Chegg Tutors is an on-demand tutor matching service. In 2015, a product leader found that a “Start a lesson now” feature — only used by 2% of users — resulted significantly higher lesson rates and returning users. We redesigned the core user experience around this insight.
Repurposing a feature yielded higher lesson rates
24% increase in conversion
$1M incremental revenue H1 2016
The redesign allowed users to submit a written request for help in a subject, which was then sent to all qualified tutors that could respond in less than one minute.
Before the redesign
Finding a tutor required searching a list of tutors, reviewing profiles, messaging potential tutors, and awaiting responses.
Product development, data analysis, business analysis, technical project management
Ethnographic research, contextual inquiry, usability testing and analysis
Product architecture, UX/UI design, prototyping, usability testing