SELF SERVICE ACCREDITATION - UX Improvement Case
Self Service Accreditation is a platform for B2B clients facilitating the process of uploading courseware & respective licenses (if any) for validity and final approval. Previously, this was done via email(s). Upon successful completion of the approval process the B2B client would be able to proceed in organizing exams with the Certifications that had courseware approval.
PROBLEM
After watching HOTJAR recorded usage sessions (unmoderated), there were instances observed where some users would upload the licenses in place of courseware and then upload again the same file for the license stage of the upload process. System does not accept duplicate file(s), courseware nor license. The consequence is that such a user would be confused and had to deal with increased workload concerning what would be the best course of action since the UI didn't provide for his/her case. The workaround would be to upload the license on all stages of the process which then triggered the Duplicate File(s) dialogue (rename, skip file, ...) that increased workload. In the case of a file rename selection, that would mess up the meta-data as license files where labeled as courseware and agents would have to check erroneous material wasting productive time.
ANALYSIS FINDINGS
After interviews with stakeholders and agents that faced the above cases it was discovered that some clients used 3rd party courseware with a license that prohibited the sharing of said provided courseware.
After interviews with stakeholders and agents that faced the above cases it was discovered that some clients used 3rd party courseware with a license that prohibited the sharing of said provided courseware.
SOLUTION
Introduced a new option for the user to be excluded from courseware upload by selecting a trusted courseware provider from a known list. User would still have to provide a valid license, though. This addition reduced the average time on task for users and also reduced agents' workload by decreasing the amount of files they would have to audit.
