The platform used an open-source generic chat system that was not working well with huge performance issues and was not meant to handle questions and class environment. The team was working on an in-house solution to replace that.
1 - Poor design;
2 - Same experience for different users;
3 - You can't see the new questions coming as the most voted ones stays fixed on top.
From my work on Youtube, I got a lot of experience with live broadcasting, doing on my channel weekly, what was helpful in this project. I spent an afternoon in the studio watching how a live class is handled, the dynamic of the teacher, how the assistant manages the chat and select the questions.
Then I interviewed teachers and assistants to know more about their work. What would help them, what could be better, what could be different, etc.
After that it was clear to me that we had two very different and specific users for this product:
I brought that to the team and we discussed how much that direction would impact the development time, but by the end, they all agreed it was the right way to go.
Web UI/UX Design