Background
We are investing in a unified Expert System to solve tomorrow's problems and not just handle the scaling needs of today. To do this, we are rebuilding the existing expert system piece by piece from the old tech stack (PHP) into a new tech stack (React), which is faster, more secure, easier to maintain, and more robust.
This study represents 20% of the traffic on chegg.com. We want to separate the expert experience from the student experience to scale the systems independently.
What Problem are we solving?
As a Chegg Expert, I require a better mobile answering experience for uploading images, typing text, and viewing all the answering elements.
As a business, I need a scalable, robust Expert System with standardized analytics on par with modern technologies.
As a business, I want to upgrade the CK editor tool, which experts use to answer questions.
As a business, I want to release expert initiatives faster by having dedicated infrastructure for Expert System.
As a business, we want to release expert initiatives faster by having a dedicated authoring editor infrastructure for the Expert System.
Who Is The User?
We have 160k+ Expert Answerers from India who freelance with Chegg to answer questions.
They answer 152k+ questions/week from desktop and mobile-web.
Herein we describe the creation of a set of 2 personas focusing on the needs and motivations of two different subjects around assessment and teaching.
We learn and invent with passion, empowerment, and accountability to succeed together.
We strive to offer reliable and straightforward solutions to delight our experts and exceed their expectations every time.
We challenge each other every day to seek continuous improvement and find joy in what we do allowing us to serve our experts best.
We prioritize ease of engagement and active communication with our experts to ensure transparency. Our platform increases their productivity and ROI.
The new platform must increase experts' engagement and motivation by awarding achievements, points, and badges based on the system's participation by being transparent.
We want to create a centralized experience connecting experts and students to accomplish their most essential tasks.
Building Superior Quality Editor Authoring Tools | Enhanced content creation
Building Superior Quality Editor Authoring Tools | Enhanced content creation
Launched in Oct 2021 to 177 accounting subject experts.
New Workflow: 7 of 7 experts understand the new workflow- Tagging, Step by Step, and Final Answer. They found it a systematic and structured way of authoring.
Authoring Experience: All the 7 at-risk experts have made slow progress in their answering count since Expert 2.0 release in December 2021.
3 of 5 experts were active during the Nov-Dec rush; 2 of 5 experts wrote their exams.
Onboarding Time: The transition was ~10 days for the experts to get used to the new interface.
LMS Modules: It was helpful. However, a more detailed walkthrough of the individual editor features, use, and functionalities available in the interface could be more helpful. For example, the "help tutorial" should be available for regular access.
Student Question: Zoom in/out features for student questions images. Experts found the Image rotation feature helpful. Better utilisation of real estate with expands and collapse capabilities.
Product Discovery Process:
We have created a modified version of the Google design sprints methodology to help us integrate design thinking in our discovery process.
Step 1: Understand, Define and Align - 2-3 weeks.
Kickoff, Understand needs, collect data, User journey mapping
Step 2: Ideate - 1 week per design sprint
Recap of learnings, Ideation workshop, Prototype, test, Wrap up with next steps
Step 3: Iterate & Combine - 4 weeks
Top ideas generated in design sprints , Identify areas of friction & dissonance, Create a unified end to end experience across web & native.
TImeline: 1 week per design sprint
Participants: Core (PM, UXD, EXR, UXCD, PMM), Specialists (Data science, content) Run parallel design sprints for each focus area identified. •These sprints are run best when all participants are together in person for a week. They clear out their calendars and are 100% focused on the sprint.
Include native team in each area of work. They will work asynchronously on ideation & prototyping but join in for synchronous sharing at specific milestones.
Editor icons
Vector illustrations
Color palette
Increased focus on accessibility than it was previously. Additionally, each component has been reviewed by Deque for additional to ensure we meet a11y standards and will be acceptable for all types of users.
Enhanced components
More advanced components with cleaned-up code.
An expert should be able to skip a question on the new platform.
An expert should be able to post text/image-based answers to a question on the new platform.
An expert should be able to navigate to the dashboard on the old platform from the new answering platform.
When an expert answers a question, the answer should show up in the "My Answers" section and update the My stats for the day, week, and month for the same expert.
When a student/SME rates an answer(excluding India IP ratings), it should show up in rated solutions and update the My stats CF score for the expert for the day, week, and month.
When an expert applies any dashboard message rules, the particular message should appear on the dashboard.
When a student comments on an answer, that comment should appear in the list of statements shown to the expert on the view answer page.
When the expert comments on an answer, the following should happen:
Student comments should show on the expert's view answer page.
The student(question asker) should be notified of the new comment
The student(question asker) should see the words while they view the answer page.
Risk:
Experts' adaptability to new systems might impact the KPIs.
Expert experience hindrance due to any issue in the handshake of the old and new applications.
Mitigation:
We will test this with a controlled user test to ensure the KPIs are not impacted and then roll it out to other experts.
If we see any impact on the KPIs, we will roll back to the current experience. We will provide a fallback to redirect to recent answering experience.
The introduction of Design Thinking culture is not a linear path, it's a big mass of looping back to different places in the process.
The thought process intends to
As a Signed-in employee: I want to easily navigate across Chegg surfaces so that my experience across Chegg remains uniform. I want to be able to access TBS solutions across mobile devices so that I can access TBS easily from anywhere.
For Students and Experts: Currently, ~80% of all new questions and answers posted are images. Enhanced OCR is a new model developed by data science and UX which enhances the output of the question posted in the form of image resulting in better readability of the question text.
Camera to discover content: Having a visual indication of solutions that are Enhanced content or contain video will enable the user to choose the best solution to fit their needs. Camera as a search method is becoming a basic feature for students to expect in content and search-oriented apps
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