Level Up is a start up that connects women mentors & mentees using a streamlined matching approach based on role, industry, career interests & goals. Its mission is to help women to find a way to connect with and access mentors because they often struggle with sourcing leadership and guidance advice to accelerate their professional activities.
How might we help the mentee onboarding flow be safe and secure for users to sign up?
How might we make a streamlined process while gathering enough data to facilitate targeted and quality matches?
How might we update existing user flows where it is cohesive and complete their MVP for testing?
Currently, Level Up is building out its Minimum Viable Product (MVP) and wants the UX team to fine-tune and flesh out both mentor/mentee flows, prototype, and test them to ensure it meets the goals of both users seeking this type of platform. They want it to be easy, seamless, and efficient and meet the needs of both their mentors and mentees.
The plan allowed us to do the following:
Making sure we kept the project within our timeframe
Holding each team member accountable
Organize and divide the work among the team members. Each member was expected to have 35 to 40 hours. Â
It began when I wanted to learn more about mentorship. We discovered that LevelUp was in the first stages of its iteration and had some existing research that they used to back up its flow. However, we wanted to do our own by conducting user interviews and reading articles to gain quantitative and qualitative data.
The goal was to gain insights into our target audience's goals, pain points, and needs. By having these insights, we were able to validate our assumptions when completing the flows and MVP.
Affinity map showing user testing results from previous rounds and interviews we conducted. The red is the areas that we used in our validation and were common around the testing.
In addition to our research, we analyze LevelUp's current user flow and wireframes to identify pain points and see where we can add value. Due to time, we did a mike mile where we put ourselves in the users' shoes and went through each step-by-step process. After identifying the key problems, my team and I identify solutions to each flow.
To make sure that our solutions align with the product owner’s vision, we set up a call with the Product Owner and the lead UX designer. We also used Figma comments to keep the project moving. Overall the owner and lead was open to our suggestions and to make sure that we hit the key points.
I wanted to make sure that I stayed on topic with the MVP and kept the client's vision in mind. I wrote some problem statements.
How might we help women mentees find women mentors to advance in the workplace?
How might we make a streamlined process while gathering enough data to facilitate targeted and quality matches?
After communicating with the product owner and team lead at LevelUp, I looked at different features from ADPLIST and Calendly for inspiration. Then, I began ideating and sketching my designs and ideas to my assigned flow for feedback which was the mentee onboarding. Since most of the wireframes were completed with the flow, I left them as-is and updated them. Overall, the team at Level Up wanted us to do high-fidelity mocks/mid-mocks, so we did a mixture of both when ideating.
The product owner and lead wanted to ensure the platform was secure and wanted real people to sign up. To accomplish this, I added a frame at the beginning of the flow where users had to confirm their email. This way, they are not getting security, but they will need to verify that they are a person to continue on sight.
With the feedback from my team, engineers, and the product owner, we decided to do the following.
After communicating and collaborating with engineers, the product owner, and teammates, I updated the flow and copy to make it simpler and not feature-heavy. Then, I mapped out the interaction in Figma, so we could conduct usability testing with both mentors and mentees.
I conducted 2 of the 5 moderated remote interviews for mentees to gain insights and receive feedback by sending out a screener through different social media platforms. We had a total of 10 participants for both mentor and mentee. Since I was responsible for the mentee onboarding, these would be some usability issues that I would fix.
Tasks were completed quickly by mentees. It was easy for participants to complete all tasks including the onboarding flow, finding a mentor, starting a call, and being able setting up recurring sessions.
Many participants were satisfied with the overall experience. Participants felt like a whole they would use the product when it launched. It was easy for them to use.
The survey was incomplete and that is the reason why we had a lower CSAT. Many participants did not fill out the form. This resulted in a lower-than-expected CSAT score. Â
Too many notifications. LevelUp's overall process is checking notifications, however as I observed there are some users who don’t check notifications as much as others, especially when it comes to recurring sessions. I believe if we have more options for the users who don’t use notifications as much, we can have a higher CSAT. Â
Speaking to Engineers and the Product Owner. Through my experience with LevelUp, I had the opportunity to collaborate with engineers and the product owner. By having their insights, I was able to make adjustments to the product. Â
Continue to test the product and iterate upon it. By updating features and having more opportunities for participants to book, I know the product will increase CSAT. Â
Conduct and analyze more research. I would like to continue gathering qualitative and qualitative data from users, competitive (google analytics), and secondary research to improve the LevelUp product. Â
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