Overview
As a pioneer in the field of online legal education, easylaw provides students with convenient and efficient access to advanced study materials.
Its extensive experience enables it to equip students with the necessary tools to succeed in certification exams and tackle the challenges of the legal market.
Main Problem
The company's online learning system, used by thousands of students, suffers from a support request management issue.
The high volume leads to many requests not being addressed in a timely manner or getting lost due to the lack of an organized tracking system.
This approach, which relies mainly on email exchanges, creates chaos and inefficiency for both the support team and the subscribers.
Its extensive experience enables it to equip students with the necessary tools to succeed in certification exams and tackle the challenges of the legal market.
Added Problems
Subscriber data is not organized:
User and payment management is cumbersome and requires tracking.
Lack of business insights:
The absence of a system for collecting revenue data prevents the company from making informed business decisions.
Goals & KPIs
My goal is to address all the existing challenges in the system:
Managing support requests in a consistent and organized manner,
Allowing for frequent and easy updates to databases for users,
Collecting data on revenue from clients.
KPIs
Increasing profitability
Provide the user with a clear and detailed view of the income at all times.
Improving customer satisfaction
Minimize the average wait time for inquiries on the website.
The Research
User Interviews
I conducted user interviews to gain firsthand insights,helping me understand and prioritize the challenges they are facing.This approach efficiently identified pain points.
User Persona
Users’s pain points
User and payment management is cumbersome and requires tracking.
Revenue data is not displayed at any time.
Customer inquiries are lost in emails, lacking documentation and tracking
The Insights
Presentation of possible solutions following identification of users' pain points
The specific needs of different users in the admin system are:
Subscription and Payment Management
- Creating detailed lawyer profiles and defining user access levels based on roles and authorities.
- Monitoring ongoing payment collections. Setting reminders and alerts for payments.
Subscription revenue data displayed
- A visual user interface that allows for in-depth analysis of revenue data through a variety of customizable graphs.
Client Inquiry Management
- Collect & organize user inquiries.
- Track inquiry status, set reminders.
- Define & monitor response time targets.
Market research
and competitors
These tools offer intuitive and powerful user interfaces that can serve as an excellent foundation for admin interface inspiration.
Design
Dashboard Screen
The home page provides a quick overview of the system and offers a clear picture of the urgent actions required.
It provides a comprehensive view of the quantitative data, including a monthly comparison to display trends.
The graph reflects the system's success and aids in planning marketing strategies.
Recent inquiries received with the option to access all inquiries immediately.
A list of canceled subscriptions, requiring immediate attention to the reason for cancellation.
Clear and organized side navigation.
Customer inquiries
Instant display: The number of new inquiries is shown in the side menu for maximum convenience.
Smart organization: Subcategories in the navigation menu allow for easy and efficient navigation between options.Use badges in varying colors to highlight the user's status.
Full tracking: Track inquiries that have been closed by categorizing them into different tabs.
Advanced filtering: Filter inquiries by status or category for efficient focus.
Flexible editing: Edit inquiries, change status, assign to representatives, and delete inquiries easily.
System message across the screen in the top bar to draw the user's attention to an important message and prompt urgent action.
Customer inquiries
Side Panel
Maximum user comfort:
- Quick and easy access to the details of each request with a single click.
- Seamless navigation between different requests without the need to repeatedly open and close windows.
More efficient work:
- Intuitive data organization that allows for easy tracking of request progress.
- Time and effort savings thanks to a user-friendly interface.
Full control over requests:
- Ability to track the complete history of each request.
Flexibility in managing requests:
- closing, transferring to another representative, and responding to messages.
Subscribers Screen
This screen displays all the subscriptions in the system.
You can filter them by subscription status, subscription type, and customer type.
Additionally, you can sort the list by the date of joining by clicking the small arrow at the top of the column.
A user card
Editing personal and business profiles: You can easily and quickly update all relevant details.
Adding multiple users:
There is an option to easily attach additional users under the same subscription by importing an Excel file.
Convenient and intuitive menu:
The side menu is organized by clear categories, so users can quickly find what they're looking for.
Simplicity and efficiency:
I have streamlined the options to facilitate use and ensure a smooth user experience.
Takeaways
I was an active participant in the interface design process, starting with in-depth research on user and competitor needs.
I identified the main challenges faced by users and developed creative and focused solutions.
The close collaboration with the development team allowed me to convey my insights and ensure that the final design meets the users' needs.
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