The Challenge

EF Education First needed a new administrative platform to streamline operations across schools in China, Russia, and Indonesia. The existing CRM no longer supported academic needs, forcing workarounds and creating fragmented data. The new platform, Omni, was designed around two modules: Administration, enabling HQ to manage entities, users, and permissions, and School, supporting academic staff with course management, scheduling, and student tracking.

Co-Design Workshops

I mapped the stakeholder ecosystem across marketing, production, and academic phases to identify how data flows across the journey. I facilitated recurring co-design workshops with representatives from China, Russia, and Indonesia, aligning diverse practices and uncovering regional nuances. These sessions helped standardize academic processes where possible while informing the design of flexible, classroom-focused tools tailored to different operational needs.

Experience Journey and Product Requirements

Workshops revealed role inconsistencies that impacted data quality and operational alignment. I translated these insights into task analyses and developed a service blueprint as a single source of truth, mapping customer outreach, sales, and academic operations end to end. This framework helped define consistent journeys across markets while allowing local customization, and clarified requirements for both Administration and School modules within the platform.

Product Development

The product was developed through agile sprints, with workflows iteratively tested using interactive prototypes alongside school staff and corporate teams. A two-week sprint cadence ensured continuous feedback and alignment. Visual design prioritized readability and reduced eye strain, aligning with EF’s physical environments. Color-coded modules distinguished user roles, while a responsive component library supported scalable development and efficient handoff to engineering teams.