Wiz Partners

Manage school admin work at ease

MY ROLE

Product Designer

ACTIVITY

User Research, Interaction Design, Visual Design, User Flows, Rapid Prototyping

CLIENT

Wiz Robotics

TIMELINE

March - June, 2024

TEAM

Jamie Tang, Software Engineer

Jack Zhou, PM & Owner

Jenny Wang, End User

Yichen He, Design Advisor

With an outdated CRM dashboard and a handful of needs being met, Wiz Robotics, a school that helps students with STEM, was losing valuable new customers and profit.


To flip the narratives, Wiz elevated the dashboard by revamping workflows, modernizing UIs and reimagining how they want to grow big. The result is a beautiful and effective CRM dashboard that is both easy to manage and helps staff to get work done. The product has its own name within the Wiz ecosystem - Wiz Partners.

ONE

Tool for all admin operations

+45%

Increase in user efficiency

+7%

Increase in conversion rate

/ THE PROBLEMS

Outdated tool is costly and insufficient

Wiz’s business is booming, attracting many new customers. However, the outdated tool is neither keeping up with the business's growth nor meeting the admin team’s needs to onboard or convert new customers efficiently.

Business Problem

Outdated dashboard does not help for growth

Disorganized user flows

Lack of features and data points

Outdated UI library

User Problem

Lack of efficiency to streamline admin work

Disorganized customer datas

Still rely on paper, Excel and human memories

Lack of automation

/ THE CHALLENGE

How to manage school admin work at ease and drive sales?

/ DESIGN STRATEGY

Start from the Step 0

I initiated the innovation process starting with customer registration and the ability for the admin to add different classes for purchase, as these are the foundational steps before any other “customer service” workflows. These two steps were also the most frequently mentioned pain points by employees during user interviews.

Conversion Funnel and Design Strategy

Image

/ DIVE IN: ENROLL NEW STUDENTS

Current Enrollment Blocks

The existing enrollment process shows an insufficient workflow that requires the user to go through unnecessary clicks and repetitive steps with no clear indicator that the students are in the same household.

Step 1: Reimagine the end result

Before jumping in to map out the new journey map, I took a step back to work with the team and reimagined what the end result would look like. We started from the Student List screen to finalize the data that requires immediate access and started from there.

Final Student List Screen

Image

Once we had all the data points, I transformed them into registration forms on a grid system and tested them out with the admin team to see if they were aligned with their daily operations. The form is on a grid system, so we can easily rearrange them if we want to fit them in other canvas sizes.

Registration Forms

Interactive

Step 2: New Workflow and New Layout

I first mapped out the new user journey that maximizes the conversion rate - after registration, users immediately move into purchasing to buy their first class. Both registration and purchasing UIs need to work for single and multiple student use cases.

New User Journey

Image

After testing some layout options, I found the multi-layer menu works best for the user to enroll multiple students and have their information on the same screen. This layout solves our problem and will keep users informed at all times.

Multi-layer Menu Info Architecture

Image

Step 3: Final Layout Anatomy

I first mapped out the new user journey that maximizes the conversion rate - after registration, users immediately move into purchasing to buy their first class. Both registration and purchasing UIs need to work for single and multiple student use cases. After testing out some options, I found the multi-layer menu works what we are trying to achieve.

Final Registration Forms Anatomy

Interactive

Enrollment Workflow Prototype

/ DIVE IN: PURCHASE CLASSES FOR MULTIPLE

Current Purchasing Blocks

The existing workflow of purchasing multiple classes for multiple students showed the same blocks - repetitive steps and clicks can be simplified.

Step 1: Identify Important Money Data

Currently, users can only manually type in discount codes with limited discount types, but Wiz offers multiple discount types as incentives. I categorized the discount types and use cases through interviews with the admin team.


From a customer standpoint, to place an order with confidence and transparency, the admin staff needs to have immediate access to all the cost details in front of them to minimize the wait time and optimize the conversion rate.

Discount Types

  1. Quantity

E.g Order more than # to get extra X% of discount

  1. Special

E.g Return customer, special gesture, etc.

  1. Total Cost

E.g Over $$ of total order to get the extra % of discount

Cost Details

  1. Per Course

E.g The selected course

  1. Per Students

E.g All selected courses for students

  1. Total Cost

E.g All courses for all the students

Step 2: New User Journey Exploration

Considering we already have a workflow to link students, I incorporated the result into the purchase flow as a “hint” so the user can encourage or remind the customer to add more students for purchase.

Different discount types are also part of the workflow and users can easily use the hint note or add special discounts as needed.

Step 3: Final Layout Anatomy

As I already created the forms and used the multi-layer menu layout, creating the purchasing workflow and UIs was fairly seamless.

Final Purchaing Forms Anatomy

Interactive

Final Purchase Workflow

Project Takeaways

The whole process back and forth took us around 5 different iterations to have the final winners. It was such a success to be able to solve the early stage burning problems and move forward with more confidence.

Here are some of the main impacts from the new workflows:

User vs. Customer

The “Admin” is the user I designed for, but the Students/Parents are our “customers”. Differences between these two personas helped me be mindful and empathetic for different goals.

Be mindful to connect dots

While working on 7-8 workflows simultaneously and to innovate workflows, being empathetic with the user and the customers helped me to be in “character” and connect the dots intuitively.

Leverage existing resources

The existing design system helped me go from 0 to 1 quickly. And I also leveraged Google Materials Library which saved a tremendous amount of time to create new components.

Open communication

We were lucky to work in a small team that was easy to book meetings to share ideas and insights from all directions. It helped us to be mindful of other’s work from the very beginning.

Let's make something great together!

roxy@roxyshi.com

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2024 Roxy Shi. All Rights Reserved.

Made with love, passion and the right amount of OCD.

Last updated by Roxy on

Wednesday, Jan 8, 2025