Case Study

Streamlining Certification: A Mobile-First Learning Journey

Redesigned a global certification platform to simplify learning and boost completion rates.

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%.

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%.

23% Faster Certification Timelines

18% Drop in Support Tickets

design pic
design pic

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.

Designing with purpose, clarity, and real-world impact. Rooted in research. Guided by systems. Delivered with care.

luis@luiscielak.com

Designing with purpose, clarity, and real-world impact. Rooted in research. Guided by systems. Delivered with care.

luis@luiscielak.com

Designing with purpose, clarity, and real-world impact. Rooted in research. Guided by systems. Delivered with care.

luis@luiscielak.com