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Summer UX Design Internship
Most of the content in this case study is subject to a Non-Disclosure Agreement. The details provided in this case study are a high-level overview and do not contain all the specific details of the project.
Design an experience that helps Residential Dealers find the required qualification content on LCI online.
Focusing on the Residential Dealer.
How might we present the course offerings in a way that better matches the dealer's mental model?
Eliminate as many steps as possible for dealers to get to relevant content
Explore design options for how to orient users to the training curriculum
Explore changes to course enrollment confirmation language (i.e. "view courses" and "start learning")
The Lutron Lighting Control Institute (LCI) offers courses, videos, and CEUs (continuing education units) to keep you up to date on important industry topics and Lutron solutions.
Content for specifiers, contractors, dealers, and end-users ranges from introductory to expert level to get themselves trained to design, sell and install Lutron products in residential and commercial properties.
Click Timeline to expand
Went through the previous research that was done on the project. The task consisted of reviewing the cognitive walkthrough and the heuristic evaluation that was done during the last sprint.
It made me more aware of the UX and Usability issues that currently exist on the website.
Orchestrated meetings with the stakeholder to get a detailed look into the requirements, and the scope of the project and to learn more about the platform. Also got on calls with the residential
Browsed through the Docebo knowledge base to understand the restrictions and possibilities of the tech stack that would greatly impact the proposed design.
Considering the learnings of PI2 and requirements from the stakeholder, I started off with low-fidelity prototypes that had a variety of design recommendations along with additional recommendations.
Designed mid-fidelity wireframes since the users and the stakeholder already have a deep understanding of the platform and a detailed wireframe would help them visualize our design recommendations better.
Came up with a list of questions that we aim to answer
through the user tests.
of the
The interview questions were split into 2 themes-
1. Homepage Redesign
2. Training Overview Redesign
Prioritized the questions by going through the purpose of the redesign, reviewing our wireframes, and touching bases with the stakeholder to make sure that we were aligned with the requirements.
Which homepage Information Architecture is the most intuitive for users to find the content they're looking for?
Should we add a preview of "my training" to the homepage?
If we take away the sub-menus and relocate "Need Help" to the question mark icon in the upper right-hand corner, can people still find help?
Do our revised resi training overviews make users feel more confident that they're choosing the right course?(Can they successfully locate and enroll in qualification training)
Can users find continuing education (i.e. HomeWorks Release videos)? Is it better to re-name that training card?
Do dealers understand future learning opportunities and how to grow as a contractor to higher level/additional systems?
Keeping the interview protocol in mind, I designed an elaborate interaction flow that would help us test the questions we wanted answers for.
Recruited participants from a workshop and asked them to go through a few altenative screens/ flows compared to the current existing designs and asked them their preference.
FIVE
Residential Dealers
🇺🇸 United States of America
🇨🇦 Canada
Made use of a Synthesis Matrix to organize the findings from our research.
It helped me get definite answers to the questions that we were trying to answer through our redesign.
The table involved the following columns that helped us map our findings
Questions: The questions we were trying to answer through the redesign
Answer: The definite answer we received from the user tests
Notes: An interesting insight or finding about that test
Design Proposition: The probable design solution that would help us solve the question
User Test Notes: The corresponding notes that that the users had to say about the specific question during our user test
The current homepage of LCI Online is not the best layout. The users preferred an alternative design that I had proposed.
Users don’t use the “Featured Learning Tracks” and “Popular Programs” links in the submenu
Users don’t mind an extra step after the homepage to sort training content by product
Additional information about course requirements would be helpful to add to the list
There are some small wording tweaks we can make
Very receptive stakeholder who was open to feedback and always gave away great insights to focus on.
A helpful mentor who was always supportive and trusted my instincts
The transition from Low-fidelity wireframes to Mid-fidelity was smooth since I had made the low-fi wireframes to be scalable.
Pilot testing with members of the team was very helpful. It made me more confident about the script and used the feedback to build out a better interview protocol
Coffee chats with team members opened up certain questions that I had not thought about and gave me a fresh point of view.
Limiting the scope since there are so many changes that I could think of but I worked around that by aligning myself with the purpose of the redesign. of the interactions with an unorganized board
Working around the constraints of Docebo but I went through the knowledge base and screenshots of its modules on other websites
Coming up with User Test questions was tricky - Prioritized the questions by going revisiting the “Why” of the project and regularly touching bases with the stakeholder
Struggled a little bit to recruit users but I overcame that by taking a team member’s feedback of sending the participants a reminder email.
One of the user interviews felt robotic rather than a conversation since the participant was not very talkative.
Lost track of the interactions with an unorganized board but overcame that by taking some time to reorganize my board.
New menu with only 3 tabs
Updated 4 new category cards
Aids in reducing the number of clicks and users found these category cards to be more helpful in locating course content.
Extra step that partitions the trainings based on product
This helped users be more confident about the course that they were taking and helped them find all the content related to a product in the same space.
Add prerequisite meta-description for every product training
Change "Continuing Education" to "Release Notes"
To reduce the number of support calls received by the LCI team from the users on the prerequisites required to be taken before they begin a course.
Get rid of faulty breadcrumb and replace it with a Go back instead
Change copy text for when user does not have access to the content
Get rid of the unnecessary search bars in above every qualification training section
Move course id from the beginning of the course title to the end as it makes it harder for users to read/find what they’re looking for
After a discussion with our stakeholders, We realized that we can view google analytics data and set up automatic tools to track users’ trails. But it’s a lot of work to set that up and analyze the data.
More importantly-
It does not give us an answer as to why users are not clicking or following a flow.
The best way to measure success is
By running user tests biannually
Reduction in the number of calls/emails to the LCI team asking about which course to signup for (from customers and salespeople)
Reduction in negative feedback about LCI
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