Login Change + Feedback Award & Reminders

⚠️ UPCOMING DASHBOARD LOGIN CHANGE ⚠️

On Friday, June 28th, we will be switching to a new login system for tutors. Instead of using your phone number to log in, you will be required to use your email address and password.

When the new system is deployed, please complete the following steps:

  1.  Log out of the dashboard
  2. Click the Reset Password link at yup.com/users/sign-in
  3. Enter your Yup-associated email address
  4. Check your email for a reset password link
  5. Follow the instructions to set your password
  6. Login using the new method!

It’s important that you update your password before it’s time to log into your next shift following the update next week – this will ensure that no sessions are dropped as a result of tutors being unable to login.

If you don’t remember which email is associated with your Yup account OR you wish to change it, please email tutor.support@yup.com as soon as possible.


GENERAL REMINDERS

Submitting Disputes:

  • Please limit disputes to three per month (based on when the session occurred), and submit within a week of when the session was conducted
  • Please stick to the guidelines for dispute eligibility: sessions that earned less than 8 points; sessions tagged Gave/Wrong Answer or  Content Knowledge.
  • Please do your best to explain why you feel you were inaccurately scored.

Answer Check Policy:

  • Reminder that we should only ask a student for their work/thought process once – if they refuse, please proceed with checking answers rather than continuing to press. (Relevant newsfeed post.)

Shift End Policy:

  • If you are with a student when your shift ends, you should only end the session if 1) you have found an answer together after your shift has ended OR 2) you have worked with the student for 30 minutes past the end of your shift (Relevant newsfeed post.)
  • When ending a session for one of the above reasons, please let the student know you have worked past the end of your shift (feel free to use a canned response for this!)
  • This policy was created to avoid poor student experiences near the end of a tutor’s shift. If your schedule does not allow you to follow this policy, email scheduling@yup.com

OUTSTANDING STUDENT FEEDBACK AWARD

Congratulations to Surinder Kaur 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 Surinder’s exceptional student feedback comments:

  • “Thank you so much! Made a stressful night with a lot of hard problems much easier. I hope I get you again soon!”
  • “I would love to be paired up with her again. It was a very productive and fast session.”
  • “Thank you so much Ms. Kaur lol now because of you I can go to the theme park with my friends!!! Yay!”
  • “This question was on my recent SAT so thank you for helping me understand how I could have done it :)”

Happy tutoring!

— Team Yup

New Features + Student Feedback Award

NEW FEATURE UPDATES

Tutor Biographies are live!

Recently we reached out to the tutor team to collect fun biography facts – everything from your favorite food to your dream job. We have used these answers to create tutor bios which students can access from the session screen. This feature is live as of today!

We believe that providing students with context about their tutors will create a more human learning experience. Your student can interact with the cards and ‘heart’ them if they enjoy the fact. Some students may even ask you about your answers – we invite you to engage with the student while keeping professionalism in mind!
New Whiteboard Updates

Today, we released an whiteboard update that will enable you to zoom in on and rotate student and whiteboard gallery images to speed up the image reviewing process. As part of this update, we also gave the whiteboard tools pane a refresh.

Check out the new whiteboard guide for details and instructions!

Whiteboard Feature Guide

  • Another part of this update are fixes to commonly-encountered whiteboard rotation issues – if you select a landscape image from the session images pane or the chat stream, the whiteboard orientation will now automatically adjust to landscape.
  • Coming soon: when students take photos in landscape orientation, we will attempt to detect that and display the image in landscape orientation without you needing to rotate it first.

OUTSTANDING STUDENT FEEDBACK AWARD

Congratulations to Bryan Rock 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. Way to go Bryan!

Some of Bryan’s exceptional student feedback comments include:

  • “Thank you for your help! That problem was confusing me, and the sample my book had did not make much sense. Thanks for helping me learn how to solve it!!”
  • “I understand now! We finished right in time, and I now know what the steps are! Thank you!”
  • “You make algebra seem simple! Thanks for your help!”
  • “I hope i get him again i loved his teaching it was great I totally recommend him for other students.😃”
  • “Thank you very much! I’ll be able to do the rest of the problems on my own now :)”

 

Happy tutoring!

— Team Yup

Bug Reporting Procedure + Updates/Reminders

NEW BUG REPORTING PROCEDURE

Starting immediately, we ask that you use the Tutor Dashboard’s built-in Report Bug button to let us know about technical issues you face.

We invite you to continue to use the #system_issues room on slack to communicate with other tutors about bugs after reporting via Report Bug (UserSnap).  Additionally, if a bug you are facing is significantly impacting your shift, please continue to let us know via tutor.support@yup.com.

Using the ‘REPORT BUG’ Button (UserSnap)

STEP 1
Click the ‘Report Bug’ button on the bottom right of your tutor dashboard to launch the bug reporting screen.

STEP 2
Use the pen tool to mark your screenshot if necessary and use the comment box to tell us more about the bug.

        • Do your best to be as detailed as possible about how the bug presented itself, and/or how it affected the session, or your experience using the platform (even if you think the screenshot is self-explanatory!)
        • For example, instead of saying the session is lagging, try saying messages/images/whiteboard are taking a long time to send, or messages are out of order/repeating in the session.
        • Always include your email, the date, time and time zone in order to better find and investigate bugs reported.

STEP 3
Click “Send” when you are done illustrating and explaining the bug that you are experiencing.

Check out the Yup Bug Reporting Instructions doc for more details.


TUTORING UPDATES/REMINDERS

  • PRE-SESSION QUESTION TIP
    • Use the canned responses filed under Initial Probing along with the student’s answers to the pre-session questions to speed up Gap Clarification Phase.
      • For example, if they indicate that have solved similar problems, you might utilize the following canned response:“Looks like you’ve done similar problems before! Based on those, do you have any ideas about what we could try here?”
  • ACHIEVEMENTS UPDATE
    • As of this month, Yup tutors have sent over 15,000 Achievements to students! The team’s favorite Achievement to send is All-Star Answer with close to 7,000 awarded since the feature launched in late November 2018. Let’s keep this trend going, all!
    • The record for most Achievements sent in a single session is Session #406409 in which veteran tutor Bharathi Vavilakolanu sent 26 Achievements over 108 minutes!

Keep up the great work and happy tutoring!

— Team Yup

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!

Student View

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):

Tutor view of “I’m confused”
Tutor view of “I understand”

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