Selena Ando

  • Context

    Bellevue Learning Center provides tailored academic experiences that meet students where they are, combining expert instruction with a nurturing approach to help learners grow with confidence. Through personalized tutoring and guidance, BLC transforms educational challenges into opportunities for achievement and discovery.

  • My Role

    As an Assistant Center Director, one of my primary responsibilties included

    • Customer and Service Design Experience
    • Marketing and design - creating flyers, ads, business cards, leading email campaigns, etc.
    • Hiring and staff management
    • Reception & Administrative support of Directors, Head Teacher, and tutor
    • Acting as interim-Director as needed

    ​

  • Deliverables

    Marketing Flyers, Ads, and Business Cards

    Tutor Training Documentation

    Standard Operating Procedure (SOP) Manuals:

    • Reception
    • Administrative Assistant
    • Assistant Academic Director
  • Tools & Concepts

    Figma

    Canva

    ​

Marketing Flyers, Ads, and Business Cards

Summer Program Flyer Redesign

BLC’s 2025 program flyer was designed by a Graphic Designer hired via Fiverr. The original design is aesthetically polished and balances minimalism with playfulness, making use of fun shapes, bold pops of color, and integrates the brand identity tastefully and consistently. There is good use of negative space and wording is concise.

​

Once the flyer was distributed to our target audience, however, we encountered a few unexpected user pain points.

​

Pain Points

Flyer missing key information

Customers frequently asked questions about essential program’ details that were not included on the flyer, such as price of group programs after the early bird promotion and the daily schedule of group classes. The high volume of inquiries strained our limited administrative resources, resulting in long wait times before students could receive a consultation. This friction in the user flow stretched a potential quick and easy onboarding process into something long and arduous, detracting from overall customer experience.

Flyer was not engaging and intuitive to read

While the original design was minimalist, it lacked the elements necessary to engage our customers into reading and information retention. We were constantly barraged with questions regarding information already on the flyer, further depleting administrative resources. Time spent on redundant questions was time that could have gone into further customer outreach and consultations.

Front

Back

Language Arts Curriculum Flyer

Prospective families often asked for details about our offered Language Arts curriculum. The only form of documentation available at the time was a 7-page internal document that explained our language arts program in detail for tutors.

​

We had nothing to provide families with and had no choice but to set consultations and verbally explain and elaborate on our programs, which was cumbersome and time-intensive. As a remedy, I designed an informational flyer that was passed out to curious parents, eliminating the need for lengthy consultations.

BHS Orchestra Program Ad

Our center was given the opportunity to advertise our services in the annual Bellevue High School Orchestra program, but the deadline was in two days! This late opportunity meant I had to ideate, decide on theming, and draft & finalize a design quickly.

Onboarding Overhaul

Tutor and Administrative Staff Onboarding

Previously, there was no consistent formal training/onboarding for staff. A majority of learning was done on the job in a ‘learn by doing’ fashion. However, not everyone learns the same way, so I developed a comprehensive manual for the purpose of training future employees.

Selena Ando

  • Context

    Bellevue Learning Center provides tailored academic experiences that meet students where they are, combining expert instruction with a nurturing approach to help learners grow with confidence. Through personalized tutoring and guidance, BLC transforms educational challenges into opportunities for achievement and discovery.

  • My Role

    As an Assistant Center Director, one of my primary responsibilties included

    • Customer and Service Design Experience
    • Marketing and design - creating flyers, ads, business cards, leading email campaigns, etc.
    • Hiring and staff management
    • Reception & Administrative support of Directors, Head Teacher, and tutor
    • Acting as interim-Director as needed

    ​

  • Deliverables

    Marketing Flyers, Ads, and Business Cards

    Tutor Training Documentation

    Standard Operating Procedure (SOP) Manuals:

    • Reception
    • Administrative Assistant
    • Assistant Academic Director
  • Tools & Concepts

    Figma

    Canva

    ​

Marketing Flyers, Ads, and Business Cards

Summer Program Flyer Redesign

BLC’s 2025 program flyer was designed by a Graphic Designer hired via Fiverr. The original design is aesthetically polished and balances minimalism with playfulness, making use of fun shapes, bold pops of color, and integrates the brand identity tastefully and consistently. There is good use of negative space and wording is concise.

​

Once the flyer was distributed to our target audience, however, we encountered a few unexpected user pain points.

