top of page

Dozuki • 2024 • 12 weeks

Dozuki: Course Redesign

How Redesigning Courses Boosted User Engagement by 10x

Courses4.png
Overview

Overview

Project Goals

  • Learn and Identify root causes of low adoption and optimize the user journey through user research.
    ​

  • Enhance the course assignment experience with features that align with user needs to drive adoption.
     

  • Make courses easier to use for new customers as well as existing customers.

Project Outcomes

  • A successful core feature redesign within 12 weeks.
    ​

  • Increased average courses created by customers by 10x.

  • Increased customer adoption by 35%. From 170 > 230.

Courses Value Proposition

  • Manufacturing companies must train new employees and familiarize them with their standard operating procedures.
    ​

  • Continuous improvement: After frontline workers are trained, supervisors retrain workers as a refresher.
     

  • Filling manufacturing gaps by figuring out who they need to replace when people are retire or calls out sick.

Challenge & Problem

Challenge & Problem

The Challenge

How might we

Redesign Dozuki's course experience to better align with new and existing customers' workflows, ensuring they derive maximum value from courses?

Problems

  1. Dozuki’s Information architecture didn’t match customer’s mental model around courses, making it difficult to use courses without a spreadsheet.
    ​

  2. Important actions being hidden made it hard for users to create courses, leaving training supervisors unsure of how to create a course.
     

  3. Inefficient user experience when managing courses, making it difficult for training supervisors to view who has done what and who can operate what machine.

Qual Research

Qual Research

Qualitative Research

To understand the reasons why and how customers are thinking courses for their manufacturing business, I scheduled 1:1 interviews with existing customers.

Research Goals

  1. Identify the biggest pain points, blockers, and workarounds related to courses.
    ​

  2. Understand their end-to-end workflow for implementing courses.

Workflow Diagrams

Trainer led workflow.png

Trainer-led courses and training

worker self-guided workflow.png

self-guided courses and training

Quantify Screens

Quantifying Existing Screens

Testing Existing Screens

Prior to redesigning courses, the team had assumptions that we wanted validate and to set a baseline metric to compare the redesign to. We didn't have any existing data.

Existing Screens Highlights

Assumptions

Stats

Assumption correct?

Users don’t know where to assign a specific course to a user

See heatmap

🚫

Users don’t know where to assign a specific course to a user

4.00/5.00 Confidence

🚫

Users don’t know how to assign a course from course details

32 sec average (mean)

✅

Users are unsure of what the percentages (%) represent in relation to the course

100% don't know

✅

All Courses Page

Original - courses.png (1).png

Create a New Course

Original - create course.png.png

Edit & Assign Existing Course

Original - course details.png.png

100% of users (n=15) got it wrong. Didn't know how to assign or edit existing course

Insight 1

Existing Experience

Insight 1

Dozuki’s current course experience failed to match customer’s mental model and workflow leaving them unsure how to implement courses in their business.

All courses.png

Customers expressed concerns about the lack of flexibility in course structure and desired more freedom to group courses according to their preferences.

Recommendation 1

Create a course IA (information architecture) to match our customer’s mental model by providing user flexibility to group courses into ‘course groups’.

Rec1.png

✅ Outcomes

📈 Increased average course created who uses courses from 1 course > 10 courses (10x increase)

📈 170 customers using courses to 230 customers (35% increase).

🙌 After restructuring the course information architecture, customers indicated that the new hierarchy made courses feel like a valuable addition to their workflow.

Insight & Design 2

Insight 2

Users had low confidence (3.4/5.0, n=15) on how to add content when creating courses due to the lack of clear descriptions.

content adding.png

Customers knew how to add content in a course, however wasn't very confident.

Recommendation 2

Enhance user understanding of how to create a content inside a course using well placed buttons with clear language and hierarchical structure, addressing user confusion and improving course creation.

new-content-adding.png

✅ Outcomes

📈 After restructuring the website content, our recent usability test revealed that all users found the actions faster (6.5 sec > 5 sec)

📈 Higher confidence (3.4/5.0 > 4.4/5.0) to add content in a more efficient manner.
Insight 2

Insight & Design 3

Insight 3

Users don't understand how to assign a course when viewing it in detail (0%, n=15), which makes them feel like they're wasting a lot of time.

course-details.png

Customers expressed concerns about the lack of flexibility in course structure and desired more freedom to group courses according to their preferences.

Recommendation 3

Help users assign courses by revealing primary actions and implementing a clear hierarchical structure, addressing user confusion.

course-details-rec.png

✅ Outcomes

🚅 After placing actions in better locations, more users found assignment actions faster.

🚅 32 seconds > 6.2 seconds and their actions were more accurate.
Insight 3

Insight & Design 4

Insight 4

Users are frustrated because the current course tracking experience doesn’t align with how supervisors envision tracking course progress.

old-track-courses.png

Supervisors are wanting to track course progress by

  • Courses - Find the course and figure out is taking the course and what their progress looks like.

    • Everyone at the company must complete this course.
       

  • Teams - Find the team to track all the courses that they are taking and their progress.

    • Every member on a team needs to complete a course on the machine that team is responsible for.
       

  • Individuals - Find the individual and track their courses progress.

    • A new employee must complete all assigned courses before starting work to meet regulatory and compliance requirements.

Recommendation 4

Improve course tracking for supervisors by providing the three different methods they prefer for monitoring courses.

track-assignees.png
skills.png

✅ Outcomes

🚅 By providing multiple ways to view course progress, we received feedback that it enabled trainers to quickly identify gaps and manage courses according to their preferences.
Insight 4

Next Steps

Next Steps

With the initial redesign, we received valuable feedback from customers, supported by data from the team. However, one area still missing was addressing the challenge of filling manufacturing gaps in the workforce. The team gathered further feedback and is now exploring solutions to help customers address gaps caused by employee absences, resignations, or retirements.
 

Our course redesign has laid a strong foundation, enabling customers to identify training gaps. The ultimate goal is to ensure these gaps are filled so that manufacturing processes remain uninterrupted and avoid slowdowns.

Personal growth in strategy and leadership

Creating UX strategy for project was challenging and enlightening. The experience taught me the importance of collaborative stakeholder input while having long-term product goals in mind. This collaborative approach improved customer’s experiences as well as our outcomes and enhanced my leadership skills.

Testing early and often

We could only conduct 10 pre-launch usability studies before going into engineering due to the tight timeline.

The need for clear communication with customers and teammates

In this project, I recognized the importance of aligning research methods with project objectives. It highlighted the need to understand the reasoning behind each method, like using heuristic evaluation to uncover usability issues. By focusing on the "why" as well as the "what," I can streamline my approach and efficiently gather the most relevant insights.

bottom of page