Tutor Matching
Tutor Matching
Tutor Matching
Varsity Tutors / Tutor Experience Team
Varsity Tutors / Tutor Experience Team
Varsity Tutors / Tutor Experience Team
Driving customer retention by increasing how often they are matched with top-ranked tutors.
Driving customer retention by increasing how often they are matched with top-ranked tutors.
Driving customer retention by increasing how often they are matched with top-ranked tutors.
Overview
Varsity Tutors
An online tutoring platform that connects learners with qualified tutors through an automated matching system.
The matching process considers the unique attributes, needs, and goals of each learner to optimize tutor-student pairings.
How it works
When a new learner requests tutoring, the platform ingests their profile information, identifies eligible tutors through a scoping process, and uses machine learning algorithms to score and rank tutors based on their predicted success with that specific learner.
Tutors are then notified of the new tutoring opportunity, log into their Opportunities board to view the opportunity details, and finally confirm their interest in working with that learner.
Problem
Despite the platform's advanced matching algorithms and numerous experiments to optimize the matching process, the majority of learners were being assigned tutors with median rankings rather than top-performing matches.
Specifically, only 15% of new requests resulted in assignments to top-decile tutors.
Outcome
Through a series of initial experiments to improve the tutor experience, we increased the percentage of learners matched with top-decile tutors from 15% to 43%, a nearly 3x improvement that directly enhanced learning outcomes and customer retention.
The project also established a foundation for ongoing optimization, with additional experiments on deck to further improve match quality and the tutor experience.
Overview
Varsity Tutors
An online tutoring platform that connects learners with qualified tutors through an automated matching system.
The matching process considers the unique attributes, needs, and goals of each learner to optimize tutor-student pairings.
How it works
When a new learner requests tutoring, the platform ingests their profile information, identifies eligible tutors through a scoping process, and uses machine learning algorithms to score and rank tutors based on their predicted success with that specific learner.
Tutors are then notified of the new tutoring opportunity, log into their Opportunities board to view the opportunity details, and finally confirm their interest in working with that learner.
Problem
Despite the platform's advanced matching algorithms and numerous experiments to optimize the matching process, the majority of learners were being assigned tutors with median rankings rather than top-performing matches.
Specifically, only 15% of new requests resulted in assignments to top-decile tutors.
Outcome
Through a series of initial experiments to improve the tutor experience, we increased the percentage of learners matched with top-decile tutors from 15% to 43%, a nearly 3x improvement that directly enhanced learning outcomes and customer retention.
The project also established a foundation for ongoing optimization, with additional experiments on deck to further improve match quality and the tutor experience.
Overview
Varsity Tutors
An online tutoring platform that connects learners with qualified tutors through an automated matching system.
The matching process considers the unique attributes, needs, and goals of each learner to optimize tutor-student pairings.
How it works
When a new learner requests tutoring, the platform ingests their profile information, identifies eligible tutors through a scoping process, and uses machine learning algorithms to score and rank tutors based on their predicted success with that specific learner.
Tutors are then notified of the new tutoring opportunity, log into their Opportunities board to view the opportunity details, and finally confirm their interest in working with that learner.
Problem
Despite the platform's advanced matching algorithms and numerous experiments to optimize the matching process, the majority of learners were being assigned tutors with median rankings rather than top-performing matches.
Specifically, only 15% of new requests resulted in assignments to top-decile tutors.
Outcome
Through a series of initial experiments to improve the tutor experience, we increased the percentage of learners matched with top-decile tutors from 15% to 43%, a nearly 3x improvement that directly enhanced learning outcomes and customer retention.
The project also established a foundation for ongoing optimization, with additional experiments on deck to further improve match quality and the tutor experience.
Unpacking the problem
Why are we doing this?
1
Better outcomes for learners
Getting placed with a top-decile ranked tutor means better outcomes by definition. The platform’s algorithm scores and ranks tutors based on the probability of maximizing positive learner outcomes and minimizing the potential for the customer needing to request a replacement.
2
Help tutors cut through the noise
Tutors get a lot of notifications about new opportunities, especially high-performing tutors. Tutors don’t want to spend time reviewing and responding to every single one, especially when they aren't confident they will get it. Knowing which opportunities they are well-suited for, and most likely to get assigned to, helps them prioritize what they respond to and builds trust in the platform.
3
It’s a big win for the business, too
Customers who are placed with a top-decile tutor have a significantly lower rate of requesting a replacement tutor (specific replacements rates vary widely by subject). Replacing a tutor delays learning progress, hurts customer retention, and incurs additional operational costs for the business. The combination of these factors means clients who are matched with a top-decile tutor have a nearly 50% greater customer LTV than customers who are placed with a median-ranked tutor.
Why are we doing this?
1
Better outcomes for learners
Getting placed with a top-decile ranked tutor means better outcomes by definition. The platform’s algorithm scores and ranks tutors based on the probability of maximizing positive learner outcomes and minimizing the potential for the customer needing to request a replacement.
