Skillshare UX Case Study
Empowering Skillshare with real-time mentor support—2 days wait cut to 2 seconds
MY ROLE
UXR/UXD
TIMELINE
Jul '24 - Oct '24
INDUSTRIES
EdTech
TOOLS
Figma, Fathom, Illutrator
Skillshare UX Case Study
Empowering Skillshare with real-time mentor support—2 days wait cut to 2 seconds
MY ROLE
UXR/UXD
TIMELINE
Jul '24 - Oct '24
INDUSTRIES
EdTech
TOOLS
Figma, Fathom, Illutrator
Skillshare UX Case Study
Empowering Skillshare with real-time mentor support—2 days wait cut to 2 seconds
MY ROLE
UXR/UXD
TIMELINE
Jul '24 - Oct '24
INDUSTRIES
EdTech
TOOLS
Figma, Fathom, Illutrator
Skillshare UX Case Study
Empowering Skillshare with real-time mentor support—2 days wait cut to 2 seconds
MY ROLE
UXR/UXD
TIMELINE
Jul '24 - Oct '24
INDUSTRIES
EdTech
TOOLS
Figma, Fathom, Illutrator
OVERVIEW
Skillshare is a subscription-based online learning platform offering a wide range of classes in creative fields, business, technology, and lifestyle.
Over the past few years, recent research showed that the completion rate on online learning platforms was below 15%. Users often lost motivation after initial excitement fades, and fail to complete courses, leading to little to no learning benefit.
For subscription-based online learning platforms like Skillshare, failing to address this issue could lead to a huge decline in subscribers and lost revenue as users turn to competitors.
As the sole designer on this project. I led the full UX research & design of this project.
Skillshare is a subscription-based online learning platform offering a wide range of classes in creative fields, business, technology, and lifestyle.
Over the past few years, recent research showed that the completion rate on online learning platforms was below 15%. Users often lost motivation after initial excitement fades, and fail to complete courses, leading to little to no learning benefit.
For subscription-based online learning platforms like Skillshare, failing to address this issue could lead to a huge decline in subscribers and lost revenue as users turn to competitors.
As the sole designer on this project. I led the full UX research & design of this project.
OUTCOME
My solution could allow users to get tailored answers in real time, and enable them to access to relevant learning resources within the same platform.
2s Response Time
Cut average wait time from 1–2 days of tutor feedback to just seconds
2s Response Time
Cut average wait time from 1–2 days of tutor feedback to just seconds
2s Response Time
Cut average wait time from 1–2 days of tutor feedback to just seconds
2s Response Time
Cut average wait time from 1–2 days of tutor feedback to just seconds
+20% Completion Rate
Potentially boost course completion rates boosting student engagement
+20% Completion Rate
Potentially boost course completion rates boosting student engagement
+20% Completion Rate
Potentially boost course completion rates boosting student engagement
+20% Completion Rate
Potentially boost course completion rates boosting student engagement
Simplify Learning
In-platform searches helped users find trusted answers quickly, without losing focus
Simplify Learning
In-platform searches helped users find trusted answers quickly, without losing focus
Simplify Learning
In-platform searches helped users find trusted answers quickly, without losing focus
Simplify Learning
In-platform searches helped users find trusted answers quickly, without losing focus
Reduce Re-watches
Instant clarification boosted comprehension and cut down on repeated video rewatching
Reduce Re-watches
Instant clarification boosted comprehension and cut down on repeated video rewatching
Reduce Re-watches
Instant clarification boosted comprehension and cut down on repeated video rewatching
Reduce Re-watches
Instant clarification boosted comprehension and cut down on repeated video rewatching
Early Discovery
Early Discovery
Early Discovery
Early Discovery
UNCOVERING THE GAPS
12-15% Completion Rates
Low completion rates highlighted ongoing user engagement challenges
12-15% Completion Rates
Low completion rates highlighted ongoing user engagement challenges
12-15% Completion Rates
Low completion rates highlighted ongoing user engagement challenges
12-15% Completion Rates
Low completion rates highlighted ongoing user engagement challenges
AI-powered features
Direct competitors like Udemy and LinkedIn Learning recently released some AI features
AI-powered features
Direct competitors like Udemy and LinkedIn Learning recently released some AI features
AI-powered features
Direct competitors like Udemy and LinkedIn Learning recently released some AI features
AI-powered features
Direct competitors like Udemy and LinkedIn Learning recently released some AI features
Course Expectations
Users wanted up-to-date, relevant, and in-depth courses to meet their upskill goals
Course Expectations
Users wanted up-to-date, relevant, and in-depth courses to meet their upskill goals
Course Expectations
Users wanted up-to-date, relevant, and in-depth courses to meet their upskill goals
Course Expectations
Users wanted up-to-date, relevant, and in-depth courses to meet their upskill goals
Interaction Challenges
Users faced low interaction, unclear guidance, and unhelpful peer feedback
Interaction Challenges
Users faced low interaction, unclear guidance, and unhelpful peer feedback
Interaction Challenges
Users faced low interaction, unclear guidance, and unhelpful peer feedback
Interaction Challenges
Users faced low interaction, unclear guidance, and unhelpful peer feedback
My research at this stage revealed an opportunity to create a support experience that provides relevant answers and skill suggestions, keeping users motivated and learning efficiently.
