The support system is an automated and interactive platform where users can engage with their batchmates to discuss queries and, if needed, receive instant assistance from the chatbot
Time Line
3 Month,
November 2023 - January 2024
Deliverables
Research, Conceptualization,
UI Flows, Visual Design, Interaction Design,
User Testing
Team
Adhyeta Patel ( Team Lead )
Mrunal Kannamwar ( Team Member )
Albin Babu ( Team Member )
Me ( Team Member )
As a UI/UX designer, I contributed to research, visualization, , conceptualization, UI flows, and visual design while collaborating with designers and developers throughout the project.
Problem Statement
Most users requested a community platform to connect with their batchmates. Since the support team isn’t available around the clock, users often face delays in getting their queries resolved. To address this, we needed to automate the entire system. Our goal was to boost our Daily Active Users (DAU) and Monthly Active Users (MAU)
Project
Goal
The main objectives were to streamline the support process, minimize reliance on support personnel, monitor user behavior and engagement trends, and increase daily and monthly active users
Concept Story
Visual representation of the problem and project scenario, highlighting key challenges, user needs, and the overall context to better understand the issues at hand and the objectives of the initiative.
1
?
While studying on an online platform, Rohit suddenly stumbled upon a doubt, leaving him puzzled.
2
Rohit reached out to the admin for help, but no reply came—frustration set in
3
!!!
Rohit struggled to reach his batchmates and felt demotivated without their contact details.
Design Process
The main objectives were to streamline the support process, minimize reliance on support personnel, monitor user behavior and engagement trends, and increase daily and monthly active users
Competitive Analysis
We performed a detailed competitive assessment of Stack Overflow, Dev.to, Hashnode, GeeksforGeeks, and Reddit to evaluate their market positioning. This allowed us to grasp the fundamental features each competitor utilized and recognize opportunities for our solution to address unmet needs.
📌
User Interview
Through interviews with new and existing users, we learned that many were frustrated with long support response times. They also showed strong interest in a peer-to-peer engagement feature that would allow them to ask and answer course-related questions within the community
📌
Data Analysis
We performed a detailed competitive assessment of Stack Overflow, Dev.to, Hashnode, GeeksforGeeks, and Reddit to evaluate their market positioning. This allowed us to grasp the fundamental features each competitor utilized and recognize opportunities for our solution to address unmet needs.
📌
User Persona
We created user personas to understand our users’ needs, thoughts, and feelings. These personas give us clarity about their goals and challenges, helping us build our product that truly supports their learning journey
📌
Product Ideation
Designing the user Flow allowed us to map out an intuitive flow that enhances students' navigation, ensuring seamless access to the product. This structured approach not only simplifies their journey but also aligns with their needs, creating a more efficient and satisfying user experience
Product Ideation
Designing the user Flow allowed us to map out an intuitive flow that enhances students' navigation, ensuring seamless access to the product. This structured approach not only simplifies their journey but also aligns with their needs, creating a more efficient and satisfying user experience
Design Solutions
Community Platform
Designing the user Flow allowed us to map out an intuitive flow that enhances students' navigation, ensuring seamless access to the product. This structured approach not only simplifies their journey but also aligns with their needs, creating a more efficient and satisfying user experience
Chatbot Megatron
A chatbot was deployed to deliver instant responses to frequently asked questions. Megatron was built to manage most inquiries, greatly minimizing reliance on support personnel.
Gamified Experience
Created an interface that encourages user participation by displaying a ranking board, implementing a reward system, and awarding badges based on user engagement
Low-Fidelity Design
The main objectives were to streamline the support process, minimize reliance on support personnel, monitor user behavior and engagement trends, and increase daily and monthly active users
High Fidelity Designs
After collaborating with our team to refine the low-fidelity design, we transitioned to high-fidelity design to define the final visual style and interactive elements
Clicking on the queries card navigates to the Queries Detail Page.
