Overview

When enquiry builder was introduced free text boxes were used for each question as a way to allow users to specify their unique needs but gather gaps in knowledge.

Analysis of user activity showed us poor quality enquiries and copy/paste responses from TPs.

From user research we knew that SLT's wanted to get to a conversation as possible, but needed to know what that TP's could deliver to their minimum needs before using time on this.

Improving the 'tuition plan' question

The enquiries we got varied in quality and types of information. For example, we found that 18 out of 30 enquiries didn't mention number of pupils.

From a content design perspective, we used the idea of 'chunking' based on a Nielsen Norman article https://www.nngroup.com/articles/chunking.

  • we split out the ‘Tuition plan’ question to ask specifics the tuition partners needed
  • chunking made it much easier to interact with on mobile devices
  • ensures all questions are answered to created an effective tuition plan

Behind the scenes, we will used those questions to those several questions to populate the existing database structure for ‘Tuition Plan’, and from there, use the exiting database structures and how they relate to the UI. e.g. the TP sees the Tuition Plan question as 1 question and types their own response in one free text box - as they do now. When viewing the response, the school will see their several 'Tuition Plan' questions as 1 field, and the TP response as 1 field - as they do now.

The only thing that really matters is finding the right person, you will remember small number of teachers but most of the people who taught you wont remember … if you can find the right person, you can take someone from nowhere to somewhere spectacular very quickly - but it's so expensive.

Desktop and mobile mockups for creating a tuition plan

Improving the 'SEND and additional requirements' question

  • adapting the exiting layout and content to a Complex Question - Question pages – GOV.UK Design System (design-system.service.gov.uk)
  • added more emphasis on what can be considered SEND or additional needs
  • examples of criteria are now based on feedback from user research, which can also guide school users on information they can include in their answer

A participant in user research emphasised that more children have SEND needs than ever before. "That's about 30% of issues that really need to be taken care of."

A participant in user research emphasised that there are now an enormous amount of SEND, a quarter of teachers have pupils with SEND requirements. "It’s great we’re asking this to help with tuition plan."

Desktop and mobile mockups for including SEND and additional requirements

Improving the 'Other tuition requirements' question

Adapting the exiting layout and content to a Complex Question - Question pages – GOV.UK Design System (design-system.service.gov.uk)

examples of criteria are now based on feedback from user research, which can also guide school users on information they can include in their answer. This includes budget or any particular needs within a subject

“The examples are really helpful that could trigger some ideas about what to put in the text field”

Desktop and mobile mockups for including other tuition requirements

Data from enquiries in April 2023 to support change to tuition plan/SEND questions

  • 18 out of 31 enquiries said they had SEND needs
  • 12 of those have NOT stated what those SEND needs are

Specific needs stated are:

  • ADHD / ASD
  • EHCP
  • School refuser
  • Mental health issues
  • SEMH (Social, Emotional and Mental Health)
  • Cerebral Palsy
  • Anxiety / self-esteem

Where the enquiry has not stated the specific SEND needs - 20% of responses are asking for “further details on the specific SEND needs”Tuition plan:

  • 14 out of 31 did NOT specify no. of pupils
  • 12 out of 31 did NOT specify a start date
  • 13 out of 31 did NOT specify a duration
  • 13 out of 31 did NOT specify a time of day

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