Decrease Operational Time with Automation of Enrollment Process

Due to NDA, I only share process of creating and implementation of automation.

INTRO

We found the inefficient process of the first version

A few weeks after our 1.0 version of LMS was released, operation time was realized by the marketing team struggling to enroll hundreds of students from some schools in the exhibition. They need time to enroll, resulting in students waiting for a few minutes before trying our app.

Just an learning activity platform

Challenges

What Automation is? It is my First Times

It is my first time designed the automation. I didn’t understand well about it make me spent about 1 day to explore current design, how automation works, and how our design could be automated.

Understand Contexts to Decide Which Flow Need to be Added

I need to understand to the related contexts with this problem. I also need to check is the problem only design the enrollment package? Or need I update another existing features?

CURRENTLY, WE ONLY HAVE MINIMUM FEATURES

We Have No Registration Page Yet, All Students Registered from Dashboard by Ops Team

Design are ready. But, due to focus to B2B, we cutting some features to catch the timeline. But, when we starting to open the B2C customer, we starting with same condition as B2B condition and using minimum registration flow, registering new user from dashboard. In this time, we have 2 registrations flow through (registration for Institution and General). B2B registered based on student list from school, and our ops team will help to input all data. The general when student come to exhibition or school promotion, our ops team will input them from dashboard.

No registration in login page

Registration only via admin dashboard

Ops Team Need to Enroll Student One-by-One to Some Courses

In limited time to develop, we decided to create from basic and make sure even enroll 1 student will have no issue.

All enrollments lists

Enroll new student (only can enroll 1 student at this time)

Select courses for students

Student enrolled to courses

SOLUTION ITERATION

It Started that Our MVP Turned Outdated after 2 Weeks Promotion and We Got New Problem, “Ineffectiveness”

The promotion more massive, the student registration is following the condition. We found some new issue as the MVP features as mentioned, we have no registration page yet cause ops team need to enroll one-by-one hundreds of new registration when attending the exhibition. It cause longer time to enroll all enrollments, for example when adding 10 students to 6 courses, we need about 4 mins.

Due the Problem, Try to Solve with Exploring Context and Iterating the Design. I gather information from ops team how they running the flow and try exploring some context and discuss with them. Then, design based on contexts and information I got from ops team.

From Enrolling Multiple Times to 1 Click Enrollments

Exploring some flow and compare with the current (red), finally get some flow that possible cutting the operation time. After some iteration, we found the Improvement #2 will be the best way for this problem due to separate data between B2C and B2B users.

Flow Iterations

Self-Registration with Prepared Voucher Code

Think how if student can register by themselves from sign-up page and entering code shared to users for getting enrolled might be helpful. It also can decrease ops job and focus to another

Creating enrollment package and code

Add registration page for public

Registered student will enrolled to many courses automatically

With Enrollment Packages, Operational Time Decreased

Enrollment packages succeed to decrease operational time from 6 jobs to 2 jobs after develop the automation.

Before - After Comparison

Implementation smoothly done without any issues. But, checking the implementation takes time because this still my early days checking the quality. Sometimes missing to check some edge cases but finally done and ops team used it.

LEARNING POINTS

Basic Flow Needed before Automate

Learn a lot from my PM about basic implementation is really important before doing more complex feature. It makes me to think basic first then enhance when it’s got problem or in the right time. It also makes the users feel the solutions works and they feel supported.

Make Sure All Edges Cases Covered

I think it just improve in 1 place, but the actual I have to check all cases possibility that related to the feature we want to develop. It was not easy, really

Manual Quality Assurance Need to Check the Flow Completely

We don’t know what our users think. What I learn about is, checking the quality extremely. Check whatever possibility might be doing by our users. For example, how if the package already used is deleted, what will occur, how to prevent it, etc.

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Denny Al Farisi