How we organised a comprehensive research event to understand user needs.
Scaler Overview
Scaler is an edtech platform that bridges the gap between theory and practice through live classes, hands-on projects, and personalized mentorship, preparing learners for success in the tech industry.
My Role
Product Designer – Planned and executed the UX research event in collaboration with Product Designers, Product Managers, Instructors, and Engineers to gather actionable insights and improve user experience.
Why User Research Matters at Scaler
At Scaler, user-centered design is at the core of everything we do. Regular user research helps us stay connected with our learners, identify pain points, and improve their experience. To deepen this understanding, we organized a User Experience Research event in Bangalore, gathering actionable insights in just three hours.
Setting the Stage: Planning the Research Event
1. Defining Clear Objectives
Our primary objective was to uncover users’ pain points and challenges across their journey with Scaler, ensuring every product team gained insights into their respective areas.
2. Choosing the Right Research Methods
We opted for a mix of qualitative and participatory methods to ensure a holistic understanding:
One-on-One Interviews
Deep dives into individual experiences and pain points.
Focus Group Studies
Capturing group dynamics and collective feedback through open discussions.
Card Sorting
Exploring how users organize and prioritize dashboard content.
3. Crafting the Right Questions
To ensure comprehensive coverage, each product team came prepared with questions tailored to their areas. We then organized these questions into four key user journey stages:
Very Early Journey
Early Mid-Journey
Middle of the Journey
End of the Journey
4. Selecting Diverse Participants
Participants were carefully categorized into four personas to reflect different engagement stages:
New Users
Users at the 6-Month Mark
Users at 1 Year+
Users Nearing Course Completion
5. Managing the Event Logistics
With 50–60 participants attending, we mobilized our Product, Tech, and Instructor teams to manage the event. Multiple meeting rooms, assigned user slots, and clearly labeled schedules ensured seamless coordination despite the tight timeline.
Setting the Stage: Planning the Research Event
We meticulously executed our research plan by aligning stakeholders, managing logistics, and creating an engaging experience for participants.
1. Stakeholder Alignment and Preparation
Before the event, we ensured alignment among all teams involved. This included coordinating with Product, Tech, and Instructor teams, securing necessary approvals, and setting up resources like meeting rooms and schedules.
2. User Registration and Mapping
We launched an online event, “Scaler Insider,” and shared it with our community, receiving an overwhelming 75 registrations. Each registered user was mapped to a persona based on their stage in the product journey, ensuring diverse and representative participation.
3. Space and Time Optimization
Given the limited time and large participant count, we carefully optimized our office space:
Focus Groups: Three groups were conducted simultaneously in separate conference rooms.
One-on-One Interviews: Five meeting rooms were dedicated to in-depth interviews.
Card Sorting: The working area was repurposed for the card sorting exercise. To ensure smooth coordination, we numbered rooms and labeled them with participant names for easy navigation.
Conducting the Event: Research in Action
1. Breaking the Ice with Fun and Creativity
We kicked off with a group activity where participants relayed and interpreted a picture’s description through whispers, culminating in a final drawing. This lighthearted activity set a positive tone for the day and fostered team interaction.
2. Focus Group Studies: Exploring Key Experiences
Three focus groups, each with 10–15 participants, shared feedback on Scaler’s unique offerings, leading to actionable insights:
First-Time User Experience
Walkthroughs weren’t engaging as users preferred self-exploration.
Placement policies lacked visibility.
Popup feedback mechanisms were both helpful and intrusive.
Classroom Experience
The revision feature was highly appreciated.
Classes felt too long.
Instructor continuity was important for maintaining flow.
3. One-on-One Interviews: Personal Insights
In five meeting rooms, we conducted 30-minute interviews to delve deeper into individual experiences. Some key insights included:
Users joined Scaler for its industry-aligned curriculum and placement opportunities.
The homepage and live widget features received positive feedback.
Contest difficulty levels sometimes felt mismatched for beginners.
4. Card Sorting: Understanding User Perspectives
We conducted a card sorting exercise to understand how users organize and perceive dashboard content.
Objective:
Identify patterns in how users categorize and prioritize platform elements.
Process:
Participants were given cards representing platform features like "Live Classes" and "Placement Policies."
They grouped the cards into categories and labeled each group based on their understanding.
Outcome:
Provided valuable insights into user mental models and content organization, guiding improvements in dashboard usability.
5. Closing with an AMA Session
As a closing event, we hosted an “Ask Me Anything” (AMA) session with an instructor.
Objective:
Offer users a platform to interact directly with the instructor and address their questions.
Topics Covered:
Program details, class content, personal challenges, and career guidance.
Outcome:
Facilitated meaningful exchanges and helped users gain clarity on key concerns.
Strengthened user trust and engagement by fostering a supportive environment.
Participant Feedback
~95% of participants found the activities engaging and insightful, especially the AMA session. However, there are a couple of things to improve, such as allowing more time for Q&A and adding follow-up mechanisms for unanswered questions.
Reflections and Learnings
1. Flexibility Is Key:
While 75 users registered, a mix of non-registered users also attended, emphasizing the need for adaptable planning.
2. Allow Breathing Room in the Schedule:
Including 10–15 minutes of buffer time between activities ensures smooth transitions and avoids delays.
3. Engage All Participants:
In focus groups, some participants were more reserved. Actively encouraging input ensures a wider range of insights.
4. Structured AMA Sessions:
Setting time limits and question caps helps balance user engagement while staying on schedule.
Looking Ahead
This research event provided a treasure of insights into user pain points and preferences. By using multiple methods and engaging diverse personas, we deepened our understanding of the Scaler experience and identified actionable areas for improvement.
