Streamlining Certification: A Mobile-First Learning Journey
🔖 Redesigned a global certification platform to simplify learning and boost completion rates.
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.
Research & Insights
Our research focused on understanding how working professionals engage with professional development platforms and identifying key barriers to certification completion. Through a mixed-methods approach combining quantitative analytics and qualitative user research, we uncovered critical insights that shaped our design strategy.
Methods:
In-depth interviews and usability testing with 37 platform users
Analysis of learning analytics from 500+ sessions and heatmap tracking
Survey responses from 100+ global learners and support ticket review
Findings:
Avery C.
First-Time Learner
“I had no idea where to start. It felt like I had to figure it out on my own.”
Skyler R.
Returning Member
“I just wanted a roadmap: where I am now, what’s next, and how far I’ve come.”
Design Decisions
A look at the key design moves that clarified complex flows and improved learner confidence.
Key UX Decisions:
Iterated to simplify language, highlight milestones, and optimize the dashboard.
Outcome
The final solution included a mobile interface for technicians to track jobs, a real-time console for dispatchers, and a modular design system built for future scalability.
Impact:
Casey B.
Learner Feedback
“This new platform is exactly what I needed—everything is clear now, and it feels so much easier to keep going.”
Reflection
Clear guidance and embedded help boosted user confidence and outcomes. Earlier international user testing would have strengthened localization.