Luis Cielak – Lead Product Designer

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

23% Faster Certification Timelines

40% Faster Job Completion

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.

Challenge

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.

Challenge

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.

Challenge

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.

Solution

We redesigned the experience with:

Unified certification pathways.

Guided dashboards and visual progress tracking.

Embedded contextual support.

Fully mobile-responsive design.

Solution

We redesigned the experience with:

Unified certification pathways.

Guided dashboards and visual progress tracking.

Embedded contextual support.

Fully mobile-responsive design.

Research & Insights

We built a digital dispatch platform optimized for field use and HQ monitoring, with:

Methods:

Shadowed dispatchers and rode along with technicians

10+ contextual interviews

18 interviews with diverse learner segments

Data analysis + NPS reviewsextual interviews

Spotty Connectivity: Offline access was critical

Simplicity First: Field techs wanted less clutter, clearer visibility

Visibility Gaps: Dispatchers needed real-time insights

Findings:

73% confused about starting points

40% drop-off during registration

Need for transparency and trust-building

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.

Mapped Workflow

Discovery → Sign Up → Enrollment → Exam → Credentialing

Mapped Workflow

Discovery → Sign Up → 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.

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:

⏱️ 23% Faster Certification Timelines

📉 18% Reduction in Support Tickets

📈 +12-Point Satisfaction Score Boost

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.