If left unaddressed, these issues can result in lower completion rates, reduced motivation, and hindered users' learning progress.
Sometimes you have to shift through a couple of courses on the same topic to find one that is a good fit and actually teaches what you are hoping to learn. As a result, sometimes combing through the catalog can get a little tedious.
Chase L @g2.com
Sometimes you have to shift through a couple of courses on the same topic to find one that is a good fit and actually teaches what you are hoping to learn. As a result, sometimes combing through the catalog can get a little tedious.
Chase L @g2.com
Sometimes you have to shift through a couple of courses on the same topic to find one that is a good fit and actually teaches what you are hoping to learn. As a result, sometimes combing through the catalog can get a little tedious.
Chase L @g2.com
Sometimes you have to shift through a couple of courses on the same topic to find one that is a good fit and actually teaches what you are hoping to learn. As a result, sometimes combing through the catalog can get a little tedious.
Chase L @g2.com
One thing that I think could be improved is better community-based communication spaces… there isn't much room to talk with others who are taking the class to get feedback.
Lisa @trustpilot.com
One thing that I think could be improved is better community-based communication spaces… there isn't much room to talk with others who are taking the class to get feedback.
Lisa @trustpilot.com
One thing that I think could be improved is better community-based communication spaces… there isn't much room to talk with others who are taking the class to get feedback.
Lisa @trustpilot.com
One thing that I think could be improved is better community-based communication spaces… there isn't much room to talk with others who are taking the class to get feedback.
Lisa @trustpilot.com
INITIAL PROBLEM
Based on the insights gathered at the start of the project, I set my initial goal was to find out how to motivate Skillshare users to learn more often.
Early findings pointed to a potential issue: there's a growing need for better user engagement on online learning platforms. However, this remains a broad issue that requires further research.
Based on the insights gathered at the start of the project, I set my initial goal was to find out how to motivate Skillshare users to learn more often.
Early findings pointed to a potential issue: there's a growing need for better user engagement on online learning platforms. However, this remains a broad issue that requires further research.
How might we encourage learners to follow through
on the courses they picked on Skillshare?
How might we encourage learners to follow through on the courses they picked on Skillshare?
User Interviews
User Interviews
User Interviews
User Interviews
WHERE USERS STRUGGLED MOST
I interviewed 8 non-Skillshare users (from Udemy, LinkedIn Learning, and Coursera) to better understand their frustrations around their chosens platforms, validate my assumptions, and uncover their true needs.
Two key findings stood out:
I interviewed 8 non-Skillshare users (from Udemy, LinkedIn Learning, and Coursera) to better understand their frustrations around their chosens platforms, validate my assumptions, and uncover their true needs.
Two key findings stood out:
Pre-recorded video courses lack learning support for active participation
Pre-recorded video courses lack learning support for active participation
Pre-recorded video courses lack learning support for active participation
Pre-recorded video courses lack learning support for active participation
Users weren’t disengaged by bad recs, few activities, or no gamification—nope!
Users weren’t disengaged by bad recs, few activities, or no gamification—nope!
Users weren’t disengaged by bad recs, few activities, or no gamification—nope!
Users weren’t disengaged by bad recs, few activities, or no gamification—nope!
Here's what users said:
I use many different tools to take notes of what I was studying. So I wish I had something that could collect and synthesize my notes along with my exercises and activities—all in one place. Maybe like an AI smart chatbot that could track and synthesize everything related to my progress.
Participant #8 - Designer
I use many different tools to take notes of what I was studying. So I wish I had something that could collect and synthesize my notes along with my exercises and activities—all in one place. Maybe like an AI smart chatbot that could track and synthesize everything related to my progress.
