New Feature Updates – Page 3 – Yup Tutor Community

Post-Session Page + Feedback Award

NEW: POST-SESSION PAGE

Today, we released an update to the Post-Session page you are prompted to fill out at the end of each session. These changes will allow us to gather valuable session information about students, bugs and session anomalies.

The new Post-Session page will ask you to do the following:

Classify the session by subtopic
Note that ‘Pre-Algebra’ is now being referred to as ‘Early Math’
Share if the student was engaged for the majority of the session
Did they readily participate? Did they hesitate to get involved?
Provide notes for future tutors
“This student responds well to whiteboard drawings”
Report any bugs or exceptional cases you may have encountered
Bugs, issues with your technology or anything to note to Ops/TQMs

See below for a screenshot and let us know if you have any questions, feedback or concerns!

STUDENT FEEDBACK AWARD

Congratulations to Robin DeShazo for earning the Outstanding Student Feedback Award! This award recognizes tutors who consistently receive exceptional written feedback from students along with demonstrating excellent overall performance.

Some of Robin’s notable feedback comments include:

“Thank you so much for all of your time today. I had numerous questions about topics ranging from all sorts of things, yet you helped and were able to solve them all. Your elaboration and speed allowed me to retain the information and apply it to the next question. Thanks so much :)”
“She’s the best tutor I have, no handouts given but she clearly helps explain the problem, I would like to have this tutor again”
“One of the best tutors I have ever had. She was so straight forward and made everything so easy for me to remember. Keep up the good work and thank you so much. She made my final review stress free.”
An excerpt from a comment that was over 20 sentences (!!!) long:
“Overall, lessons were extremely helpful with no judgment. Lessons were helpful whether they involved learning new material, or refreshing from months ago. The session lasted a lot longer than I anticipated, but felt short (which is a good thing). I didn’t feel like I had to pull teeth for answers, and Ms. DeShazo was willing and able to help me with more problems than I originally came to her with.”

Way to go Robin!

— Team Yup

New: Emotive Reactions + Content Card Reminder

NEW FEATURE: EMOTIVE RESPONSES

A recent analysis of student feedback revealed that slow teaching pace and confusing explanation represent the majority of complaints received from students. In-session student behavior analyses have also indicated that many students are hesitant to share what they did and did not understand with tutors – this no doubt makes it tricky for us to adapt to their needs!

In order to address the above concerns, we have developed a new feature that provides students with a low-friction tool for expressing understanding of tutor messages. Introducing: Emotive Responses!

This feature allows student to indicate if they understand (? as “I understand”) or are confused (? as “I’m confused”) on specific tutor messages.

When they add a reaction to one of your messages on their app, it will instantly appear on the message in your Tutor Dashboard. Hovering over the reaction will reveal the timestamp so you’ll know exactly when it was added by the student (see below):

When you see a student add a reaction, do your best to use this information to adapt your teaching approach. For example, if a student indicates understanding of something you say, consider adjusting your pace or approach accordingly. Alternatively, if they are confused by part of your explanation, it would be best to take a step back to make sure they are up to speed with that aspect of their concept before moving on.

CONTENT CARD REMINDER

A recent analysis of Content Card usage by tutors revealed what are slightly underwhelming usage numbers. This is a friendly reminder to utilize this session-enhancing feature whenever appropriate, or to share ideas for improving this feature via the New Ideas room on slack if you have feedback for making it more useful!

See our Content Card intro post from late last year for a quick refresher.

Happy tutoring!

— Team Yup

Practice Dashboard + Internet Connectivity

NEW: PRACTICE SESSION DASHBOARD

Introducing the Practice Session dashboard! The Engineering team created this invaluable training tool for both new and veteran tutors alike – a mock tutor dashboard that allows you to interact with all the features of a real session chatroom, but with a training “bot” rather than a student.

The Practice Session dashboard can be accessed from the dashboard menu at your convenience (see image) or by going to yup.com/tutor_dashboard/chat_practice. The bot will then guide you through various exercises that show off all that the dashboard has to offer. Practice your whiteboard skills, check out the content card library, or simply make yourself more comfortable using the Yup platform to teach!

