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Pradeepgulur@gmail.com

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Client Brief:

  • Make recommendations for Exemplar LINK, a platform to connect like-minded professionals

  • Help Exemplar Global and Exemplar LINK to provide a connected and integrated user experience

Team:

Research, Story-board, User flow and Presentation.

Clàudia Loscos Pau, Giulia Clemente, Ligibeth Grau, and Pradeep Gulur

My Role:
Challenges:

  • Gather and assimilate the information provided as a baseline for research

  • Understand the challenges in the user experience

  • Identify the user pain points with the certification and the community

  • Align business goals with user needs, wants and pain points

  • Time constraint - 3 weeks

  • Access to users

Objectives:

  • Identify areas of improvement and opportunities for enhancing Exemplar Global and Exemplar LINK

  • Gather insights from key stakeholders and users

  • Provide content and design recommendations

Design Process Overview

Exemplar Global UX Story

(Part - 1: Current State)

Problem Statement 

Users need an easy and clutter free way to register for Exemplar certification and a reason to continue to engage with Exemplar

Research Findings 

Design:

  • Information hierarchy needs to be optimised

  • Disconnect between Exemplar Global and Exemplar LINK

Content:

  • Information is overwhelming

  • Relevant content is challenging to find

Technology:

  • Website is slow to load

  • Difficult to make changes autonomously

Recommendations

1) Understanding Users

Based on our research and stakeholder interviews, it was revealed that only 2% of the monthly visitor count, totaling 1000, complete their profile on the website.

  • Optimise and simplify input fields to complete the profile

  • Incentive to complete profile

  • Take steps to better understand your audience 

2) Customer Service

  • Implement a robust search functionality with advanced filters to help users to find what they need. This would reduce the dependancy on customer service and enhance user experience

  • Provide clear and concise instructions guiding users through common issues and solutions step-by-step

  • Incorporate interactive elements such as images, screenshots to the FAQ to visually illustrate concepts and solutions, improving user comprehension and navigation

3) What is Community for Exemplar LINK?

  • Make existing communities work for you (ie. LinkedIn) 

  • Use an already built natural system and leverage for a professional system that has developer options (ie. LinkedIn and Seek) 

  • Personalised member dashboard to help user share their profile credential

4) Understanding Users

Based on our research and stakeholder interviews, it was revealed that only 2% of the monthly visitor count, totaling 1000, complete their profile on the website.

  • Optimise and simplify input fields to complete the profile

  • Incentive to complete profile

  • Take steps to better understand your audience 

5) Data Strategy

  • Implement data analytics tools and techniques or a data analytic professional to analyse large data in order to improve operational efficiency

  • Develop personalized learning pathways and recommendations based on individual user data to drive engagement and improve learning outcomes

  • Prioritize areas for improvement to allocate your resources effectively and make the most impactful changes

6) Technology / Platform

  • Website is slow

  • Include loading states

  • Explore different platform options

7) Language / Content

  • Reorganise the Information Architecture to reduce overwhelm and help users find what they need

  • Clearly define and tailor information for distinct user groups, including certification seekers, training partners, and certification bodies within the EG audience

8) Proposed user flow

  • Optimized information architecture for different user types

  • Single point sign-in

  • Personalized user dashboard

  • Unhindered user flow

A UX Story

(Part - 2: Future State)

Roadmap

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