Transforming Support
Better error messaging means more time on task and less strain on customer service
Opportunity
Teacher interviews revealed that unclear error pop-ups during student assessments added stress for both students and proctors.
Research
Discovery: Alongside developers, audited all existing error messaging and used Heap to identify the most frequent.
Stakeholder Alignment: Audit and interviews with call center staff and teachers uncovered key issues:
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Off-brand designs
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Unclear next actions for troubleshooting
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Robotic, technical tone
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Lack of student-friendly language
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Spanish speakers in a Spanish test get English errors
KPIs: Improved comprehension, fewer call center queries, faster query resolution, full language availability
Challenges
Bringing these error messages into the design system is relatively straightforward.
The small challenge of defining a clear hierarchy of next steps to troubleshoot these errors is merely a matter of working through them one by one with our developers.
The main challenge is our wide range of users, each of whom deserve messaging that communicates to them:
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Varying literacy levels from pre-K to adults
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Both Scored Tests (with proctors) and Practice Tests (no proctor guaranteed)
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Two supported languages
How do we speak to all users where they are?
Strategy
We have the means to detect the language and type of test, so rather than work for a single universal design, we can best meet everyone's needs with inclusive design. The importance of reaching everyone warrants the small additional investment of Spanish translation and making alternate copy for students who may not have a proctor.
Language support: Ensure all messaging is fully bilingual.
Create dual set of messaging, one for Scored Tests and one for Practice Tests.
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For Scored Tests, make the student's primary task to pull in the proctor for any non-basic trouble-shooting. Use design to differentiate the part of the message aimed at students and that aimed at proctors.
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For Practice Tests, use visuals and the most basic language possible to maximize communication:
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Pre-literate Students: Use iconography & visuals to supplement text.
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Literate Students: Provide clear, actionable messages when applicable.
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The Design
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Language: Worked with Spanish copywriter for accurate translations with accessible wording for new readers.
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Visual cues: A raised hand icon signals students of all reading levels to ask for help.
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Clarity: Font size and placement differentiate student instructions from proctor guidance. With the copywriter to optimize for young readers
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Proctor visibility: A full-screen color change to help proctors spot issues quickly.
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Lastly, the idea of an error message code number to help users quickly identify the issue was very popular with the call center professionals.
Testing and Next Steps
Testing & Implementation
Some students felt the full-screen alert could make them worry about lost any progress made before the error.
A semi-opaque background where students could still see where they were lowered this apprehension.
Next Steps
Testing with a larger cohort of students, including those with disabilities, and redesigning based on that feedback was unfortunately put off until future iterations.