Select Your Course
Top Performer
Popular Queries Card
Create Your Own Queries
Support System Home Page
The support system's homepage provides a seamless experience, displaying all course-related queries for purchased courses. Users can create their own queries, analyze top students, and view comments on discussions. A chat feature fosters collaboration, allowing students to connect with their batchmates effortlessly
Add Comments over Queries
Chat Section for communicating with other Group Members
Queries Detail Page
Clicking on a query card takes the user to a detailed page that provides an in-depth view of the query and its answers. On this page, users can engage by liking, disliking, saving, and commenting on the query and its answers. Additionally, they can view and interact with comments from other users, enhancing the discussion
Detailed Query
Chat boat which deliver instant response
Create Your Queries
You can easily add your query to the list for a smooth and hassle-free experience
Choose Your Course and batch for filtering Your Queries
Mail History
You can easily add your query to the list for a smooth and hassle-free experience
Create New Queries
Your Mail History
Sending Voice Notes
Chat Section
Seamless video and audio call options for easy communication
Chat Screen
Students can ask questions to Megatron, the AI chatbot, for quick and helpful responses. They can also interact with their batchmates to discuss and clarify doubts, fostering a collaborative learning experience
Chat Screen where students communicate with their batchmates
Audio Chat
Students can connect with their batchmates through voice calls, allowing them to clarify doubts instantly and engage in interactive discussions. This real-time communication enhances collaboration, reduces misunderstandings, and creates a more intuitive and engaging learning experience
Video Chat
Students can engage in real-time discussions with their batchmates through video calls, making it easier to clarify doubts and grasp concepts. This interactive feature fosters better engagement, minimizes misunderstandings, and creates a more immersive learning experience
Result
Increased DAU ( Daily Active Users ) by 30% with the new Support System
⭐
Many users preferred reaching out directly to the Ineuron admin via the Mail feature rather than consulting their batchmates, highlighting a lack of confidence in peer responses. To improve the user experience, we will prioritize fostering trust within the community platform, encouraging collaborative learning and reliable peer interactions
⭐
Additionally, Megatron, our chatbot, struggled with image-based queries as it couldn't extract text from images. Enhancing this capability will be a key focus in future updates to improve user experience and ensure more seamless query resolution
⭐
To improve user engagement, we plan to integrate video and audio conferencing features, enabling more effective communication. Additionally, if Megatron cannot resolve a query, users will have the option to escalate unresolved issues to a human agent for personalized support
Our project focused on understanding students' needs while they engage with our online learning platform. To achieve this, we actively connected with students through various channels to uncover their key pain points and enhance their learning experience
Another challenge was ensuring a seamless experience for students by coordinating multiple teams, including development team , mentors, and support staff. Our goal was to align their efforts to effectively translate student needs into practical solutions within the platform
One of the key challenges of our project is the strict timeline of three months. Within this period, we must conduct initial research, synthesize insights, design solutions, validate with users, and hand off the final deliverables to the development team. Additionally, we need to account for iterative refinements based on feedback, ensuring that all necessary alterations and corrections are addressed without compromising the quality of the user experience
Project Challenges
Let’s keep the momentum going next up
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Linked In
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Learn More
Inueron Support System
The support system is an automated and interactive platform where users can engage with their batchmates to discuss queries and, if needed, receive instant assistance from the chatbot
Time Line
3 Month,
November 2023 - January 2024
Deliverables
Research, Conceptualization,
UI Flows, Visual Design, Interaction Design,
User Testing
Team
Adhyeta Patel ( Team Lead )
Mrunal Kannamwar ( Team Member )
Albin Babu ( Team Member )
Me ( Team Member )
As a UI/UX designer, I contributed to research, visualization, conceptualization, UI flows, and visual design while collaborating with designers and developers throughout the project.
Problem Statement
Most users requested a community platform to connect with their batchmates. Since the support team isn’t available around the clock, users often face delays in getting their queries resolved. To address this, we needed to automate the entire system. Our goal was to boost our Daily Active Users (DAU) and Monthly Active Users (MAU)
Project Goal
The main objectives were to streamline the support process, minimize reliance on support personnel, monitor user behavior and engagement trends, and increase daily and monthly active users
Concept Story
Visual representation of the problem and project scenario, highlighting key challenges, user needs, and the overall context to better understand the issues at hand and the objectives of the initiative.
1
?
While studying on an online platform, Rohit suddenly stumbled upon a doubt, leaving him puzzled.