​

Pain Points

Flyer missing key information

Customers frequently asked questions about essential program’ details that were not included on the flyer, such as price of group programs after the early bird promotion and the daily schedule of group classes. The high volume of inquiries strained our limited administrative resources, resulting in long wait times and consultation. This friction in the user flow stretched a potential quick and easy onboarding process into something long and arduous, detracting from overall customer experience.

​

Flyer was not engaging and intuitive to read

While the original design was minimalist, it lacked the elements necessary to engage our customers into reading and information retention. We were constantly barraged with questions regarding information already on the flyer, further depleting administrative resources. Time spent on redundant questions was time that could have gone into further customer outreach and consultations.

Language Arts Curriculum Flyer

Prospective families often asked for details about our offered Language Arts curriculum. The only form of documentation available at the time was a 7-page internal document that explained our language arts program in detail for tutors.

​

We had nothing to provide families with and had no choice but to set consultations and verbally explain and elaborate on our programs, which was cumbersome and time-intensive. As a remedy, I designed an informational flyer that was passed out to curious parents, eliminating the need for lengthy consultations.

BHS Orchestra Program Ad

Our center was given the opportunity to advertise our services in the annual Bellevue High School Orchestra program, but the deadline was in two days! This late opportunity meant I had to ideate, decide on theming, and draft & finalize a design quickly.

Onboarding Overhaul

Tutor and Administrative Staff Onboarding

Previously, there was no consistent formal training/onboarding for staff. A majority of learning was done on the job in a ‘learn by doing’ fashion. However, not everyone learns the same way, so I developed a comprehensive manual for the purpose of training future employees.

Selena Ando

  • Context

    Bellevue Learning Center provides tailored academic experiences that meet students where they are, combining expert instruction with a nurturing approach to help learners grow with confidence. Through personalized tutoring and guidance, BLC transforms educational challenges into opportunities for achievement and discovery.

  • My Role

    As an Assistant Center Director, some of my primary responsibilities include:

    • Customer and Service Design Experience
    • Marketing and design - creating flyers, ads, business cards, leading email campaigns, etc.
    • Hiring and staff management
    • Acting as interim-Director as needed

    ​

  • Deliverables

    Marketing Flyers, Ads, and Business Cards

    Tutor Training Documentation

    Standard Operating Procedure (SOP) Manuals:

    • Reception
    • Administrative Assistant
    • Assistant Academic Director
  • Tools & Concepts

    Figma

    Canva

    ​

Marketing Flyers, Ads, and Business Cards

Summer Program Flyer Redesign

BLC’s 2025 program flyer was designed by a Graphic Designer hired via Fiverr. The original design is aesthetically polished and balances minimalism with playfulness, making use of fun shapes, bold pops of color, and integrates the brand identity tastefully and consistently. There is good use of negative space and wording is concise.

​

Once the flyer was distributed to our target audience, however, we encountered a few unexpected user pain points.

​

Pain Points

Flyer missing key information

Customers frequently asked questions about essential program’ details that were not included on the flyer, such as price of group programs after the early bird promotion and the daily schedule of group classes. The high volume of inquiries strained our limited administrative resources, resulting in long wait times and consultation. This friction in the user flow stretched a potential quick and easy onboarding process into something long and arduous, detracting from overall customer experience.

​

Flyer was not engaging and intuitive to read

While the original design was minimalist, it lacked the elements necessary to engage our customers into reading and information retention. We were constantly barraged with questions regarding information already on the flyer, further depleting administrative resources. Time spent on redundant questions was time that could have gone into further customer outreach and consultations.

Language Arts Curriculum Flyer

Prospective families often asked for details about our offered Language Arts curriculum. The only form of documentation available at the time was a 7-page internal document that explained our language arts program in detail for tutors.

​

We had nothing to provide families with and had no choice but to set consultations and verbally explain and elaborate on our programs, which was cumbersome and time-intensive. As a remedy, I designed an informational flyer that was passed out to curious parents, eliminating the need for lengthy consultations.

BHS Orchestra Program Ad

Our center was given the opportunity to advertise our services in the annual Bellevue High School Orchestra program, but the deadline was in two days! This late opportunity meant I had to ideate, decide on theming, and draft & finalize a design quickly.

Onboarding Overhaul

Tutor and Administrative Staff Onboarding

Previously, there was a quick, internal checklist containing topics to cover during staff onboarding. During the majority of learning was done on the job in a ‘learn by doing’ fashion. However, not everyone learns the same way, so I developed a comprehensive manual for the purpose of training future employees.

​

Please contact me at selenaandoux@gmail.com regarding a redacted onboarding and SOP documentation.