reducing counsellor fatigue
As demands rose; study abroad consultancy faced rising student complaints of inconsistent follow-ups.
the problem
Webyapar Solutions sought to pitch their SaaS platform to a study-abroad consultancy struggling to manage a rapidly growing student base. As quarterly student volumes rose by over 20%, inconsistent application follow-ups led to operational inefficiencies and a spike in student complaints. During my internship, I designed a prototype demonstrating how our platform could streamline the counselling workflow.
counsellor research
research strategy
shadowing counsellors
To move beyond assumptions, the PM and I spent hours shadowing counsellors at work including instances of jumping on live calls with students. We watched their screens, listened to their reasoning, and followed their process step-by-step.
synthesizing the findings
highly unorganized toolset
Counsellors juggled disconnected systems, causing cognitive load, slower decisions, and more errors.
counsellor journey
problem framing
root cause identified
Fragmented tools worked at small scale but caused overload, inefficiency, and inconsistent follow-ups as students grew.
HOW MIGHT WE
How might we design a scalable system that replaces fragmented tools and maintains efficiency as the number of students increases?
final solution
counsellor cockpit
the big picture
Designed a way to communicate the status for each student visually for easy recognition.
data continuity
Persistent side panel that shows all student context at every point of working.
efficient follow-ups
Automate frequent follow-ups such as for document rejection, or reminders.
