Problem Statement
Lingua is a top educational company in Russia with many high-profile clients, but the old app did not reflect this. Due to the outdated app, there was a low level of engagement and potential loss of revenue. Clients were only informed about Lingua offerings through decentralized methods, leading to information overload and communication inconsistency. Therefore, The app needed a visual and functional update to reflect Lingua's core values of connecting with its users.
Project Goals
Be perceived as the Lingua “go to source” for parents to get up-to-date information about their children.
Increase clients participation in workshops, conferences, and events
Increase the use of the app as the main communication channel
Increase knowledge about the Lingua products
Research Methods
UT on top tasks in the old app
User interviews & quant research
Customer journey & empathy map
Information architecture
Prototype and testing
Iterations
Usability Test
Usability test was the perfect tool to dig deeper into the problem space, allowing me to monitor and probe real users to
uncover the challenges or barriers with app use and adoption
discover and understand how users are currently interacting with the app through their end-to-end journey
identify user’s joys and pain points with the old app, as well as any hacks they currently use or bugs they encounter
uncover opportunities for further innovation and improvement
For the test, I set 3 tasks to be completed on the app, interviewing 8 parents
Task 1: Make a payment
Task 2: Access information about your child’s homework and results
Task 3: Find information about Lingua
"I can make a payment but I can’t get the receipt. That’s why I prefer to do it in person."
The usability test uncovered parents frustration with making the payment online. It revealed why most of the clients come to the office to make the payment, even though it is possible to do it on the app
"I can’t find the monthly results. I don’t understand what these grades mean."
Most parents call teachers or admins to check on their children’s progress or use social networks such as Viber.
In-depth Interviews
Post the usability test, an interpreter (my Russian is limited) and I conducted in-depth interviews to dig deeper into the pain points and opportunities uncovered during the UT.
In-depth interviews database in Airtable
Survey
I have conducted two surveys SUS “System Usability Scale” and quantitative research to validate my assumption and hypothesis made during the in-depth interviews. Due to the nature of the app LMS (Learning Management System), there was one cohort that we focused on parents over the age of 30
Quantitative research results
Analysis
The qualitative and quantitative research resulted in a substantial data uncovering the specific issues we need to address when redesigning the app.
I turned those insights into an affinity map to make it digestible and created a user journey map to better visualize the current user journey for the stakeholders
Persona
Information Architecture
I have conducted a card sorting exercise with 5 parents and two admins to make sure that the features I put together are addressing the needs and opportunities uncovered in the research phase.
User Stories
I have conducted a card sorting exercise with 5 parents and two admins to make sure that the features I put together are addressing the needs and opportunities uncovered in the research phase.
As a parent, I want to be able to receive a digital payment receipt easily after making a payment online, so that I can have a convenient and reliable record of my financial transactions without the need for in-person interactions.
As a parent I want to be able to easily locate the monthly results on the app and have clear explanations for the grades used, so that I can better understand my child’s academic performance and progress.
As a parent, I want to view my child's attendance records for each class, So that I can track their attendance and ensure they are regularly attending their classes.
As a parent, I want to check if my child has completed their homework assignments, So that I can monitor their academic progress and provide support when needed.
Sketches
I have conducted a card sorting exercise with 5 parents and two admins to make sure that the features I put together are addressing the needs and opportunities uncovered in the research phase.
Wireframes
+40 Screens/7 User Flows
Design - Key Moments
Homepage
The homepage highlights the main goals for the business and the users
Checks & Documents
One of the main needs for users is getting check history and tax related documents
Events Calendar
School events, parents meetings and travel abroad program