2
Rohit reached out to the admin for help, but no reply came—frustration set in
3
!!!
Rohit struggled to reach his batchmates and felt demotivated without their contact details.
Design Process
The main objectives were to streamline the support process, minimize reliance on support personnel, monitor user behavior and engagement trends, and increase daily and monthly active users
Competitive Analysis
We performed a detailed competitive assessment of Stack Overflow, Dev.to, Hashnode, GeeksforGeeks, and Reddit to evaluate their market positioning. This allowed us to grasp the fundamental features each competitor utilized and recognize opportunities for our solution to address unmet needs.
📌
User Interview
Through interviews with new and existing users, we learned that many were frustrated with long support response times. They also showed strong interest in a peer-to-peer engagement feature that would allow them to ask and answer course-related questions within the community
📌
Data Analysis
We examined support team data to pinpoint frequent user inquiries and high-traffic periods for support requests. This evaluation offered valuable insights into user behavior and trends
📌
User Persona
We created user personas to understand our users’ needs, thoughts, and feelings. These personas give us clarity about their goals and challenges, helping us build our product that truly supports their learning journey
📌
Product Ideation
Designing the user Flow allowed us to map out an intuitive flow that enhances students' navigation, ensuring seamless access to the product. This structured approach not only simplifies their journey but also aligns with their needs, creating a more efficient and satisfying user experience
Design Solutions
Community Platform
Designed an interactive discussion hub where learners could share inquiries, engage with classmates, and create study circles. This functionality encouraged collaboration and enabled users to receive prompt support from their peers
Chatbot Megatron
A chatbot was deployed to deliver instant responses to frequently asked questions. Megatron was built to manage most inquiries, greatly minimizing reliance on support personnel.
Gamified Experience
Created an interface that encourages user participation by displaying a ranking board, implementing a reward system, and awarding badges based on user engagement
Low-Fidelity Design
The main objectives were to streamline the support process, minimize reliance on support personnel, monitor user behavior and engagement trends, and increase daily and monthly active users
High Fidelity Designs
Detailed Query
Queries Detail Page
Clicking on a query card takes the user to a detailed page that provides an in-depth view of the query and its answers. On this page, users can engage by liking, disliking, saving, and commenting on the query and its answers. Additionally, they can view and interact with comments from other users, enhancing the discussion
Add Comments over Queries
Chat Section for communicating with other Group Members
Clicking on the queries card navigates to the Queries Detail Page.
Support System Home Page
The support system's homepage provides a seamless experience, displaying all course-related queries for purchased courses. Users can create their own queries, analyze top students, and view comments on discussions. A chat feature fosters collaboration, allowing students to connect with their batchmates effortlessly
Chat boat which deliver instant response
Select Your Course
Students Performance
Popular Queries Card
Create Your Own Queries
Create Your Queries
You can easily add your query to the list for a smooth and hassle-free experience
Choose Your Course and batch for filtering Your Queries
Mail History
You can easily add your query to the list for a smooth and hassle-free experience
Create New Queries
Your Mail History
Sending Voice Notes
Chat Section
Seamless video and audio call options for easy communication
Chat Screen
Students can ask questions to Megatron, the AI chatbot, for quick and helpful responses. They can also interact with their batchmates to discuss and clarify doubts, fostering a collaborative learning experience
Chat Screen where students communicate
with their batchmates
Audio Chat
Students can connect with their batchmates through voice calls, allowing them to clarify doubts instantly and engage in interactive discussions. This real-time communication enhances collaboration, reduces misunderstandings, and creates a more intuitive and engaging learning experience
Video Chat
Students can engage in real-time discussions with their batchmates through video calls, making it easier to clarify doubts and grasp concepts. This interactive feature fosters better engagement, minimizes misunderstandings, and creates a more immersive learning experience
Result
Increased DAU ( Daily Active Users ) by 30% with the new Support System
⭐
Many users preferred reaching out directly to the Ineuron admin via the Mail feature rather than consulting their batchmates, highlighting a lack of confidence in peer responses. To improve the user experience, we will prioritize fostering trust within the community platform, encouraging collaborative learning and reliable peer interactions
⭐
Additionally, Megatron, our chatbot, struggled with image-based queries as it couldn't extract text from images. Enhancing this capability will be a key focus in future updates to improve user experience and ensure more seamless query resolution
⭐
To improve user engagement, we plan to integrate video and audio conferencing features, enabling more effective communication. Additionally, if Megatron cannot resolve a query, users will have the option to escalate unresolved issues to a human agent for personalized support
Inueron Support System
The support system is an automated and interactive platform where users can engage with their batchmates to discuss queries and, if needed, receive instant assistance from the chatbot
Time Line
3 Month,
November 2023 - January 2024
Deliverables
Research, Conceptualization,
UI Flows, Visual Design, Interaction Design,
User Testing
Team
Adhyeta Patel ( Team Lead )
Mrunal Kannamwar ( Team Member )
Albin Babu ( Team Member )
Me ( Team Member )
As a UI/UX designer, I contributed to research, visualization, , conceptualization, UI flows, and visual design while collaborating with designers and developers throughout the project.
