In this project, we worked with an interdisciplinary client team to improve the customer experience (with a specific focus on UX/UI) for a collection of online higher ed products.

🛥WHO: A major education company

⏱WHEN: Summer 2022

💡WHAT: A multi-stage, human-centered design research project to seek current pain points and suggest opportunity area

Though the company had strong sales and a devoted long-time user base, they found that both students and faculty were extremely frustrated when using their products. Though they had some general ideas about what might be wrong and how to fix it, they brought in Delve for an outside perspective to really scope out how they might improve the experience of using their products to enable enjoyable learning. This led us to our research question:

Learn the product ecosystem and the relationships between products

Ask the client team about design choices and common issues

Try to use the products ourselves, both from an instructor and student perspective

Research the future of education to identify experience trends driving customer satisfaction

Talk to real users and hear their stories

Synthesize our research findings

 Share our research findings with the client team

Prioritize opportunity areas based on our research and insights and the direction of the client team

Research Protocol

Interview recordings, physical artifacts, and all raw data

Future State research presentation

Research Findings Presentation

Opportunities Findings Presentation

Opportunity Mockups