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Beyond Learning Experiences
This document summarizes a UX design challenge presented by Rachel Liu, Lead Service Designer at Beyond Learning. The objectives are to deliver a great customer experience, increase market share in emerging markets, and design a registration portal. The existing challenges include a technology-centric rather than user-centric approach and a 10-year old website with legacy systems. Opportunities include establishing working relationships and increasing UX awareness. The problem-solving strategy involves taking a detective, storyteller, and architect approach to understand user journeys through research and blueprinting.
Beyond Learning Experiences
- 1. UXPA | March2019 Rachel Liu | Lead Service Designer Beyond Learning Experiences
- 4. Design Challenge Business objectives ●Delivering a great customer experience ● Increase market share and revenue in emerging markets ● Registration portal requirements for build to E2E experience Existing Challenges ● Historically, technology-centric solutions rather than user-centric ● 10 years old website with legacy systems ● No UX team has been involved designing the current experience. Opportunities ● Establish a working relationship ● Increase the awareness of UX
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- 7. Triangulation of Perspectives Users Extremeusers Experts Cultural experts Domain experts Business Product Customer service Sales
- 8. Triangulation of Perspectives Business Product Customerservice Sales Users Extreme users Experts Cultural experts Domain experts
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- 10. Triangulation of Perspectives Users Extremeusers Experts Cultural experts Domain experts Business Product Customer service Sales
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- 13. Triangulation of Perspectives Users Extremeusers Experts Cultural experts Domain experts Internal Product Customer service Sales
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- 16. Zoom in Zoomout
- 17. Journeys Zoomed Out MOVINGABROAD UNIVERSITY APPLICATION PROCESS ENGLISH TEST BOOKING JOURNEY
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- 21. Different ways totell stories ● ….part of a workshop ● ….journey maps ● ….show-and-tell session (recorded) and shared ● ….summary slide deck with embedded video snippets
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- 26. PrepareBookFind out GetReady After TestBefore Test Take Test Journey Hypothesis Get Results Test day I need to take an English test Continue with Uni/visa process
- 27. PrepareBookFind out GetReady After TestBefore Test Take Test Additional Step Get Results Test day I need to take an English test Continue with Uni/visa process Plan/ Decide
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- 29. PrepareBook Find out GetReady After TestBefore Test Take Test Alternative Journeys Get Results Test day I need to take an English test Continue with Uni/visa processPlan/ Decide BookPrepare
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- 31. PrepareBook Find out GetReady After TestBefore Test Take Test Supporting Journeys Get Results Test day I need to take an English test Continue with Uni/visa processPlan/ Decide BookPrepare
- 32. Supporting Roles Provides financial support Test-takerParent Supporter Test provider (TOEFL, IELTS, PTE-A) Education Agent Legal expert Peers Advisor Language training institution /agent Test Expert Asks for recommendations Takes test Oversea institution/ admissions officer Admissions Take classes, mock-tests Studies overseas Uni and visa application support
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- 35. PrepareBook Find out GetReady After TestBefore Test Take Test Repeating journeys Test day Plane/ Decide BookPrepare Get Results I need to take an English test Continue with Uni/visa process
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- 38. Blueprint as atool
- 39. Different uses ofblueprint ● Visualise insights as a journey ● Alignment in cross-functional teams ● Identify gaps (more research) ● Identify opportunities (ideate, prototype)
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- 41. Building Blocks withlines and symbols ● Main actor ● Supporting actor ● Interaction flows ● Channel ● Artefacts/props
- 44. Outcome | RevisedCurrent State End-to-End User Journey
- 46. The building blocksto create more value Learner Supporting Actors Stakeholders Technology Internal processes
- 47. Food for thought Howmight we design better learning experiences for our stakeholders to show the value of UX?
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