ELMO Software

Helping organisations and learning leaders educate and share knowledge with their staff.

ELMO Software’s Course Builder is the company’s first and oldest product. In the 10 years that it’s existed, there has been little to no investment to improve it. The goal was to modernise the course building experience and bring it on par with its competitors.

 
 
 
 
 

Problem statement

Course Builder is outdated in both its UI as well as functionality. Customer satisfaction is low and subscriptions to the service are declining.

Our goal is to increase customer satisfaction by focusing on good user experience, designing a new and modern interface, and increasing our feature offering.

 

Role: Product Designer
Responsibilities: End-to-end research and design

 
 

Research

User interviews

I conducted a series of user interviews to learn more about

  • the roles and responsibilities of our users

  • learning cultures

  • pain points with course creation

Personas

I created 3 different personas:

  1. The learning and development (L&D) coordinator

  2. The executive

  3. The small business owner

Contextual inquiries

I observed four L&D coordinators and watched them create courses to understand their behaviours, needs, and challenges.

Journey map

A journey map was created to visualise the end-to-end process of course creation. This helped identify areas of friction and opportunities for improvement.

Synthesis and affinity mapping

I laid out the data from both the user interviews and contextual inquiries and affinity mapped them to draw out key insights and themes which were then prioritised according to the Kano Model.

 
 
 
 

Workshop facilitation

 

I facilitated a workshop with SME’s and stakeholders to:

  • Understand the core value of our product

  • Create a shared understanding of our users and their high-level task

  • Prioritise the next steps

Together, we completed the following activities:

  • Jobs To Be Done

  • How Might We

  • Value Proposition Canvas

  • Dot Voting

  • User flows

 
 
 
 
 
 

Sketching workshop

I facilitated a sketching workshop to generate a variety of ideas from various stakeholders focusing on the home page and editor page.

 

Competitor analysis

I also conducted a competitor analysis to further understand the market and the feature offerings that are available with other course builder products.

 
 
 
 

Low-fidelity mock ups

I created low-fidelity mock-ups to get rapid feedback to iterate on and transform into high-fidelity designs.

Design critique

I gathered feedback from both stakeholders and users to take into the final designs.

 
 

Final Designs

The final designs introduced:

  • a simple and intuitive interface

  • drag and drop functionality

  • modernised UI and features

  • ability to preview courses

  • save and resume functionality

  • bulk editing of slides

  • improved font editing options