to address bugs and collect feedback. The Web App and Site are now live, with a key success being our focus on mobile responsiveness, as testing showed many users accessed the platform via mobile. Overall, the project succeeded, and 24HourAnswers continues to thrive 2+ years later.
Website Analysis
I audited several key web screens and user flows from the landing page to conversion within the web portal. This helped document usability and UI improvements while identifying areas for quick, minimal-development fixes.
Web Competitor Analysis
I analyzed over 20 web competitors to understand how they communicate their USP, structure their content, and manage onboarding, usage patterns, and navigation flows.
Eye Tracking and Heatmap Results
The XFN team provided a heatmap of key screens, showing that the header took up nearly 25% of the “above-the-fold” space and users typically scrolled only twice before stopping. This indicated the need to reduce the header size, make the content more engaging, and ensure that crucial information was visible within the first two scrolls.