2
Help tutors cut through the noise
Tutors get a lot of notifications about new opportunities, especially high-performing tutors. Tutors don’t want to spend time reviewing and responding to every single one, especially when they aren't confident they will get it. Knowing which opportunities they are well-suited for, and most likely to get assigned to, helps them prioritize what they respond to and builds trust in the platform.
3
It’s a big win for the business, too
Customers who are placed with a top-decile tutor have a significantly lower rate of requesting a replacement tutor (specific replacements rates vary widely by subject). Replacing a tutor delays learning progress, hurts customer retention, and incurs additional operational costs for the business. The combination of these factors means clients who are matched with a top-decile tutor have a nearly 50% greater customer LTV than customers who are placed with a median-ranked tutor.
Why are we doing this?
1
Better outcomes for learners
Getting placed with a top-decile ranked tutor means better outcomes by definition. The platform’s algorithm scores and ranks tutors based on the probability of maximizing positive learner outcomes and minimizing the potential for the customer needing to request a replacement.
2
Help tutors cut through the noise
Tutors get a lot of notifications about new opportunities, especially high-performing tutors. Tutors don’t want to spend time reviewing and responding to every single one, especially when they aren't confident they will get it. Knowing which opportunities they are well-suited for, and most likely to get assigned to, helps them prioritize what they respond to and builds trust in the platform.
3
It’s a big win for the business, too
Customers who are placed with a top-decile tutor have a significantly lower rate of requesting a replacement tutor (specific replacements rates vary widely by subject). Replacing a tutor delays learning progress, hurts customer retention, and incurs additional operational costs for the business. The combination of these factors means clients who are matched with a top-decile tutor have a nearly 50% greater customer LTV than customers who are placed with a median-ranked tutor.
Why are we doing this?
1
Better outcomes for learners
Getting placed with a top-decile ranked tutor means better outcomes by definition. The platform’s algorithm scores and ranks tutors based on the probability of maximizing positive learner outcomes and minimizing the potential for the customer needing to request a replacement.
2
Help tutors cut through the noise
Tutors get a lot of notifications about new opportunities, especially high-performing tutors. Tutors don’t want to spend time reviewing and responding to every single one, especially when they aren't confident they will get it. Knowing which opportunities they are well-suited for, and most likely to get assigned to, helps them prioritize what they respond to and builds trust in the platform.
3
It’s a big win for the business, too
Customers who are placed with a top-decile tutor have a significantly lower rate of requesting a replacement tutor (specific replacements rates vary widely by subject). Replacing a tutor delays learning progress, hurts customer retention, and incurs additional operational costs for the business. The combination of these factors means clients who are matched with a top-decile tutor have a nearly 50% greater customer LTV than customers who are placed with a median-ranked tutor.
Why are we doing this?
1
Better outcomes for learners
Getting placed with a top-decile ranked tutor means better outcomes by definition. The platform’s algorithm scores and ranks tutors based on the probability of maximizing positive learner outcomes and minimizing the potential for the customer needing to request a replacement.
2
Help tutors cut through the noise
Tutors get a lot of notifications about new opportunities, especially high-performing tutors. Tutors don’t want to spend time reviewing and responding to every single one, especially when they aren't confident they will get it. Knowing which opportunities they are well-suited for, and most likely to get assigned to, helps them prioritize what they respond to and builds trust in the platform.
3
It’s a big win for the business, too
Customers who are placed with a top-decile tutor have a significantly lower rate of requesting a replacement tutor (specific replacements rates vary widely by subject). Replacing a tutor delays learning progress, hurts customer retention, and incurs additional operational costs for the business. The combination of these factors means clients who are matched with a top-decile tutor have a nearly 50% greater customer LTV than customers who are placed with a median-ranked tutor.
Why are we doing this?
1
Better outcomes for learners
Getting placed with a top-decile ranked tutor means better outcomes by definition. The platform’s algorithm scores and ranks tutors based on the probability of maximizing positive learner outcomes and minimizing the potential for the customer needing to request a replacement.
2
Help tutors cut through the noise
Tutors get a lot of notifications about new opportunities, especially high-performing tutors. Tutors don’t want to spend time reviewing and responding to every single one, especially when they aren't confident they will get it. Knowing which opportunities they are well-suited for, and most likely to get assigned to, helps them prioritize what they respond to and builds trust in the platform.
3
It’s a big win for the business, too
Customers who are placed with a top-decile tutor have a significantly lower rate of requesting a replacement tutor (specific replacements rates vary widely by subject). Replacing a tutor delays learning progress, hurts customer retention, and incurs additional operational costs for the business. The combination of these factors means clients who are matched with a top-decile tutor have a nearly 50% greater customer LTV than customers who are placed with a median-ranked tutor.
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