Launched the feature for global users, resolving two-user coordination along with time zone issues. This improved satisfaction by 55% within 6 months and automated 83 of 150 weekly requests.
Identifying the Problem
problem
Global users experienced difficulty coordinating lesson rescheduling, particularly due to time zone differences and the manual effort required, leading to low user satisfaction and a high volume of support requests.
solution
Recommend developing an automated lesson rescheduling feature that seamlessly handles two-user coordination and time zone conversions, reducing manual interventions and enhancing user experience.
Solution Snapshots
Research and Journeys
72% of the time, it’s the tutor who place request for rescheduling.
Hence, the rescheduling dialog needs to accommodate tutor needs.
Simple modal that can be used in both desktop and mobile.
