150k+ students
15k+ teachers
$100m+ annual revenue
Forbes #15 Russia Tech
Skyeng — #1 Russian Edtech Platform for learning a variety of subjects (40+ products), to people of different ages (kids, teenagers, adults), in various formats (1-on-1, self-study, groups, webinars, ISA). There are three main products: English for adults, math for schoolers, and English for kids.
<aside> 🔥 Analysing tech support tickets, we found a significant category of similar requests — transferring lessons from one product to another. So I designed a service that helps transfer lessons by yourself without a tech support operator. Our goal was that 20% of requests must go through this service. After nine months, we reached 50%. It helps reduce the overall number of tickets in tech support by 10% per month.
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The final version of the main screen
The company strived to increase the number of users with multiple products, and it’s started to grow. But, along with that, new challenges have begun to appear.
When my product manager managed the backlog for the next quarter, he paid attention to the category that grew faster than others. It was transferring lessons from one product to another. For example, you decided to stop English lessons for adults and want to transfer your lessons to math for your kids. Transferring like this was made by tech support operators and made up to 15-20% of the overall requests.
If we do a service where users can transfer lessons by themselves, we will reduce tech support requests. We will be correct if 20% of requests go through that service.
For this project, I interact with billing and tech support teams to better understand how everything is working on their side. I was responsible for the whole design. This project involved: product and project managers, developers, an analyst, researchers and QA engineers.