Participant #8 - Designer
I use many different tools to take notes of what I was studying. So I wish I had something that could collect and synthesize my notes along with my exercises and activities—all in one place. Maybe like an AI smart chatbot that could track and synthesize everything related to my progress.
Participant #8 - Designer
I use many different tools to take notes of what I was studying. So I wish I had something that could collect and synthesize my notes along with my exercises and activities—all in one place. Maybe like an AI smart chatbot that could track and synthesize everything related to my progress.
Participant #8 - Designer
While I was rewatching previous lessons, I felt like frustrated in terms of time… In a situation when I’m working for a freelance, I’m trying to repeat it step-by-step so that I can apply the same theory on what I’m working on… There should be like a person (waiting to reply) if possible.
Participant #1 - Creative
While I was rewatching previous lessons, I felt like frustrated in terms of time… In a situation when I’m working for a freelance, I’m trying to repeat it step-by-step so that I can apply the same theory on what I’m working on… There should be like a person (waiting to reply) if possible.
Participant #1 - Creative
While I was rewatching previous lessons, I felt like frustrated in terms of time… In a situation when I’m working for a freelance, I’m trying to repeat it step-by-step so that I can apply the same theory on what I’m working on… There should be like a person (waiting to reply) if possible.
Participant #1 - Creative
While I was rewatching previous lessons, I felt like frustrated in terms of time… In a situation when I’m working for a freelance, I’m trying to repeat it step-by-step so that I can apply the same theory on what I’m working on… There should be like a person (waiting to reply) if possible.
Participant #1 - Creative
If it (the topic) is very unclear, you kind of need the tutor to ask question all the time… My memory is really bad, so I would go back to those points (new learnings that I don’t retain) like quite a lot.
Participant #5 - Software Engineer
If it (the topic) is very unclear, you kind of need the tutor to ask question all the time… My memory is really bad, so I would go back to those points (new learnings that I don’t retain) like quite a lot.
Participant #5 - Software Engineer
If it (the topic) is very unclear, you kind of need the tutor to ask question all the time… My memory is really bad, so I would go back to those points (new learnings that I don’t retain) like quite a lot.
Participant #5 - Software Engineer
If it (the topic) is very unclear, you kind of need the tutor to ask question all the time… My memory is really bad, so I would go back to those points (new learnings that I don’t retain) like quite a lot.
Participant #5 - Software Engineer
There was so much information! Even though I wrote down questions to look into later while watching videos, I couldn’t even remember why I asked them in the first place!
Participant #4 - Marketer
There was so much information! Even though I wrote down questions to look into later while watching videos, I couldn’t even remember why I asked them in the first place!
Participant #4 - Marketer
There was so much information! Even though I wrote down questions to look into later while watching videos, I couldn’t even remember why I asked them in the first place!
Participant #4 - Marketer
There was so much information! Even though I wrote down questions to look into later while watching videos, I couldn’t even remember why I asked them in the first place!
Participant #4 - Marketer
The Problem
The Problem
The Problem
The Problem
REFRAMED HMW QUESTION
Before the interviews, I focused on motivating learners to complete courses. However, the real frustrations were the lack of interaction with tutors and peers, and the difficulty retaining information. This made me realize my initial focus was off, leading me to reframe the problem.
How might we deliver seamless mentor-quality supports
through pre-recorded video courses on Skillshare?
How might we deliver seamless mentor-quality supports
through pre-recorded video courses on Skillshare?
How might we deliver seamless mentor-quality supports through pre-recorded video courses on Skillshare?
Ideation
Ideation
Ideation
Ideation
FOCUSING ON PERSONALISED SUPPORT
I created a story map to identify two key stories to guide my design process and started sketching. I also researched how competitors were solving similar problems and identified areas for improvement. From there, I sketched out design iterations.
After some quick ideation and weighing the options, I went with [Sketch 2: Dropdown]. It fit naturally with Skillshare’s design and felt more intuitive for users.
I decided to move forward with the iteration (sketch 2: dropdown) that could be seamlessly integrated into Skillshare’s existing design and offered a more user-friendly experience.
Testing
Testing
Testing
Testing
USABILITY TESTING INSIGHTS
I created a low-fi prototype and tested it with 5 users to assess their understanding of the feature and its potential to improve their learning experience.
