Summary
Sanofi S.A. is a French multinational pharmaceutical company headquartered in Paris, France. Their main ask was a new employee learning platform due to a outdated scattered platform with close to no engagement. The old platform consisted of different outdated systems with no human centered approach. My role was to research, design, copywrite and validate a new design. Main objective for our team was to help conceive a new agile, scalable Learning Management System to keep up with the significant learning regulations required. An important boundary given by Sanofi however, was that we could tackle everything within the as-is situation except for the actual training itself. Once in a training, the user would be in an external training environment facilitated by a company called Cornerstone. Despite this (for us unpleasant) fact - we still saw a huge amount of profit to be gained: doing an online training is the end-station for a user, while the entire customer journey before and after the training, was still completely unserviced. Compiling this project is still in progress, the outlines might be already comprehensible.
Business challenge
Next to an outdated interface, Sanofi faced another challenge: it is a large organization with a very wide range of diversified users. Employees with different levels of intellect and personal learning needs. None of these users were met in their needs. But I see this often: the current system was built at a time were platforms were built from a technological perspective and not from a human point of view. As a result, almost all employees experienced learning at Sanofi as an annoying obligation instead of a personal gain.
Project objectives
- Design a learning platform up to industry standards;
- Increase compliance of mandatory learnings and deadlines per function;
- Increase independent learning on own iniative without obligation;
- Serviceable and understandable for all (distinct persona's).
Research
1. Desk research
The first logical step: requesting access to the excisting learning platform. Logged in with a demo account, I took all possible routes in order to map out current userflows. This quickly proved the reason for painpoints: information seemed randomly positioned without any logic for the user and my eyes were all over the screen. After understanding and feeling what the average user went through, I started a design pattern research (including e-learning competitors). What I tend to do when gathering design patterns is to focus mostly on B2C patterns. This because in the past decades, many platforms within enterprise are so far away from the consumer-faced experiences we are used to in our personal lifes. The latter is designed for us as people, while enterprise platforms are primarly created for data insights and achieving business goals. All in all I focused on learning platforms with high engagement of independent users. So users that log in on a voluntary basis. Examples: Coursera, Lynda, LinkedIn learning.
2. Interviews
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3. Journey mapping
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Key take aways
Having done the research as described above, we gained quite some insights with the following key take aways:
- 🔑 - Be where the user is: Mobile first
- 🔑 - Manage pattern expectations: Shifting from B2B to be B2C patterns
- 🔑 - Social proof
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Information architecture
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. service blueprint, Defining userflows, pagetypes, low fi sketches, wireframes striving for a first solid foundation to iterate on.
MLP (Minimal Loveable Product)
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Problem-solution fit
- 💎 - B2C design patterns
- 💎 - Motion in design
- 💎 - Gamification
- 💎 - Conversational interface
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