CATEGORY: Service Design, UX
COLLABORATORS: MongoDB Education Team
ROLE: Service Design, User Research, Student Support
Redesigned the MongoDB University Online Education Operations Processes to reduce pain points for team and create a better experience for students.
Running an online education course involves three phases and many manual steps. We interviewed students and team to identify pain points, as well as analyzing customer support email questions from students. Within the process there were two opportunities for straight forward fixes that would improve customer experience, reduce the workload for the team, and increase accuracy:
By redesigning the course end procedure and working with the engineering team we were able to reduce time spent from eight hours per course to maximum one and a half hours per course. We did this by:
I identified the top 5 frequently asked questions from students and wrote FAQ answers to these questions. Then, I worked with the UI designer to include this information on MongoDB University pages and to create a FAQ section for courses. Question volume on unpaid channels fell by 20%, paid channels by 70%.