User Verification

Our users don’t feel secured about our process. To them, Course Hero is a website which they first encounter. They regard their faculty ID and their school-issued email their own school properties. They also describe the uncertainty of what to upload for verification, and question of why Course Hero need a verification process.

Research planning and insight gathering through 5 users using Usertesting.com.

How might we guide user with confidence while they are completing the verification process?

We decided to provide a guidence model on the side to assist at the right timing:

• When user is making the action, we address the questions accordingly.

• Examples provided for clarity.

In the Faculty ID upload step, as to guide user clearly what to do, we decided to:

• Prioritize the action area with the assisted information aside.

• Example ID provided.

• Provide alternative options.

We had an lift 23.2% YoY growth on the user verification (July, 2019).

With further inspection and reflection, we found that educators complete the task (given the situation they are willing to provide their verification information) faster and much affirmed.

Later inspection found that educators do not want to relate their professional email with a new website. They are concerned about a potential violation of their private working space if we were to send the advertising email.

Fullstory and amplitude are used to reflect on the behavioral performance in detail.

We later try to include a note about that we won’t be send advertising email to their professional email, guess what is the result? It doesn’t work. It actually remind educators who aren’t aware of this potential intrusion.