UX research to improve online learning experience at The Hanover.
For this project we wanted to understand the frustrations our employees experienced while using the current LMS in order to make design recommendations to our vendor partners as well as create a feature roadmap for the product team in an effort to improve learning experience for employees and managers at The Hanover.
I wanted to focus on individual experiences with the current LMS platform which required a focus on UX research methods to uncover the employee pain points.
Target users for this research were employees and managers at The Hanover.
I sent out surveys to a select number of employees and managers at The Hanover to get a high-level understanding of their experience using the LMS platform.
While the survey gave crucial user insight, I went further to conduct one-on-one virtual interviews with 15 employees and managers to dig deeper into their personal experiences using the LMS platform.
A lot of the discussions I had with employees and managers centered around:
I collaborated with the product team to analyse trends from the interview sessions.
Personas developed to communicate employee and manager pain points to stakeholders with one persona representing the use case for employees and the other for managers.
User journey maps developed to explore opportunities to make improvements to the LMS platform.
The LMS platform had a number of problems:
We were able to ideate on solutions to the challenges with the LMS platform using the below how might we statement.
How might we improve the learning experience for employees at The Hanover?
I conducted competitive research on several LMS platforms to discover gaps in the market that we can leverage to further improve user experience on the new learning platform
Going off of the results from my research, Docebo and efrontlearning LMS were the top LMS platforms tackling similar user problems with innovative solutions. Leveraging these solutions combined with our ideations would provide a better experience on the new LMS platform.
Tying it all back to business goals, we mapped out solutions that were most important to work on for the first iteration of the new learning platform and to also inform our product strategy.
Using my research to solve the underlying problem with the existing experience, I was able to provide the following design recommendations for the new LMS platform to the product team and our vendor partners:
This project made me appreciate the importance of listening to seek diverse perspectives during every stage of the design thinking spectrum. As humans, It’s very easy to arrive at solutions through our own lens, which is inherently narrow. With this project I learned that listening with far greater bandwidth helps to understand other people’s perspective.
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