TL;DR
Led the redesign of a certification experience platform, transforming a fragmented process into a streamlined, mobile-first journey. Reduced learner drop-offs by 18% and accelerated certification timelines by 23%.
Overview
A global certification body served over 250,000 learners but its digital experience was fragmented, leaving users frustrated and support teams overwhelmed. I led the UX overhaul to deliver a cohesive, guided certification journey.
Problem
The process was disjointed and confusing:
- ❌ No Clear Guidance: Learners didn’t know where to start.
- ❌ High Drop-Offs: 40% of users abandoned midway.
- ❌ Disconnected Systems: Frustrating system switching.
- ❌ Low Trust: International learners were unsure of the right path.
Solution
We redesigned the experience with:
- Unified certification pathways.
- Guided dashboards and visual progress tracking.
- Embedded contextual support.
- Fully mobile-responsive design.
Research & Insights
Methods:
- 18 interviews with diverse learner segments.
- Data analysis + NPS reviews.
Findings:
- 73% confused about starting points.
- 40% drop-off during registration.
- Need for transparency and trust-building.
“I had no idea where to start. It felt like I had to figure it out on my own.” — First-Time Learner
“I just wanted a roadmap: where I am now, what’s next, and how far I’ve come.” — Returning Member
Decision Decisions
A look at the key design moves that clarified complex flows and improved learner confidence.
Mapped: Discovery → Sign Up → Path → Enrollment → Exam → Credentialing.
Core UX choices:
- 📊 Unified dashboard.
- 🗺️ Visual journey map.
- 🛠️ Contextual tooltips + guidance.
- 📱 Mobile-first layouts.
Iterated to simplify language, highlight milestones, and optimize the dashboard.
Final Design
- Seamless end-to-end flow.
- Real-time progress indicators.
- Fully responsive UI.
Impact
- ⏱️ 23% Faster Certification Timelines.
- 📉 18% Reduction in Support Tickets.
- 📈 +12-Point Satisfaction Score Boost.
“This new platform is exactly what I needed—everything is clear now, and it feels so much easier to keep going.” — Learner Feedback
Reflection
Clear guidance and embedded help boosted user confidence and outcomes. Earlier international user testing would have strengthened localization.