Project Goal
The main objectives were to streamline the support process, minimize reliance on support personnel, monitor user behavior and engagement trends, and increase daily and monthly active users
Concept Story
Visual representation of the problem and project scenario, highlighting key challenges, user needs, and the overall context to better understand the issues at hand and the objectives of the initiative.
1
?
While studying on an online platform, Rohit suddenly stumbled upon a doubt, leaving him puzzled.
2
Rohit reached out to the admin for help, but no reply came—frustration set in
3
!!!
Rohit struggled to reach his batchmates and felt demotivated without their contact details.
Design Process
The main objectives were to streamline the support process, minimize reliance on support personnel, monitor user behavior and engagement trends, and increase daily and monthly active users
Competitive Analysis
We performed a detailed competitive assessment of Stack Overflow, Dev.to, Hashnode, GeeksforGeeks, and Reddit to evaluate their market positioning. This allowed us to grasp the fundamental features each competitor utilized and recognize opportunities for our solution to address unmet needs.
📌
User Interview
Through interviews with new and existing users, we learned that many were frustrated with long support response times. They also showed strong interest in a peer-to-peer engagement feature that would allow them to ask and answer course-related questions within the community
📌
Data Analysis
We examined support team data to pinpoint frequent user inquiries and high-traffic periods for support requests. This evaluation offered valuable insights into user behavior and trends
📌
User Persona
We created user personas to understand our users’ needs, thoughts, and feelings. These personas give us clarity about their goals and challenges, helping us build our product that truly supports their learning journey
📌
Competitive Analysis
We performed a detailed competitive assessment of Stack Overflow, Dev.to, Hashnode, GeeksforGeeks, and Reddit to evaluate their market positioning. This allowed us to grasp the fundamental features each competitor utilized and recognize opportunities for our solution to address unmet needs.
📌
User Interview
Through interviews with new and existing users, we learned that many were frustrated with long support response times. They also showed strong interest in a peer-to-peer engagement feature that would allow them to ask and answer course-related questions within the community
📌
Data Analysis
We examined support team data to pinpoint frequent user inquiries and high-traffic periods for support requests. This evaluation offered valuable insights into user behavior and trends
📌
User Persona
We created user personas to understand our users’ needs, thoughts, and feelings. These personas give us clarity about their goals and challenges, helping us build our product that truly supports their learning journey
📌
Product Ideation
Designing the user Flow allowed us to map out an intuitive flow that enhances students' navigation, ensuring seamless access to the product. This structured approach not only simplifies their journey but also aligns with their needs, creating a more efficient and satisfying user experience
Design Solutions
Community Platform
Designed an interactive discussion hub where learners could share inquiries, engage with classmates, and create study circles. This functionality encouraged collaboration and enabled users to receive prompt support from their peers
Chatbot Megatron
A chatbot was deployed to deliver instant responses to frequently asked questions. Megatron was built to manage most inquiries, greatly minimizing reliance on support personnel.
