Case Study
23% Faster Certification Timelines
18% Drop in Support Tickets
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.
Challenges
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.
Design Decisions
A look at the key design moves that clarified complex flows and improved learner confidence.
Mapped full workflow:
Discovery → Sign Up → Path → Enrollment → Exam → Credentialing
Key UX decisions:
📊 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.
Reflection
Clear guidance and embedded help boosted user confidence and outcomes. Earlier international user testing would have strengthened localization.