Support website for new users

Support website for new users

DURATION

5 months

DURATION

5 months

CLIENT

Edumersive

CLIENT

Edumersive

Digital Design

Digital Design

UX Design

UX Design

Education

Education

PROJECT OVERVIEW
PROJECT OVERVIEW

Edumersive provides schools and other educational facilities with a VR software. It was getting used by more and more users and needed a place they could go for their questions and answers.

Edumersive provides schools and other educational facilities with a VR software. It was getting used by more and more users and needed a place they could go for their questions and answers.

The Challenge
The Challenge

The educational workers have many challenges to conquer and usually don't have much time to experiment and/or fully learn new products. The challenge here was to find out how I can make the learning process of Edumersive simpler for the new users.

The educational workers have many challenges to conquer and usually don't have much time to experiment and/or fully learn new products. The challenge here was to find out how I can make the learning process of Edumersive simpler for the new users.

"This website is a significant step forward in our commitment to providing our users with the best possible support. We believe it will empower users to get the most out of their experience."

"This website is a significant step forward in our commitment to providing our users with the best possible support. We believe it will empower users to get the most out of their experience."

"This website is a significant step forward in our commitment to providing our users with the best possible support. We believe it will empower users to get the most out of their experience."

Daney Timmers

Daney Timmers

Owner and developer, Edumersive

Owner and developer, Edumersive

WHAT I DID
WHAT I DID

By listening to what the users wanted and observing their actions during these first time uses, I learned that they searched for examples on how to use similar products. A search that was either time or energy intensive. I designed a website where they can find all the examples they would want in one simple place.

By listening to what the users wanted and observing their actions during these first time uses, I learned that they searched for examples on how to use similar products. A search that was either time or energy intensive. I designed a website where they can find all the examples they would want in one simple place.

PROCESS
PROCESS

Being on a tight deadline, I decided to analyse what their competitor's websites look like, learned what they wanted to show to clients, and also what they might want to do in the future with the website.

Being on a tight deadline, I decided to analyse what their competitor's websites look like, learned what they wanted to show to clients, and also what they might want to do in the future with the website.

Discover
Discover goals
Discover goals

The company and the product were still relatively new. Therefore, I had several goals to achieve to help set up the company with information they could also use later on.

The company and the product were still relatively new. Therefore, I had several goals to achieve to help set up the company with information they could also use later on.

Discovery goal 1
Userbase awareness
Userbase awareness

Identify who the primary users are of Edumersive at the time. This would help determine who future customers could be and also if there are use patterns among differing persona's.

Discovery goal 2
Learning journey
Learning journey

Map how users engage with the product on their first time uses. Here I could determine where pain points exist in their journey.

Interviews
Interviews
Interviews

For this project, I interviewed 5 people who all have used the product to varying degrees.

For this project, I interviewed 5 people who all have used the product to varying degrees.

3 of the interviewees were current users of the product. This helped determine the user journey most up to date with the current version.

1 of them was a user in the past but recently quit. During their use they were a prominent user of the software and therefore their insight was still of value.

The last person interviewed was a potential future user. It was someone who, based on the other users, could be a future user of the software. That is why the insight into how they would probably pick up the task of learning the software is valuable.

3 of the interviewees were current users of the product. This helped determine the user journey most up to date with the current version.

1 of them was a user in the past but recently quit. During their use they were a prominent user of the software and therefore their insight was still of value.

The last person interviewed was a potential future user. It was someone who, based on the other users, could be a future user of the software. That is why the insight into how they would probably pick up the task of learning the software is valuable.

Finding 1
Uncertainty in use
Uncertainty in use

Users experienced uncertainty when making their first lessons in the product. They expressed their uncertainty in determining what actions would be best to take first.

Finding 2
User skill variance
User skill variance

Customers expressed that after some became competent in using the product they noticed their colleagues were not equally catching up in skill. For this reason, the more skilled users were then designated as a teacher/guide for the product within the company.

Finding 3
Resource limit
Resource limit

Users expressed that even before using the product they had limited time to their hands. Their tasks take up most of their time leaving them with little room of taking on additional courses.

Finding 4
Unmet expectations
Unmet expectations
Unmet expectations

Some users said that they were hoping for certain features to be included with the product weren't there. They wished some tasks would be taken over for them and/or would be explained in one way or another.

Define

During the discovering phase it is important to organise and group findings. After the previous findings it was possible for me to formulate different key points necessary to do more targeted research in the future.

During the discovering phase it is important to organise and group findings. After the previous findings it was possible for me to formulate different key points necessary to do more targeted research in the future.

User journey
User journey

The user journey is comprised of the general course the users commonly seem to take.

