Click here to jump directly to screenshots of courses/deliverables I’ve designed @ Qualtrics, or read on for the 3-min case study on researching and designing a new learning & content environment!
Problem
How might we adapt workforce skills at a company scaling rapidly? How might we grow a culture of continuous learning and workforce development that attracts and retains the greatest talent?
Discovery
Upon conducting a thorough audit of the technical environment and learning options in the current environment, we learned that not only were users completely inundated with too much information but deep learning and improvement rarely happened in formal learning environments in person or online. Rather true skill development happened on the job if and when the right resources are available with the right manager to act as a coach to help learners reflect within their working environment.
- User Interviews and task analysis
- Ecosystem visualization
- Rep learning journey maps
- Workshop on key metrics and value stream mapping
Personas and NEEDS prioritization
We ideated concepts in our current learning tools to understand what was and was not working with the current learning experience. I worked closely with my project manager on design analysis of technology providers and create a high-level content structure for the future-state environment based on the needs and feedback of our users. Some insights included baking terminology that clients use and adapting terms for different regions to optimize search and retrieval of on demand content. We also had to decide what kind of content to prioritize for each learner persona, and reach out to build the content author ecosystem to support what learners needed.
- Rapid design solutions studio
- User stories prioritization of tasks most important for learners
- High-level content structure
User Testing
- Synthesis and Initial Wireframing
- Test prototype with users across Qualtrics
Iterate on Prototype & DEPLOY
- Information architecture of new platform
- UX of new platform
COURSE DESIGN @ QUALTRICS
Screenshots below are from animated explainers built in Articulate 360. These modules below are the rollout of a new sales methodology, and the online course (25 mins) rolled out to all sellers globally. This course is an example of courses hosted in our library for on-demand learning:
CONCLUSIONS
Based on feedback from concept testing, we envisioned a brand new learning ecosystem and service touchpoints that prioritized speaking in the language of clients, optimized search, and had smaller format content that could be used more quickly in coaching conversations and informal learning settings.
We continue to measure and optimize the satisfaction and engagement with the redesigned environment and are working to analyze how the design work correlates to performance changes as hypothesized.