.png)
NRL Community Coach is a volunteering program for people interested in giving back to the community by becoming Rugby League coaches.
The program requires an accreditation certificate to be completed, which includes, an online course and on the field workshop.
My mission is to provide a solution to enhance the user experience and make the accreditation process as streamlined and easy as possible to achieve retention and increase the acquisition of volunteers.
01. Evaluate the current user journey while getting the Community Coach accreditation through the Play Rugby League Learn platform
02. Streamline the process and make interacting with the platform easy and intuitive.
03. Increase retention and acquisition of volunteers by providing the best user experience possible.
Problem Space:
I worked as part of a team of 8 UX design students, along with our mentor in a timeline of 6 weeks to go through the research, user interviews and analysis, using different UX Frameworks
Solution Space:
This was an individual effort from sketching to wireframes to Hi-Fi prototypes to provide the final solution with the aid of the research from the previous step with a timeline of 4 weeks
01 - Highlight important information
02 - Remove unnecessary navigation
03 - Simplify the access to resources
04 - Increase legibility
In this project we made use of the Double Diamond method:
We started at the discovery phase, diverging to get an understanding of the problem space and insights into the users.
Second started converging in an attempt to define the problem we should be solving.
In the second phase I went into the ideation phase and started diverging to develop possible solutions and prototype to test with users and start iterating for the final solution.
Lastly, after focusing on a few areas of the website, I delivered a Hi-Fi prototype and suggestions to improve the user experience.
After gathering information, and interviewing users to get as much insight as possible, the Persona of Oliver was born. This helped me to make sure I always have a point of reference to go back to, so I can base my solution on Oliver's wants and needs
.png)
First, started with a stakeholder interview, where we gathered information about the client's goals, pain points, constraints and hopes for the outcome of the project.
As a first round, we performed 5 interviews per designer, through video calls, surveys and face to face. We collected a fair amount of information and insights to inform our approach to the solutions.
Lastly, we did usability testing with some of the same users that we interviewed to determine where what have we got right and what can we iterate and improve upon.
People interviewed: 30+
Approach: Surveys, Video calls, 1-1 face to face
Methodologies: 5 Whys, a mix of shadowing and observation, Usability testing...
In an attempt to understand what Oliver (Persona) hear, say, do, think and feel when it comes to his interaction with the program.
We made use of the empathy map canvas to organize and cluster information, in a manner that allows us to reveal further insights about Oliver.
For the purpose of understanding the market and existing services, I performed research on direct and indirect competitors of the program, to reveal areas where they succeeded or failed, so I can learn how might I improve on that, and give an edge to the NRL's Community coach program.
The original design was based on a 3 column layout, which reduced the available space for each section and made reading the content challenging.
Some of the design elements gave the page a dated look and not intuitive for users of a younger generation
CTA's. (Call to Action) were not highlighted or easy to identify
To achieve better legibility, I opted for a 2 column layout, which provides more screen space to the content to be displayed and read easily.
I highlighted Important CTA buttons by using color psychology to my advantage & provide the user with meaning for the actions right away.
To simplify some of the actions, e.g. downloads or giving a way out to the user when it's not the right accreditation, I used buttons instead of links and reworded some of the headlines for more clarity on their purpose..
.png)
I experimented with the layout to find a structure that can host all the important information, while giving breathing room to all elements for better legibility
Replaced unnecessary navigation with a more streamlined journey to different sections available for the users to jump between and view available information
A side navigation bar could help provide more screen real estate for other elements in the Navigation bar and give an opportunity to showcase more information
To provide more space for important call-to-action and content, a second level Navbar could help solve this by adding navigation options that could otherwise be hidden.
A search drop down could help users get to the content they need, but not sure how to search for and also highlight content that might be hidden under other layers.
To access the different course categories, a sidebar menu could help provide access an easy selection functionality while reserving the space for more important call to actions
Here I started materialising the design into Lo-Fi screens to have a better understanding of how I can improve the current design
To test with users & get feedback on the design so far, I continued creating Lo-Fi screens to have a flow simulation of the process.
Once again, to eliminate unnecessary navigation, I explored a possibility to have the history of cancelled courses in the main area
For consistency with the rest of the pages, I designed a minimalistic page that illustrates that currently there are no pending enrollments
To solve one of the user's pain points, I explored the option to download the course certificate directly from the completed courses page
After learning from the client, this is an off the shelf product, I wanted to provide a glimpse into how the platform could be as a custom solution
.png)
Works best on a desktop or tablet
Click here to open in Figma
Understanding the needs, challenges and frustrations of the NRL's learning platform participants was the biggest obstacle to overcome, as there was little direct feedback from the users on their experience using the platform to achieve their goals.
The solution was based on the process of simplifying access to the content, removing unnecessary navigation and clearly showcasing the important actions.
The solution touched on some important user pain points that they were aware of e.g.
"Being able to download a certificate without going to the course",
"Navigating between sections without leaving the page",
"Having a clear indication of what site a user is on currently"
and more...
The client thoughts on the redesign of the layout and look of the website was very positive, and the following are some of the comments:
"It looks brighter and easier to read"
"It feels less cluttered"
"It has a more modern look"
Tools & Assets
Navigate to other projects
.png)
