Cherwell Learn - Learning Services Portal Consolidation
BUSINESS PROBLEM AND GOAL
Learning Services consisted of multiple portals with unique logins housing its full library of offerings. The Cherwell Learning Portal housed Self-Paced eLearning Modules and training materials for the live classes. The Video Learning Library was a portal dedicated to on-demand training videos averaging 5 minutes in length. The public facing website was used for marketing and scheduling for live classes.
As we were outgrowing the platfoms, a WordPress site with limited reporting features, and a cumbersome LMS with limited user interface tools, we decided to move to entire new system. The team decided on a CMS that had the capabilities of a LMS with ungated website page functionalities. The goal was to combine Learning Services homepage, LMS, and Video Learning Library into one comprehensive training experience. This would consolidate all our contacts, course offerings, marketing, and reporting under one login, with specific experiences based on the users place on our lifecycle. As a team we created the requirements for our new portal. This project began about a year after redesigning Cherwell University.MY ROLE
After we chose a CMS, I was tasked with designing the platform. My job was to translate the team's requirements based on our workshops, and the pain points stemming from customer surveys. I designed the look and feel, and also the user flows used by the vendor's onboarding team to facilitate our weekly standups. I created a new Website Architecture connecting the platform to our public site, and designed the new user interface within the limitations of the platform, but also managed the integration of 3rd Party apps for extended features.
DISCOVERY
Cherwell is a B2B company, selling an ITSM software solution. The majority of IT professionals are 34 to 44 year old males. They are technologically savvy as their jobs depend on in-depth application knowledge. Administrators, Developers, Users, and managers will all rely on the site to make the most out of their Cherwell Software purchase, and ultimately their jobs.Competitive Analysis/ Industry Trends
For this project I looked closely at a direct competitor to evaluate strengths and weaknesses. Their site didn't use material design or a dynamic search. They didn't offer on-demand training, Learning Paths, or Certifications for their software at the time. My user flows were designed to accommodate these features. As we had an extensive amount of content to manage I also referenced a number of streaming applications.
Prototyping
Learning Services served about 8 personas: Partners, Cherwell Employees, Anonymous Users, Cherwell Training Packages and Subscriptions, Individual Users, and Prospects. Each persona needed a catered experience in the portal:
Cherwell Learn’s homepage would provide branches for each persona. One of these branches was course registration. I designed a dynamic registration form to accomodate any registrant/persona, using Wufoo.
