Click here to jump directly to research deliverables at Qualtrics, or read on for the 3-min case study on researching and designing a new learning & content environment!
Problem
Qualtrics was scaling rapidly from a workforce of 1000+ to 5000+ and the workforce needs for skills development was scaling with it. How might we grow a culture of continuous learning and workforce development that attracts and retains the greatest talent?
Discovery
Upon conducting a thorough audit of the technical environment and learning options in the current environment, we learned that not only were employees inundated with too much information but deep learning and improvement rarely happened in formal learning environments online. Rather true skill development happened on the job if and when the right resources are available with the right manager to act as a coach to help learners reflect within their working environment.
- Interviews and task analysis
- Ecosystem visualization
- Rep learning journey maps
- Workshop on key metrics and value stream mapping
Personas and NEEDS prioritization
I facilitated ideation using the insights from qualitative research and our enablement team followed user journeys in current learning tools to understand what was and was not working with the current learning experience.
The research insights enabled project managers’ analysis of technology providers and informed a high-level content structure for the future-state learning ecosystem based on the needs and feedback of our users.
Findings encouraged enablement teams to use client-facing terminology and better localize materials for different regions to optimize search and retrieval of on-demand content.
Content development was also prioritized based on learner personas, which were socialized to learning content authors across the business.
- User stories prioritization of tasks most important for learners
- Rapid design solutions studio
- High-level content structure
User Testing
- Synthesis and Initial Wireframing
- Test prototype with users across Qualtrics
Iterate on Prototype & DEPLOY
- Information architecture of new platform
- UX of new platform
COURSE DESIGN @ QUALTRICS
Screenshots below are from animated explainers built in Articulate 360. These modules below are the rollout of a new sales methodology, and the online course (25 mins) rolled out to all sellers globally. This course is an example of courses hosted in our library for on-demand learning:
CONCLUSIONS
Based on feedback from concept testing, the team envisioned a brand new learning ecosystem and service touchpoints that prioritized speaking in the language of clients, optimized search, and had smaller format content that could be used more quickly in coaching conversations and informal learning settings.
We continue to measure and optimize the satisfaction and engagement with the redesigned environment and are working to analyze how the design work correlates to performance changes as hypothesized.