Designing an online training platform
Qualicape specializes in quality,
audit, diagnosis,
risk management
in the health and
medico-social sector.
Qualicape is an
innovative company in its field and wants to use
the latest tools and methods to offer a most suitable service.
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The Socio medical centers need support and
guidance to be in compliance with the French NHS
referential, but the directors are busy and their
constantly evolving schedule complicates the
organisation of an onsite training.
Logistical, geographical and unexpected situations are also
significants obstacles.
Create a customised and flexible digital solution for Socio-medical centers to remain in compliance with the French NHS referential.
Qualicape wants to be an innovative company, and is using tools
such as Lego Serious Play to help solve problems.
One of the
services Qualicape offers is the support and guidance to be in
compliance with the french NHS referential. there are 157
criterias to follow.
At the moment, Qualicape is organising
those training sessions onsite. While providing support and
guidance is very valuable onsite, there are a couple of issues
that were noticed :
Directors are very busy and don’t have much time
: they can’t be available the whole day as they have unexpected
meetings, situations to solve and dont spend much time in their
office.
Cancellation of the training
: Some unexpected issues can delay or cancel the onsite session :
Covid period was an eye opening for the founder
of qualicape as during that time, it was impossible to organise
onsite guidance support. Other events such as
weather condition, or social movements such as
strikes can also cancel the event.
Hard to digest the 152 criterias with only 2 days
training. They can’t be familiar with the referential and ask all
the questions during that training.
The criterias are
often updated and they need regular training.
High cost of onsite training and geographical reach
limitations. The onsite guidance limits the intervention to the region
despite the high demand. Based in normandy, traveling to Marseille
for example significantly increases the budget for the service,
which can sometimes be an issue.
After exchanging with the stackholders, and interviewing clients from Qualicape, I used methods like Empathy Map, Personas, User Stories, Journey Map and Problem Statement, to gather, synthesize and define the major pain points.
- Directors are often in meetings, or away for
their job.
- On-site training is
time consuming
- Costly in
person sessions
- Lack of
flexibility :
limited scheduling flexibility, no self paced
solution
- No option to guide and assist
with efficient support
- No quick way to get
updated content about the news criterias to
follow
- No control over unexpected events
(Covid, strikes, meteo condition, etc)
- Can’t expand business nationwide with only
onsite training despite the high demand
- Consultants spend
most of the time trying to find a suitable date time or on the
road
- Should use innovative and modern
solutions as it’s one of their priorities
-
Unexpected situations such as Covid, strikes,
meteo condition had an important negative impact on business if
limited to training onsite
I set up a brainstorming session based on the major pain points. After discussing the different options, we agreed with the stakeholders that the solution should be available on mobile first, but also desktop and tablets. As directors were always on the move, I focused my designing on mobile. A responsive web app was the best option, allowing the user to switch to any platform depending on the situation to continue learning at any time.
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- Available on smartphone to keep learning when
moving
- Microlearning :
break into 15-30 minutes max per course
-
Efficient Search features
-
Easy and quick navigation
between lessons
- Flexible self paced course, no mandatory
scheduling
- Summary per course to remember
the essential, a reminder if in a hurry
-
Track the advancement and how much left
- Gamification (quizz, feedback, Certificate of
completion, clean visual design)
- Remembers when you last
stopped, inform on current course, finished courses
-
Estimate learning time per course to inform
depending on availability
- Reminder of
knowledge gathered so far (you will learn / you have learned)
- Mix of videos and text based
courses
- Progress visualization
-
Table of contents within each lesson
-
Easily switch from the lesson to another
- Secured and dedicated space to each user
-
Offer support services : phone, chats, emails
-
Consultant keeping the content regularly updated
- Webinars live and replays, Q&A
-
Ressources useful external links
-
Customised questions related to user’s
situation.
- Answers reviewed by consultant
with
feedback
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First Usability testing was conducted after creating the
low-fidelity prototypes. Test were unmoderated and set up for 3
participants, located in France for a duration of around 15 minutes
each. There were valuable insights to consider :
Profile Infos/Logout
I assumed a profile picture with an arrow beside in the top
corner will be a good option to include the
profile infos and logout options,
but i realised users tend to search for those options in the
hamburger menu first.
Navigation issue between lessons
Users hesitated before finding the way to switch lessons. I used a
link showing up a sidebar with the list of lessons, but the link was
not explicit enough.
Confusion scrolling from one question to another in the quizz
section :
as there were 4 questions in the quizz section, it represented a
long list of informations in the mobile format. Users struggled
sometimes to know where they were at.
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The work I made and presented was well received by users and
approved by the the stackholders.
After the first
usability testing based on low fidelity prototypes, I took into
account the feedback and applied changes before conducting a
second usability testing with
high fidelity
prototype. Results showed big improvements in the
user experience regarding the account
profile section,
switching lessons and the
quizz section : All tasks were
completed by the users, much faster that in the
previous test. Users appreciated how easy it is to
navigate through the web app and access the informations they
needed.
I learned how communication and
frequent exchanges with owners and team involved is important, that
keeps everyone informed with the latest
advancements of the project, to make sure we all are on the
same page.
Next step is the
development part, discuss the
security parameters, and the condition of access of
the app for the directors of medico social structures.
There are some functionalities that we kept for future
versions of the app, such as :
- a
dashboard showing the knowledge gathered, with
graphics showing the level reached, and how far they are from the
next level
- a general quick quizz (not only
per lesson) with random questions, they can access to practice their
knowledge on the 157 criterias.
- options to book
mentors,
-
video transcription,
- including different
levels (beginner, mid level, advanced),
- integrating AI and
chatbot for quick help.