Program Quality UXR

Even after 6+ rounds of implementing post-cohort feedback, I noticed that we were still seeing the same pattern of users dropping-off around the middle of programs, and feedback of “the content is great, I just need to make more time”. I wanted to dig into what content-focused improvements the program creation pods could implement so that users would be encourage to finish the program and get the most out of their investment.

O V E R V I E W

Role

Led a team comprising two Content Strategists and myself through each stage of the UXR.

Objectives

A set of user-centered best practices for Content UX in program development

Business Outcomes & Impact

With a new set of best practices guidelines, the program creation pods were able to make smarter tradeoffs with their limited creation time. These micro changes were in service of decreasing learner burnout while increasing content quality. Notable changes included:

Strict cap on lesson length to 15 minutes max.
Decrease in design decision fatigue — knowing what visuals to make from scratch vs. templatize.
Increased focus on quality of examples.

D E S I G N P R I N C I P L E S

Iterative

We accepted that our interviews guides would only be a start and that we would discover new questions and directions to move towards.

Decision-First

UXR is an expensive and time-consuming investment. It had to be more than a pulse check, we needed to decide what we were going to make or change as a result of what we discovered.