eGain University
Year / Platform:
2021-2022 / LMS
Role / Team:
Learning experience designer (UX, visual, LMS) / E-learning manager.
eGain is a knowledge management and customer service platform, supporting businesses since 1997. eGain University is its educational platform, instructing both internal and external users on utilizing eGain’s products. I led the redesign of the platform, enhancing the experience and presentation of learning material.
Problem
Challenge
The goal of the project was to redesign the LMS experience and the training material style, which included:
• Providing users with a self-service experience rather than requiring manual enrollment by an administrator.
• Revamping the platform with a refreshed visual design, incorporating new dashboards and pages instead of merely presenting a wall of course cards.
• Rethinking the tools to use and the way to present training material.
Users
eGain University caters to employees, customers, and partners. Employees have access to exclusive and confidential information, whereas customers and partners can only view publicly available product-related content.
Internal user
New employees participating in onboarding and product training. Experienced staff obtaining certification and product updates.
External user
New customers and partners, or existing relationships with new teams, learning how to use the eGain platform.
For this project, I considered how other companies present their education platforms and how these platforms enable and motivate users to learn.
I aimed to empower the user to pursue their curiosity while enhancing and elevating the user’s experience.
Previous Design
Previous Dashboard
The user only had access to a wall of courses that an administrator selected, depriving them of context, agency, and freedom of choice.
Original eGain University landing page
Previous Course Style
The courses were slow, uninspiring, and monotonous. Users often reported feeling understimulated and quickly becoming bored.
Original eGain University course style
Approach
Icons
We sourced an icon set that aligned with the course content. This helped users identify the focus of various courses and learning paths at a glance.
The icon set used for the redesign
Layout
I wanted users to navigate intuitively and self-enroll in courses and learning plans, which meant creating a new dashboard and pages.
New dashboard layout vs old dashbaord layout
Banners & Cards
I created banners and cards for the new dashboard and pages with colorful patterns that drew the user’s attention.
Banner and card sketches
Product
Landing Page & Pages
Redesigned eGain University landing page
eGain product training page
Redesigned landing page on mobile
Redesigned landing page on mobile
Dashboard
A simple, bright, and colorful card-based design was selected to offer the user intuitive navigation.
Courses & Content
Instructional product walkthrough video excerpt
Course excerpt from the Knowledge Academy
Course excerpt from the Generative AI Masterclass
Instructional video excerpt from the AssistGPT for Knowledge User Experience series
Results
Engagement and satisfaction with eGain University rose significantly after the redesign.
• Course completion rose by over 1500%.
• Global onboarding time was decreased by over 37%.
• The enhanced LMS and course design received acclaim from leadership and sparked inspiration across the company.
Lessons Learned
• Investing time in researching the best option is truly worthwhile. It's better to have a reliable product than to patch up something that is broken.
• Don't be afraid to explore a new direction. By changing the L&D approach, we revitalized eGain University and increased interest in it.
• Teamwork makes the dream work. Don't try to do everything on your own—trust your team and seek their input regularly.