The user journey is comprised of the general course the users commonly seem to take.

User persona
User persona
User persona

This persona served as a guiding point and mental anchor point whenever I needed a refresher for who I was designing a solution for.

This persona served as a guiding point and mental anchor point whenever I needed a refresher for who I was designing a solution for.

Refined Discovery

After having spoken to the users, I had a better idea of what they desired and what knowledge I was missing and had to fill in.

After having spoken to the users, I had a better idea of what they desired and what knowledge I was missing and had to fill in.

Re-Discovery Goal 3
Competitor analysis

Survey how similar products support users their usage. Here I could see what similar things competitors attempt to adress and also determine by cross examination what Edumersive's users would be missing from other products.

Re-Discovery Goal 4
Gather and compare

Refine what wishes users have when using the product for the first time and compare how those wishes align with how competitors attempt to fullfill them.

Competitor Analysis
Competitor Analysis

I wanted to see what competitors did with similar products. I wanted to see if there was anything worth replicating or to avoid.

I wanted to see what competitors did with similar products. I wanted to see if there was anything worth replicating or to avoid.

Develop
Develop steps
Develop steps

In this phase, I worked on generating ideas with and for the users, testing these ideas, and also refinining the ideas towards the final product.

In this phase, I worked on generating ideas with and for the users, testing these ideas, and also refinining the ideas towards the final product.

conceptual phase
conceptual phase

These ideas were synthesized from brainstorms I did with several users. With these I scheduled testing moments with these and other users to gather their opinions.

These ideas were synthesized from brainstorms I did with several users. With these I scheduled testing moments with these and other users to gather their opinions.

Prototype phase
Prototype phase

The testing of these features and concept was done with users of the product and also with people who aligned with the persona.

The testing of these features and concept was done with users of the product and also with people who aligned with the persona.

The testing was divided into 3 phases. Pre-, during, and post-use of the prototypes. During these phases questions were asked either relating to the prototypes or to similar products they might have used in the past. This was done for the specific reason they would be primed to look for their needs when working with similar products.

The testing was divided into 3 phases. Pre-, during, and post-use of the prototypes. During these phases questions were asked either relating to the prototypes or to similar products they might have used in the past. This was done for the specific reason they would be primed to look for their needs when working with similar products.

Findings
Desire for Replication
Desire for Replication

Users expressed that they prefered a way to replicate the lesson material in one way or another. They wanted a way to either copy or be explained how to replicate material they were seeing. They prefered the concepts that had either of these things.

Separation from product
Separation from product
Userbase awareness

A preference for separation from the product was made clear by users. They wanted a way to use other features they enjoyed outside of the product. They wanted to be able to not only be locked into the product when learning about it.

Deliver
Final concept
Final concept

The final prototype was a combination of all concepts that were tested.

The final prototype was a combination of all concepts that were tested.

It combined features from all them and I also kept in mind the findings from the tests. It all culminated into a website where users (new and experienced) can go to get inspiration from pre-built lessons, learn how to write a script for their own digital lessons with Edumersive, and also a FAQ section which Edumersive did not yet have but was heavily requested by users.

This final version was then once more shown to several users whom responded immensely positive to it. This platform is now what Edumersive is using to help guide new users into using their quicker product.

It combined features from all them and I also kept in mind the findings from the tests. It all culminated into a website where users (new and experienced) can go to get inspiration from pre-built lessons, learn how to write a script for their own digital lessons with Edumersive, and also a FAQ section which Edumersive did not yet have but was heavily requested by users.

This final version was then once more shown to several users whom responded immensely positive to it. This platform is now what Edumersive is using to help guide new users into using their quicker product.

Reflection

During the project, I took a lot of detours now that I look back on it. I did a lot of research which eventually wasn't used (directly). I even created and gave a workshop as a concept test to see if that was a viable solution.

This project taught me a bit more on when to abandon an avenue and also how to work through adversity (I was diagnosed with MS nearing the end of the project and had to take a break).

In future projects I wish to talk to even more users since that was not possible in this case. I did interview a lot of people but most of those were not actual users.

My overall opinion of my final product and this project are satisfactory however. I enjoyed working on it and with the people.

During the project, I took a lot of detours now that I look back on it. I did a lot of research which eventually wasn't used (directly). I even created and gave a workshop as a concept test to see if that was a viable solution.

This project taught me a bit more on when to abandon an avenue and also how to work through adversity (I was diagnosed with MS nearing the end of the project and had to take a break).

In future projects I wish to talk to even more users since that was not possible in this case. I did interview a lot of people but most of those were not actual users.

My overall opinion of my final product and this project are satisfactory however. I enjoyed working on it and with the people.