Gamified Experience
Created an interface that encourages user participation by displaying a ranking board, implementing a reward system, and awarding badges based on user engagement
Low-Fidelity Design
The main objectives were to streamline the support process, minimize reliance on support personnel, monitor user behavior and engagement trends, and increase daily and monthly active users
High Fidelity Designs
After collaborating with our team to refine the low-fidelity design, we transitioned to high-fidelity design to define the final visual style and interactive elements
Clicking on the queries card navigates to the Queries Detail Page.
Select Your Course
Students Performance
Popular Queries Card
Chat boat which deliver instant response
Create Your Own Queries
Support System Home Page
The support system's homepage provides a seamless experience, displaying all course-related queries for purchased courses. Users can create their own queries, analyze top students, and view comments on discussions. A chat feature fosters collaboration, allowing students to connect with their batchmates effortlessly
Add Comments over Queries
Chat Section for communicating with other Group Members
Queries Detail Page
Clicking on a query card takes the user to a detailed page that provides an in-depth view of the query and its answers. On this page, users can engage by liking, disliking, saving, and commenting on the query and its answers. Additionally, they can view and interact with comments from other users, enhancing the discussion
Detailed Query
Create Your Queries
You can easily add your query to the list for a smooth and hassle-free experience
Choose Your Course and batch for filtering Your Queries
Mail History
You can easily add your query to the list for a smooth and hassle-free experience
Create New Queries
Your Mail History
Sending Voice Notes
Chat Section
Seamless video and audio call options for easy communication
Chat Screen
Students can ask questions to Megatron, the AI chatbot, for quick and helpful responses. They can also interact with their batchmates to discuss and clarify doubts, fostering a collaborative learning experience
Chat Screen where students communicate with their batchmates
Audio Chat
Students can connect with their batchmates through voice calls, allowing them to clarify doubts instantly and engage in interactive discussions. This real-time communication enhances collaboration, reduces misunderstandings, and creates a more intuitive and engaging learning experience
Video Chat
Students can engage in real-time discussions with their batchmates through video calls, making it easier to clarify doubts and grasp concepts. This interactive feature fosters better engagement, minimizes misunderstandings, and creates a more immersive learning experience
Result
Increased DAU ( Daily Active Users ) by 30% with the new Support System
⭐
Many users preferred reaching out directly to the Ineuron admin via the Mail feature rather than consulting their batchmates, highlighting a lack of confidence in peer responses. To improve the user experience, we will prioritize fostering trust within the community platform, encouraging collaborative learning and reliable peer interactions
⭐
Additionally, Megatron, our chatbot, struggled with image-based queries as it couldn't extract text from images. Enhancing this capability will be a key focus in future updates to improve user experience and ensure more seamless query resolution
⭐
To improve user engagement, we plan to integrate video and audio conferencing features, enabling more effective communication. Additionally, if Megatron cannot resolve a query, users will have the option to escalate unresolved issues to a human agent for personalized support
Our project focused on understanding students' needs while they engage with our online learning platform. To achieve this, we actively connected with students through various channels to uncover their key pain points and enhance their learning experience
Another challenge was ensuring a seamless experience for students by coordinating multiple teams, including development team , mentors, and support staff. Our goal was to align their efforts to effectively translate student needs into practical solutions within the platform
One of the key challenges of our project is the strict timeline of three months. Within this period, we must conduct initial research, synthesize insights, design solutions, validate with users, and hand off the final deliverables to the development team. Additionally, we need to account for iterative refinements based on feedback, ensuring that all necessary alterations and corrections are addressed without compromising the quality of the user experience
Project Challenges
Project Challenges
Our project focused on understanding students' needs while they engage with our online learning platform. To achieve this, we actively connected with students through various channels to uncover their key pain points and enhance their learning experience
Another challenge was ensuring a seamless experience for students by coordinating multiple teams, including development team , mentors, and support staff. Our goal was to align their efforts to effectively translate student needs into practical solutions within the platform
One of the key challenges of our project is the strict timeline of three months. Within this period, we must conduct initial research, synthesize insights, design solutions, validate with users, and hand off the final deliverables to the development team. Additionally, we need to account for iterative refinements based on feedback, ensuring that all necessary alterations and corrections are addressed without compromising the quality of the user experience
Let’s keep the momentum going next up
Behance
Behance
Linked In
Linked In
Twittter
Twittter