An engaging and inviting platform for users to join relevant online trainings
Exact offers a wide range of free online training courses designed to help the users get more from their software. The training courses – which cover basis functionality to in-depth topics– are available to users, whatever subscription they have. In this project I designed a new way of cataloging and presenting this to users.
CONTEXT
Always be learning
Successful entrepreneurs share a common trait: a continuous hunger for new knowledge and ideas. To support this, Exact offer a wide range of free trainings to customers. The flagship Customer Support Portal, built on the Salesforce platform, integrates back-end processes to streamline support, interaction and find documentation. Available 24/7, the portal promotes self-service. Exact offers a multitude of trainings. Ranging from guided training paths, to interactive remote sessions, and recorded videos.
➔
Insufficient knowledge by users of the software leads to support tickets.
➔
Product trainings are offered for free.
➔
Multiple types of product trainings; from live sessions to predefined learning paths.
THE CHALLENGE
A scattered offering
The trainings are currently scattered on multiple platforms. Trainings can be found across support portals, video platforms, and sections of the corporate website. Overhauling and restructuring the availability of trainings is required. Providing a landings page for our users to find all types of trainings.
➔
Multiple sign-up flows and tools to attend a session.
➔
Training offerings distributed over different platforms with varying usability patterns.
➔
No comprehensive catalogue. Maintenance is not centralized.
➔
The existing platforms are not suitable to host all types of trainings.
DISCOVERY
Where can I enroll?
Most users are aware of the existence of a wide spectrum of trainings created by Exact, but find it hard to locate the information, sign-up, and follow the training when convenient. Customers faced several challenges regarding the training offerings:
➔
A confusing user journey to find a training.
➔
Uncertainty and lack of clarity in assessing the provided training content.
➔
No insight in how long a session takes or what the format is.
➔
Unclear where to look for specific trainings.
SOLUTION
Recommended, centralized trainings
We simplified the process for users to browse the training catalogue and register for trainings within the Exact Online Support Portal. I designed an engaging and inviting section for users to join relevant online trainings that is deployable within the current tech stack.
➔
Comprehensive catalogue with all e-learnings and trainings in one place.
➔
An overview page showcasing different types of trainings and the benefits.
➔
Recommended trainings based on user profiles.
➔
Simplified sign-up with a streamlined and easy registration process.
➔
Clear registration process with full insight into upcoming sessions.
IMPACT
Show, don’t just tell
It takes a lot of effort and resources to create trainings. It is now considered ‘premium’ content.
➔
Increased amount of registrations (sign-ups) for live sessions.
➔
Better educated users ask less questions to support.
➔
Insight in, and overview of, the wealth of knowledge the company offers.
➔
Less manual work for training organizers.
