Search Paradigm

Help students browse more solutions on their homework-help questions to increase satisfaction

This project was an initiative that transformed the entire product experience within a very limited timeframe. Through this project, you will see my design strategy for achieving a significant impact within tight constraints. The project was completed in just one month, and the results were remarkable.

OUTCOME

Increase content consumption by 9%
Increase satisfaction by 2%
Reduce cancellation request by 2%

PLATFORM

Responsive Web

ROLE

Design Lead

TEAM

1 Product Manager
1 Content Designer
4 Software Engineers

TIMELINE

July 24 – Sep 24

CONTEXT

Chegg is a QnA platform where 5M+ students ask homework help questions and get step-by-step solutions.

Chegg is an EdTech company with over 5M+ paid subscribers globally. One of Chegg’s core products is a QnA platform where students can ask homework-help questions and receive step-by-step solutions created by subject matter experts or Chegg AI.

PROBLEM

Satisfaction decreased since students struggled to browse multiple solutions in the current UX pattern (CUI).

The current UX pattern of the QnA platform was a conversational user interface (CUI). While the CUI increased engagement, satisfaction decreased—a critical metric as it directly impacts cancellations, reducing our primary source of business revenue.To understand the root cause of this issue, I analyzed both quantitative and qualitative user data. I found that users struggled to browse multiple solutions due to the CUI's limitations, such as its inability to display a comprehensive list of similar QnAs and the excessive scrolling required to explore multiple solutions.

SOLUTION

Introduce a new UX pattern — a Search paradigm with a Right panel for content preview — to streamline the solution discovery journey and improve browsing through multiple solutions.

Through the 3 days design sprint with stakeholders, we’ve reached on agreement to run an experiment with a new hypothesis of ‘By giving the search results and right panel, students are able to easily navigate multiple solutions and double confirm their solutions.’To meet the tight timeline, we’ve defined the minimum viable features (MVP) that can verify the hypothesis. And after the A/B test, we’ve decided to optimize the design based on the usage.

IMPACT

We achived a significant increase in our success metrics: both engagement and satisfaction, also it reduced cancellation requests as well.

Content Consumption

+ 9.2%

Satisfaction Score

+ 2.8%

Subscription Cancel Rate

- 2.0%