Financial Group
Project Overview:
The Learning Center (LC) is a platform designed for colleagues to complete required assessments for their role and to continue enhancing their skillsets and capabilities. My team and I improved the primary LC by implementing engaging and intuitive designs to increase user engagement.
Toward the project's second half, I assumed the role of lead UX research intern within our team to streamline three weeks of research and data distillation into one week.
Background
Objectives / Business Goals
-
Increase engagement for noncompliance learning and understand what is hindering engagement
-
Improve navigation and ease of use
-
Embed Voice of Customer (VOC) mechanisms in learning initiatives to inform the learning experience design
Insights & Solutions
-
Heuristic analysis showed a strong desire for personalization, influencing our decision to create a personal profile page.
-
Data visualization, content grouping, and visual hierarchy were implemented to transform the website into a seamless and intuitive page
Team
Methodology
Tools
-
2 UX researcher
-
2 UX designer
-
1 developers
-
1:1 Moderated Interviews
-
Competitor Analysis
-
Heuristic Analysis
-
Affinity Mapping
-
Data Visualization
-
User Journey Mapping
-
Figma
-
Mural
-
Microsoft Excel
Design Process
Design Process
Persona
Similar product research was conducted to understand the leading learning management systems.
We discovered that gamification and personalization were used to drive engagement.
Visual hierarchy, content grouping, and data visualization were used to address cognitive load and to displace complex information in a concise manner.
9 platforms we researched
-
Coursera
-
Adobe Captive Prime
-
Looop
-
360 Learning
-
Talent LMS
-
Khan Academy
-
EdX
-
Fidelity Investment
-
Santander
Usability Testing
My research partner and I performed a heuristic analysis to assess the website's usability. We formulated multiple hypotheses and incorporated some of the analysis findings into our navigation questions.
Additionally, I developed questions related to memory, cognition, and attention span. These behavioral and navigational questions were categorized based on the two main areas of improvement requested by the stakeholders: regulatory banking training and enrichment training.
Moving on to the actual interview phase, we approached it with an open mind and a genuine curiosity about the participants' perspectives. Throughout the interviews, I used a combination of probing, specifying, direct, and indirect questions to establish rapport with the interviewees and gain a better understanding of their overall experience and pain points
Data Synthesis
To ensure the achievement of our business objectives, my partner and I set clear goals and structured our research. After conducting interviews, we organized our qualitative data into virtual affinity diagrams using Microsoft Excel.
As the lead UX research intern, I managed the analysis process by breaking down the data into manageable segments after each session. This approach allowed for a comprehensive analysis of the entire dataset.
From the analysis, we identified relevant themes, patterns, and stories, which led to valuable insights that influenced the design direction. To effectively communicate these actionable points and illustrations, I scheduled meetings with key stakeholders and product managers, presenting the information in a compelling, creative, and easily understandable manner
Prototype
Our personas highlighted a strong desire for personalization. To address this, we created a new profile page and redesigned features to better cater to their needs.
Throughout the design implementation process, I conducted usability testing for the Lo-Fi wireframe, followed by the high-fi wireframe and the final prototype
Usability Testing
Participants were recruited from the same persona pool used in our moderated interviews.
We conducted 10 usability tests, focusing on navigation-based questions, to identify friction points on our website and improve its design and functionality.
Storytelling
During my internship at Citizens, I effectively communicated updates to stakeholders and product managers, ranging from research plans to findings.
Using compelling illustrations and short videos, I presented a large volume of information in a creative and easily digestible manner. This allowed additional stakeholders to join the project without extensive in-person debriefing.
Notably, I had the opportunity to present my findings and implications to high-level stakeholders, including the Executive Vice President, Chief Experience Officer, Senior Vice President, and UX Executive at Citizens Financial Group.