Discover Learning
Introduction
SuccessFactors Learning helps companies ensure regulatory compliance and increase employee engagement through growth and development of new skills. Over the years, the existing experience has lagged behind in the enterprise industry learning trends and needs. In 2022, we set out to enhance product features starting with the homepage to make it smart, unified and modern.
My Role:
Design lead, strategy, planning, facilitating, coaching and directing
Team:
2 Researchers, 4 Designers, 3 Product Managers, 10+ Engineers
Timeline:
July 2022 - March 2023
The homepage enhancement yielded higher customer satisfaction and renewals.
The new Learning homepage
Learning assignments
Contextual actions for course
Outcome driven learning recommendations
Learning was originally designed to address regulatory compliance. The product started to lose its core capability when scaled to increase employee engagement through growth and development of new skills and competencies across different industries like pharmaceutical, finance, manufacturing, retail and government.
How might we provide a guided path into achieving career goals, closing skill gaps and remaining complaint for multiple industries?
Breaking down the problem
Outdated interface and disjointed experience
Highly customizable and configurable
Limited out-of-box functionality
Low usability and NPS scores
Overview of old experience
Learning homepage
Learning Assignments
Learning Recommendations
Learner Archetypes
Key characteristics of a learner persona
The new hire is typically eager to engage in learning and committed to performing their best in their new role. They come to their new organization with fresh ideas and want to share them with their new colleagues.
The leader is a motivated high performer with a high level of experience. They are driven by their career trajectory and want to inspire others.
The high potential is an ambitious learner that desires positions of increasing responsibility and visibility. They also seek to motivate and inspire others to be successful.
The trainee/apprentice is typically eager to learn new skills. They want to meet new colleagues and identify potential mentors.
The career changer is an employee that is eager to learn the skills necessary to start a new career path. They are curious and adaptive but need to grow their confidence in their new skillset or professional field to succeed.
The sales professional is driven to improve their sales performance.
Process
Kicked off the process facilitating a Jobs To Be Done workshop with PMs along with an in-depth understanding of user and customer insights and feature usage.
Key Takeaways
Identified new Jobs we didn’t know about
Overserved outcomes that were unsatisfied by the current solution
Customers were using features meant for other Jobs due to functional gaps
Cross-product dependencies and Admin product gaps were hindering the Learning experience
The in-depth understanding, along with user and customer insights helped us define our focus areas for a successful learner experience for the long term
Guding Principle
Meaningful
Understand and embrace the learner’s growth portfolio
Deliver learning that is timely and prioritized
Surface learning to support skill, job level and development
Accessible
Recognize diverse motives and objectives
Be available anytime, anywhere, on any device across the natural workspace
Deliver delightful experiences inclusive of all learners
Guided
Bring order to content chaos
Eliminate guess work
Support goals and ambitions
Habit-Forming
Tap in to motivations and mindsets
Leverage existing habits to build new ones
Inspire repeat learning
Process
Framed a comprehensive jobs map across multiple features and products to identify gaps and prioritize
Learner journey
Admin journey
Guiding principle gap analysis
Solution- Beta Release
Because the learning product serves multiple industries, we took a multi-release approach to ensure buy-in and adoption. So we set out to release a beta as a first attempt to improving and modernizing the experience
Guiding principle: Guided
Courses assigned to employees so that they can remain compliant
Guiding principle: Habit-Forming
Saved courses displayed on the homepage to acknowledge user investment in the product
Guiding principle: Meaningful and Habit-Forming
Course recommendations from peers to foster a culture of learning
Impact
Customer satisfaction and renewals continue to rise. More and more customers are excited and continue to adopt the beta release. For the first time in over 15+ years, the homepage is getting the attention it needs.