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AmazingTalker Chatroom-
improve response rate perfomance
Product Design
2022
overview
How can we use website chatrooms to increase the chances of students responding to teachers?
As an online one-on-one tutoring platform, AmazingTalker's chatroom is a crucial medium for communication between teachers and students. It's the first touchpoint where teachers interact with students, directly affecting their course sales and subsequent performance.
AmazingTalker Website Chatroom
WHY the chatroom?
The Importance of Website Chatrooms
First, we need to discuss what role the website chatroom plays for the entire platform?
I believe it can be summarized in the following two points:
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Helps teachers increase their chances of selling courses.
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Assists students in meeting their learning needs.
Below is the user journey for the chatroom:
The existence of a chat room is to assist teachers and students in communicating. The smoothness of communication will affect the success rate of class enrollment.
WHAT should we slove?
Identifying and Clarifying Issues
The Importance of Website ChatroomsNext, we need to clarify: does the current chatroom fulfill its intended role?
If not, what are the issues that could be improved?
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Finding: From a data perspective, our "response rate experience" has room for optimization.
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Problem: When the response rate is not satisfactory, it leads to students leaving the platform and makes it difficult to recall them. This, in turn, affects the successful course sales rate of teachers.
Observe the possible problems and define the key result
Observe the possible problems and define the key result
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Process 1:
Teachers are aware of the importance of quick responses due to our training. -
Process 2:
Interviews revealed that teachers miss messages when busy, finding it difficult to track reply statuses in the chatroom.
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Problem:
Without specific markers for unreplied students, teachers can overlook or delay replies, leading to student loss. -
Optimization:
Design a system for teachers to intuitively prioritize messages.
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Goal: Boost teacher response speed to decrease student attrition.
Research competitors and propose solutions
Observe the possible problems and define the key result
Design Process: We've studied competitors like Instagram, Facebook, Line, Shopee, etc., and proposed a solution.
Solution 1 【Unread UI Display】
Noticing that platforms like Facebook and Line clearly mark unread messages in their chat menus, which helps users identify them swiftly. In contrast, our chat room's excessive information makes identifying unread messages more challenging.
Solution 2 【User Status Display】
Observing Instagram, one can actually ascertain the status of others from the surface level. For instance, whether the other party has read the message or if you have already responded. If these statuses can be discerned from the outside, teachers actually don’t need to open each chatroom one by one to check. This allows for quicker identification of their target.
Solution 3 【One-Click Filtering of Unread and Unreplied Chatrooms】
Looking at platforms like Shopee and Line, it's easy to filter chatrooms based on unread and unreplied messages. Shopee uses a filter method, while Line utilizes sorting. This allows users to quickly find chatrooms meeting these criteria, ensuring no messages are missed.
Assess development costs and converge based on outcomes
Design Process: A comprehensive assessment of development costs and achievable results for optimization
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Solutions 1 and 2, on the other hand, aim to increase the visibility of unread message status in the UI presentation, indirectly boosting the teachers' response speed.
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The final winner is Idea 3-2! provides an actionable feature that allows users to directly filter out unread messages for reply.
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In terms of the expected final effect, Solutions 3 is anticipated to outperform the other two
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However, there's a concern:
Solution 3 requires additional operation.
Could this potentially lead to an increased dropout rate?
Based on this, we proceed with the proposal:
Proposal 1 【Unread UI Display】
On Instagram, if someone sends a video, a video play button will appear on the outer layer. Following this concept, we can add a reply prompt icon directly to the outer layer as a Call To Action (note: it's a prompt icon, not a button), reminding users to reply.
At the top, two filter buttons are provided: Unread and Unreplied.
Proposal 2【Quickly Switch to Show Unreplied Students Using Filter】
At the top, two filter buttons are provided: Unread and Unreplied.
Inspiration: During qualitative interviews, a significant pain point for teachers was the need to "constantly scroll down to find students, even possibly forgetting who the target student is." Considering the idea from proposal 1, even with recognizable icons added to the outer layer, teachers still need to scroll down and can't filter quickly, which doesn't address this issue.
The Final Result
The Final Result
The final winner is Solutions 3, Proposal 2!
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Teachers were asked to conduct user testing and the feedback was positive.
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It clearly displays which chatrooms have not been replied to, effectively resolving the pain point initially raised by teachers about "having to constantly scroll down" to find their target.
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At the same time, the design employs small red dots to indicate the number of unreplied messages, utilizing psychological effects to prompt clearance.
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Additionally, it was found that displaying all messages on the left and unreplied messages on the right can achieve our initial goal.
Feedbacks from the users
Feedbacks from the users
After the functionality was deployed, it received enthusiastic praise from experienced educators. This chatroom optimization significantly enhances teachers' response times, consequently reducing student attrition rates.
The Conclusion
What difficulties did I encounter during the project, how did I resolve them, and what insights did I ultimately gain?
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Balancing MVP and SLC (SIMPLE-LOVABLE-COMPLETE)
I have always advocated the concept of "Minimum Viable Product (MVP)", and in recent years, the new concept of SLC has emerged. During the execution of this project, I was pondering on how to balance both. The reason being, in a fast-paced startup company, assessing the development cost is quite crucial. It's impossible to invest too many development resources in the same project. However, I still insisted that my design could bring joy to users in terms of experience. This is what I consider as the most important original intention and practice in this project.
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