Enrolmy Parent Portal

One of my first initiatives at Enrolmy was bench-marking our activity booking process with parents. After conducting 5 moderated in-person usability tests, some of the findings backed up by our customer service staff indicated that parents didn’t find managing their accounts after the initial booking process very easy. The user testing helped us imagine what an improved parent portal experience might look like. We defined some key tasks we wanted to improve;

• Updating details such as phone number and address
• Where to pay for an activity
• The ability to edit permissions around child access

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Our initial user testing had identified some confusion with the Information Architecture in the parent admin area. With some potential changes to this area proposed, I thought a card sorting exercise would be worthwhile. I set up an online card sort with our team using Optimalsort. The groupings that came out of that study were:

• My Account
• My Family
• My Bookings
• My Finances
• My School
• Complete Enrollment

This knowledge helped to form a new information structure that fell under My Enrolmy – the working title for the dashboard. I prototyped a low fidelity version of the dashboard in Just in Mind. Which was essentially an interactive wireframe. There were some challenges, including how to make the complex area of family permissions who had access to a child’s information clear.

Guerilla User Testing

In order to validate the prototype I proposed a round of guerilla user testing in the food-court of the local mall. We timed the test for the school holidays where we were sure there would be parents there with their children. Armed with an intern for recording observations and a hand full of coffee vouchers we hit the mall. To my surprise getting input was very easy. People were more than happy to give us feedback and have a play with the Just in Mind prototype which I’d taken over on an iPad.

Findings

We found that users could complete the task of changing their contact details easily, which had been challenging with the current design. We discovered that some of the language we used in our navigation didn’t quite resonate. Users found the addition of My in front of the section unnatural. The participants also found the screen a bit busy.

The revised prototype took that feedback into account and considered the idea that in a parent’s busy life, the most timely and pressing information had to be presented first. We wanted to create a tool that helped parents manage the demands and feel in control and on-top of things rather than overwhelmed with information.

In order to understand how the parent portal fit into parents lives in a larger context and how it could be used as a tool to really help transform their lives I ran a empathy workshop. Not all our staff were parents and not all the parents had had the job of main kid wrangler in the house so this exercise aimed to help everyone from devs to CEO have empathy and understanding for Elizabeth our parent persona’s challenges. The main aims of the workshop were to gain…

• Insights
• Empathy
• Clarity

I divided the team into two cross functional groups and got them to populate Empathy maps of what Elizabeth might be thinking, feeling and doing. I wanted to find har pain points and where there were opportunities for gains. I used two scenarios to focus the ideas.

Scenario 1

Elizabeth has been a stay at home mum for the last 10 years. She’s just started working again part time. In her first week back her 10 year old daughter comes home from school in tears. Elizabeth then finds out it was mufty day at school and her daughter was the only child in her class in uniform and she got teased all day.

Scenario 2

Elizabeth’s son has just had a allergic reaction, likely to be nuts, and they’ve just spent a stressful night in A&E. Elizabeth son attends after school care where snacks are provided plus she’s just booked him into a school holiday programme where lunch is included.