The DOE distributed over 350,000 iPads to students in response to the growing concern of COVID-19. The DOE knew that it wasn’t enough to provide the 300,000+ devices to the city’s most underserved students—they needed to rethink the education experience. As part of the team that helped them achieve this, we created brand guidelines, a redesigned support portal, a centralized learning app, and countless other pieces of work that helped the DOE serve their students, teachers and parents.
The Challenge: Support Portal
The support experience has evolved since Students, Parents and Teachers need more help than ever in navigating remote learning and their new devices. This created a 4,800% increase in daily calls to the DOE Help Desk supporting device requests and remote learning.
Our Solution:
Create an ever-evolving care experience that encourages self service via digital channels; a support experience that is intuitive, personal and proactive, driven by a deep understanding of user needs.