User Research
I conducted informal interviews with parents (target users) to gather quantitative data, that informed design decisions.
If you had a magic button that fixed one part of the tutoring process, what would it fix?
I think scheduling to be honest . A button that aligned my calendar, the tutor’s, and my child’s perfectly every week would be a dream.
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What would make you stop using a tutoring service even if the sessions are good?
If I didn’t see any clear academic improvement over time, like test scores or grades going up. I’d question the long-term value and consider stopping.
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What makes you feel confident that a tutor is trustworthy and right for your child?
Someone who has some kind of education and experience
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“
If you had a magic button that fixed one part of the tutoring process, what would it fix?
I think scheduling to be honest . A button that aligned my calendar, the tutor’s, and my child’s perfectly every week would be a dream.
If you had a magic button that fixed one part of the tutoring process, what would it fix?
I think scheduling to be honest . A button that aligned my calendar, the tutor’s, and my child’s perfectly every week would be a dream.
“
“
“
“
What would make you stop using a tutoring service even if the sessions are good?
If I didn’t see any clear academic improvement over time, like test scores or grades going up. I’d question the long-term value and consider stopping.
What would make you stop using a tutoring service even if the sessions are good?
If I didn’t see any clear academic improvement over time, like test scores or grades going up. I’d question the long-term value and consider stopping.
“
“
“
“
What makes you feel confident that a tutor is trustworthy and right for your child?
Someone who has some kind of education and experience
What makes you feel confident that a tutor is trustworthy and right for your child?
Someone who has some kind of education and experience
“
“
“
“
Surveys conducted to determine user preferences to establish clarity- reducing cognitive load of the user.
User Journey Map.
Action
Parent notices child is struggling with schoolwork
Parent looking for a tutor/tutoring service.
Parent evaluates potential tutors or platforms
Parent books sessions, handles payment, and sorts out the schedule
Child attends tutoring sessions
Parent reviews the child's academic performance (test scores, grades)
-Try to help child with homework
-Get into contact with teacher
-Ask around for recommendations of tutor platforms
-Seek proof of effectiveness through testimonials.
-Communicate initial needs or expectations to the tutor.
-Observes changes in child's attitude
-Concered child might fail
-Where do I even start?
-Is online tutoring reliable?"
-"Is it worth the money?
-"Is this tutor trustworthy?
-Hopeful about the sessions starting
-"Are they making progress?"
-"Is my child comfortable?"
-Offer initial assessments to help parents pinpoint needs.
- Offer transparent pricing
-Offer guidance on preparing for the first session.
-Facilitate regular communication or feedback from the tutor
-Facilitate communication (e.g., trial sessions, initial chat) to help build trust
Task List
Feeling
adjective
Improvement
Oppertunities
Action
Parent notices child is struggling with schoolwork
Parent looking for a tutor/tutoring service.
Parent evaluates potential tutors or platforms
Parent books sessions, handles payment, and sorts out the schedule
Child attends tutoring sessions
Parent reviews the child's academic performance (test scores, grades)
-Try to help child with homework
-Get into contact with teacher
-Ask around for recommendations of tutor platforms
-Seek proof of effectiveness through testimonials.
-Communicate initial needs or expectations to the tutor.
-Observes changes in child's attitude
-Concered child might fail
-Where do I even start?
-Is online tutoring reliable?"
-"Is it worth the money?
-"Is this tutor trustworthy?
-Hopeful about the sessions starting
-"Are they making progress?"
-"Is my child comfortable?"
-Offer initial assessments to help parents pinpoint needs.
- Offer transparent pricing
-Offer guidance on preparing for the first session.
-Facilitate regular communication or feedback from the tutor
-Facilitate communication (e.g., trial sessions, initial chat) to help build trust
Task List
Feeling
adjective
Improvement
Oppertunities
Information Architecture
Onboarding
Screen
Do you have an account?
Create Account
Sign In
Password
Password
Do you want to match with tutor?
Yes
No
Yes
No
Skip to browse
Continue
Tutor matching questions 1/2
Tutor matching questions 2/2
Home Screen
Booking Confirmed
Explore Tutors
Easy Match
Tutor Feedback
Home Screen
Tutor Details
(Availability, Reviews, Achievements.)
Book Tutor
(Checkout Summary)
Onboarding
Screen
Do you have an account?
Create Account
Sign In
Password
Password
Do you want to match with tutor?
Yes
No
Yes
No
Skip to browse
Continue
Tutor matching questions 1/2
Tutor matching questions 2/2
Home Screen
Booking Confirmed
Explore Tutors
Easy Match
Tutor Feedback
Home Screen
Tutor Details
(Availability, Reviews, Achievements.)
Book Tutor
(Checkout Summary)
Paper Wireframes
Low-Medium Fidelity Wireframes
User Persona
Developing the user persona was important for this project as it helped me stay objective throughout the whole design process.
Age: 42
Marital status: Married
Occupation: Nurse
Location: Stellenbosch, W Western Cape
Sarah White
Goals
She wants to see tangible academic improvement in her son, specifically improved test scores and grades.
She’s wanting a trustworthy and qualified tutors who will be able to pinpoint and understand her child’s academic needs.
Frustrations
She wants a reliable and safe online tutoring service but she’s indecisive and needs effective proof of results and value which she hasn’t really seen yet.
Sarah often wonders if the tutor would adapt to her child's needs not sure whether she’d get value for the money spent on tutoring.
Bio
Sarah often feels she doesn't have the time to actively manage her children's education. She feels overwhelmed at times, finding it difficult to help her son with current schoolwork and recognizes when they need extra help. She’s willing to seek external support but is still skeptical using online platforms as she want a tutor she can trust to help her son succeed academically.
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You made it till the end!
Check out the rest of my projects
User Persona
Developing the user persona was important for this project as it helped me stay objective throughout the whole design process.
Goals
She wants to see tangible academic improvement in her son, specifically improved test scores and grades.
She’s wanting a trustworthy and qualified tutors who will be able to pinpoint and understand her child’s academic needs.
Bio
Sarah often feels she doesn't have the time to actively manage her children's education. She feels overwhelmed at times, finding it difficult to help her son with current schoolwork and recognizes when they need extra help. She’s willing to seek external support but is still skeptical using online platforms as she want a tutor she can trust to help her son succeed academically.
Frustrations
She wants a reliable and safe online tutoring service but she’s indecisive and needs effective proof of results and value which she hasn’t really seen yet.
Sarah often wonders if the tutor would adapt to her child's needs not sure whether she’d get value for the money spent on tutoring.
Age: 42
Marital status: Married
Occupation: Nurse
Location: Stellenbosch, Western Cape
Sarah White
Thanks For Viewing Tutornest!
You made it till the end! Check out the rest of my projects
Grethan Pienaar 2026 | Designer | grethanpienaar@gmail.com
Grethan Pienaar 2026 | Designer | grethanpienaar@gmail.com
Grethan Pienaar 2026 | Designer | grethanpienaar@gmail.com