Clear Tooltips Needed
100% hesitated with the 'Add' icon, and 40% couldn’t recognize it
Clear Tooltips Needed
100% hesitated with the 'Add' icon, and 40% couldn’t recognize it
Clear Tooltips Needed
100% hesitated with the 'Add' icon, and 40% couldn’t recognize it
Clear Tooltips Needed
100% hesitated with the 'Add' icon, and 40% couldn’t recognize it
Feature Clarity Confirmed
100% clearly understood all the new functions of the AI Tutor
Feature Clarity Confirmed
100% clearly understood all the new functions of the AI Tutor
Feature Clarity Confirmed
100% clearly understood all the new functions of the AI Tutor
Feature Clarity Confirmed
100% clearly understood all the new functions of the AI Tutor
Previous Chats Were Too Hidden
Only 20% found the chats in fullscreen—the rest couldn’t complete the task
Previous Chats Were Too Hidden
Only 20% found the chats in fullscreen—the rest couldn’t complete the task
Previous Chats Were Too Hidden
Only 20% found the chats in fullscreen—the rest couldn’t complete the task
Previous Chats Were Too Hidden
Only 20% found the chats in fullscreen—the rest couldn’t complete the task
‘Entire Class’ Toggle Confusion
100% were unclear of the toggle, even after reviewing onboarding again
‘Entire Class’ Toggle Confusion
100% were unclear of the toggle, even after reviewing onboarding again
‘Entire Class’ Toggle Confusion
100% were unclear of the toggle, even after reviewing onboarding again
‘Entire Class’ Toggle Confusion
100% were unclear of the toggle, even after reviewing onboarding again
Onboarding Lacks Clarity
100% understood the AI Tutor, but 40% forgot the feedback feature and failed
Onboarding Lacks Clarity
100% understood the AI Tutor, but 40% forgot the feedback feature and failed
Onboarding Lacks Clarity
100% understood the AI Tutor, but 40% forgot the feedback feature and failed
Onboarding Lacks Clarity
100% understood the AI Tutor, but 40% forgot the feedback feature and failed
Final Designs
Final Designs
Final Designs
Final Designs
AI CHATBOT ASSISTANT
#1 Course Simplification and Recap
Break down complex material and highlighted key takeaways, making it easier grasp concepts before and after lessons.
#1 Course Simplification and Recap
Break down complex material and highlighted key takeaways, making it easier grasp concepts before and after lessons.
#1 Course Simplification and Recap
Break down complex material and highlighted key takeaways, making it easier grasp concepts before and after lessons.
#1 Course Simplification and Recap
Break down complex material and highlighted key takeaways, making it easier grasp concepts before and after lessons.
#2 Instant Doubt Resolution
Get answers directly from Skillshare's database to resolve doubts without rewatching or searching elsewhere, plus suggested questions for community discussion.
#2 Instant Doubt Resolution
Get answers directly from Skillshare's database to resolve doubts without rewatching or searching elsewhere, plus suggested questions for community discussion.
#2 Instant Doubt Resolution
Get answers directly from Skillshare's database to resolve doubts without rewatching or searching elsewhere, plus suggested questions for community discussion.
#2 Instant Doubt Resolution
Get answers directly from Skillshare's database to resolve doubts without rewatching or searching elsewhere, plus suggested questions for community discussion.
#3 Tailored Lesson Recommendations
Recommend all Skillshare classes, materials, and discussions that match users’ interests and needs, making their learning journey smoother.
#3 Tailored Lesson Recommendations
Recommend all Skillshare classes, materials, and discussions that match users’ interests and needs, making their learning journey smoother.
#3 Tailored Lesson Recommendations
Recommend all Skillshare classes, materials, and discussions that match users’ interests and needs, making their learning journey smoother.
#3 Tailored Lesson Recommendations
Recommend all Skillshare classes, materials, and discussions that match users’ interests and needs, making their learning journey smoother.
#4 Instant Project Feedback
Analyze visuals and text in the user's work in real time to provide clear feedback and boost their confidence.
#4 Instant Project Feedback
Analyze visuals and text in the user's work in real time to provide clear feedback and boost their confidence.
#4 Instant Project Feedback
Analyze visuals and text in the user's work in real time to provide clear feedback and boost their confidence.
#4 Instant Project Feedback
Analyze visuals and text in the user's work in real time to provide clear feedback and boost their confidence.
RETROSPECTIVE
If I had the budget, I’d recruit current Skillshare users for interviews to validate any differences in insights compared to those gathered from users on other platforms.
If I had more time, I’d run more interviews and surveys to explore how personalized guidance could boost motivation and contribute to the third story in my map—an area I didn’t get to explore.