LAUNCHED
24HourAnswers
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.
Challenges
Stakeholders were noticing a drop in student retention and identified the web app’s poor user experience as a major factor. The UI was outdated, navigation was clunky, key features were difficult to find, and the app lacked mobile responsiveness.
My Role & Collaboration
I collaborated closely with the Founder, 1 PM, and 2 Engineers to redesign the entire web app portal experience for both students and tutors. This involved analyzing the existing system, identifying areas for improvement, creating new responsive components and elevating the existing user experience and design.
Looking @ 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 see how they handled onboarding processes, usage patterns, and navigation flows. This analysis gave me insights into where our platform could improve and how we could better align with user expectations.
Improving IA & User Flows
Next, I refined student and tutor flows, gaining a deeper understanding of the complete journey. This allowed me to address user pain points and streamline navigation by removing unnecessary pages and minimizing extra clicks, creating a smoother, more efficient experience.
Hi–Fidelity Design Comparison
Finalized Designs
Project Outcome & Impact
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.
Retention Rates Increase within the first 30 days post redesign
Increase in Company revenue within the first 6 months
Overall reduction in support tickets
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