Cakap x Prakerja: Enhancing the Learning Experience
Abrita W
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Posted Sep 18, 2024
Redesigned Prakerja’s redemption flow on Cakap, boosting revenue by 57.95% and improving attendance rates, achieving 2024 compliance.
Overview
Cakap collaborates with the Prakerja program to offer courses aimed at enhancing participants’ skills and employability. The platform provides various self-paced courses, including language learning and professional skills development, tailored to meet the requirements of the Prakerja initiative.
Objective
Ensuring compliance with Prakerja 2024 by enhancing the Prakerja students’ experience on the Cakap platform through redesigning the redemption flow and providing clear instructions, ultimately improving course completion rates.
Role Product Designer
Duration Dec 2023 - Feb 2024
Team Product Manager, Researcher, Analyst, Designer, Writer
Problem Statement
Prakerja students faced obstacles in effectively using the learning platform due to accessibility issues and complications with redemption codes. This led to increased confusion, user complaints, and a low course attendance rate of just 44.57%, which directly impacted company revenue.
Research & Analysis
User Research
Conducted usability testing with Prakerja students and internal teams, revealing key issues:
The redeem flow contains redundant actions for redeeming codes and lacks clear instructions, leading to user confusion.
Lack of contrast in design elements
Non-notifiable notices, participants failed to notice or seriously engage with important notifications due to unclear visual cues.
Key Insights
Users faced difficulties understanding the redemption process because they were could not—or did not want to try—to differentiate between KODE BELAJAR and KODE REDEEM PRAKERJA. due to unclear instructions.
Technical challenges and inadequate support led to frustration, affecting the completion of courses.
Opportunity
To enhance the learning experience by redesigning the redemption flow, simplifying the LMS interface, and providing clear & accessible information, increasing both student satisfaction and course completion rates.
Ideation
How might we enhance the clarity of instructions for the redeeming process and improve accessibility within the learning management system to reduce confusion?
In our design studio, we proposed improvements based on insights from usability testing and benchmarking
Due to the confidentiality, I am unable to provide the details in this case study.
General flow for redeeming a code and accessing the Cakap Learning Management System.
Here we prioritize our ideas:
The Final Design
Redeem Flow
Code Redemption Flow
In the redeem flow, a confirmation pop-up for the prakerja course is displayed to ensuring that users can easily understand or differentiate both codes. The user is also provided with instructions on how to find and redeem each code.
Learning Management System
Implement interactive elements that respond to user actions, providing immediate feedback on completion steps.
Introduce clear visual cues such as checkmarks, progress bars, or color changes in each section to signify completion status and assist new users without overwhelming them during their exploration of the learning material.
Outcome
Achieved a more seamless user experience, which reduced complaints and increased the course completion rate. Here are some results:
Prakerja revenue grew by 57.95% within 30 days of implementation. The attendance rate improved from 44.57% to 70.00%, resulting in a success rate of 63.56%
Improved course completion rates and user satisfaction directly contributed to higher revenue, meeting the Prakerja program's 2024 compliance requirements.
Reflection and Learnings
We faced challenges in simplifying complex Learning Management System (LMS) processes while ensuring compliance with Prakerja 2024 requirements. Key learnings from this experience highlighted the importance of user guidance, clear affordance signals, and contextual support in enhancing user engagement and satisfaction