Understanding why Training had a low adoption rate was key to the success of this feature improvement.
Lead product designer
UX Researcher, Content designer
Web, iOS, Android
WorkJam is a SaaS solution that empowers the frontline workforce by offering training and e-learning solutions to enhance organizational impact and workplace knowledge. Addressing major challenges faced by frontline employers, it boosts productivity, fosters employee retention, enhances engagement, and facilitates upskilling initiatives. This enhancement addresses a critical challenge: the underutilization of learning resources by frontline staff on the WorkJam platform. Despite its robust functionalities, a significant portion of employees find it difficult to actively engage with the available training materials. Our objective is to modernize the training feature within WorkJam, revitalizing the learning experience to drive increased engagement and participation.
The current navigation complexity and outdated UI leads to low employee adoption. The training module requires modernization to enhance user engagement across devices. Dealing with limited resources for this enhancement, we wanted to focus on incremental improvements while addressing key pain points.
In preparation for this project, I collaborated with a user research analyst to conduct client interviews, and analyze Google Analytics data in order to understand how this feature was currently being used, by our existing customers. The two main personas that are the most affected by the user experience are front-line employees and store managers. Our investigation revealed that employees encountered challenges in locating specific training modules and determining the status of their completed trainings. Notably, a significant 62% of employees who engaged with the training module ultimately abandoned their sessions, failing to complete the assigned trainings. On the managerial front, our research illuminated difficulties faced by managers in monitoring training completion statistics for their teams. The existing system fell short in providing a user-friendly interface for managers to efficiently track and assess the progress of their team members. These findings highlighted the critical need for addressing usability issues for both employees and managers, forming the basis for strategic improvements in the Training module.
Calvin, Manager
During the ideation process, we conducted a thorough analysis of existing learning platforms to gain insights and identify best practices. By scrutinizing their features, user experiences, and engagement strategies, we gained valuable knowledge to inform our own redesign efforts. This comparative analysis served as a foundation for brainstorming innovative ideas and refining our approach to address the challenges faced by frontline workers in utilizing learning opportunities.
I closely collaborated with the development team and architects to maintain a balance between our project goals and the resources available. While it was important to stick to the initial scope, I also advocated for incorporating some additional features and enhancements to elevate the user experience. Once we had our initial iteration ready, it became apparent that the next step was to put our work to the test with the end-users – the employees. Their feedback would be instrumental in identifying any areas for improvement and refining our approach further.
The redesign of the Training module provided profound insights that shaped our approach to eLearning design. Prioritizing a user-centric design proved paramount, fostering engagement and knowledge retention. Continuous feedback loops, including user surveys and stakeholder interviews, facilitated iterative design, allowing us to adapt to user needs in real-time. Additionally, leveraging quantitative analytics for data-driven decision-making was successful in pinpointing user behavior patterns and optimizing the learning experience. Collaborating with stakeholders from various disciplines provided a holistic perspective and enriched the redesign process. However, challenges arose in balancing aesthetics, functionality, and scope. Designing for scale introduced unique considerations, demanding a meticulous approach as the quest for a seamless and intuitive user experience became increasingly intricate. Although addressing significant UI changes was the initial goal for the success of the MVP, it posed a financial investment beyond what the executives initially envisioned. A valuable lesson emerged from collaborating closely with product owners and managers to clearly define the design and front-end efforts necessary for subsequent project phases. This experience highlighted the significance of effective communication and strategic planning in achieving project goals within resource constraints.