INTERNET CONNECTIVITY POLICY + SURVEY

Another recent feature Engineering has developed for Tutor Operations is a system allowing us to monitor the quality of tutors’ network connections while in a shift. Now that this feature is up and running, we are concerned to see that many Yup tutors do not have sufficient bandwidth to reliably connect to the Tutor Dashboard, often leading to session issues, high pass rates for tutors and high drop rates for students.

It should go without saying that having a reliable internet connection is fundamental to working for Yup. In the coming weeks, we will be rolling out a new policy surrounding internet quality – this will likely involve bonus incentives for tutors who improve their poor speed, along with negative consequences for those who fail to do so.

If your internet speed is not consistently at or above 5 – 10 mbps, we strongly recommend that you reach out to your internet service provider ASAP to upgrade your network plan, or explore other options for internet connection.

In order to give us a better understanding of any internet or Tutor Dashboard issues you may be facing, we ask that you complete the following mandatory survey before Wednesday, January 16th.

> > INTERNET SURVEY < <

Thank you for your participation – have a great week, all!

— Team Yup

Achievements Feature Follow-Up

ACHIEVEMENT CANNED RESPONSES

Starting this week, canned responses will no longer be automatically included with Achievements. Instead, when sending an Achievement, we ask that you include a brief note sharing how the student earned the badge. We hope that this will make earning an achievement more personalized and less robotic for students. The details about each Achievement can be found in the Achievements panel of the Tutor Dashboard.

ACHIEVEMENT REMINDERS

As many of you have noticed, every 10 minutes there is an automated in-session system notification reminding you to use an Achievement. Please note that this is simply a reminder – you do not necessarily need to send an Achievement immediately after receiving the notification. Though there is not a set number of Achievements you should award in each session, a rough guideline would be to send appropriate Achievement every 10 minutes on average. We hope that using Achievements frequently will create a more engaging, positive learning environment, which in turn will make sessions feel more fun and fast-paced.

EXAMPLES + REAL SESSION SNIPPETS

While you all have done an amazing job of utilizing more commonly earned achievements like All-Star Answer and Epic Effort, we do encourage you to use the other achievements whenever appropriate. Here are some examples for when you could utilize Great Grit, Super Sharing and Cool Curiosity:

GREAT GRIT:

Student has corrected their mistake
Student moves past a difficult step

SUPER SHARING:

Student shares a picture of their work
Student states the next step on their own

COOL CURIOSITY:

Student asks a good question
Student makes an observation about the problem/concept

If you have questions about when to use a specific Achievement, please refer to the original newsfeed post, check with your peers or a member of the Ops team on Slack, or reach out to tutor.support@yup.com.

Happy Tutoring!

— Team Yup

Features Survey + Outstanding Feedback

NEW FEATURES SURVEY

Recently, we released two significant features that enhance they way tutors interact with students in-session. The following survey will give you the chance to share your thoughts and feedback on both the new Achievements feature, which was released last week, and the Concept Cards whiteboard enhancement which was released earlier this month.

Now that you all have had the chance to try these features out, we would love to hear your thoughts based on your first-hand experiences with the features. Your feedback is extremely valuable and will be shared with the product and engineering teams to make sure we are improving and evolving these features as needed!

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NOVEMBER OUTSTANDING STUDENT FEEDBACK

Congratulations to Kathleen Kasper for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance.

Some of Kathleen’s exceptional student feedback comments include:

“You helped me so much today, and I’m beyond grateful for it. I came in not knowing any concepts, and now I know so many… Your humor, teaching style, and elaborations are some things I definitely enjoyed in our session. Thanks again for all your time and guidance :)”
“Thank you for helping me with this problem you helped me realize that the big problems aren’t always as hard as they seem Thanks!”
“I liked how fast the tutoring went by. I would love it if I were paired with you again.”
“Thank you for helping me with this problem you helped me realize that the big problems aren’t always as hard as they seem Thanks!”

Way to go Kathleen!

Have a great weekend, tutors!

— Team Yup