Stakeholder-centric insights for scaling organizational virtual tutoring

May 12

project context

A virtual-tutoring service provider wanted to understand the stakeholders in their product ecosystem, their pain points, critical needs, and overall experience with their product so that they could shift from tutoring for individual learners to tutoring for organizations.

Client challenge

How can we prioritize critical features of a new product for an online tutoring service through user research?

Project Scope

Type of Engagement
Product Research

Time-frame
6 weeks

25 hrs

Primary Data Collection

20 hrs

Session Observations

School Leadership Interviews
Remote Interviews
Session Observations
Khoj Lab Team
Design Researcher
Communication Designer
Client Team
Senior Researcher, UI/UX Designers
Senior Product Leadership Team
Design Methods Used:
User Profiles
User Journey Mapping
Prioritization Matrix
Cocreation Workshop
Research Methods:
Remote Interviews
Session Observations
Communication Methods Used:
Video Storytelling
Diagrams & Visualizations
Journey Maps
Virtual Presentation

client testimonial

“Partnering with Khoj Lab was great because the team was passionate about the subject matter we need to dig into. They are able to build context quickly and bring an informed energy to interviews, brainstorms, and presentations. Whether we have months or a few weeks to prep the project, the results are always consistent, high quality, and receive great reviews from cross functional partners.”

— Senior Product Leader, Client Organization

KHOJLAB APPROACH

We used qualitative research and observation to prioritize product improvements based on users’ motivations.

Our client ran a pilot with three organizations for tutoring services. We conducted 21 interviews with admins, students, teachers, tutors & parents to help us understand the users' pain points and critical needs with the experience. We then analyzed and synthesized motivations and challenges for each user profile separately and crafted an overall journey map with insights and recommendations in each stage of the user experience.

IMPACT/OUTCOME

The resulting insights helped the product team take immediate action to solve platform issues and helped the leadership prioritize their future product roadmap.