My Role and Workflow
My Role: Learning Experience Designer
Project Duration: April-December 2021
Tools: Adobe, LearnWorlds, Figma
Throughout 2021 I had the privilege of working for Mila, a Swiss company that connected technicians with customers to help them integrate smart devices into their home. The company was present in Switzerland, Germany, and the UK and, before their closing, had over 50,000 customers and had partnered with companies such as Apple, Bosch and Amazon.
The Role
As a learning experience designer, I was hired to implement pedagogical best practices and e-learning design elements in our training for technicians. The LMS platform we used was LearnWorlds which for the most part, was pretty intuitive.
I was the sole learning designer at Mila and thus a lot of responsibility fell on my shoulders. In a nutshell, I was responsiblefor the design, development and management of e-learning content for all service partners in three languages- English, German and French. In addition, and to highlight my contributions to the role, I was involved in the following:
Conducting research and using its data to identify opportunities and areas of improvement on the training platform
Defining and impementing features on the LMS, leading to a more engaging learning experience
Creating videos and running an info channel for service partners
Project Highlight: Streamlining Trainings
At Mila, the focus was on creating a more sustainable and energy efficient world through the installation of smart home devices in private homes as well as businesses. However, in the rapidly evolving world of smart home technology, efficient and effective training is crucial for technicians who are on the front lines of installation. During my time as a Learning Designer at Mila, I was presented with the challenge of optimizing our training processes. Upon my arrival at Mila, the training platform had been a side job for other colleagues, I was the first person hired for the job and had a long list of to-dos in order to make the learning experience of the technicians better than it currently was. My journey was marked by a commitment to continuous improvement, leveraging research to pinpoint opportunities for enhancement, and implementing user-centered design principles to refine our Learning Management System (LMS), LearnWorlds.
Identifying Opportunites Through Research
The first step in transforming the LMS and creating a better learning experience was a thorough research phase. Creating user interview questions and conducing these with technicians helped identify crucial insights that shaped our strategy. This data was especially interesting as there seemed to be a difference in expectations of trainings and flow across different countries (we worked with Swiss, Germana and British technicians). Thus it wasn’t just about understanding the “what” of training but exploring the “why” behind the need for improvement. This approach helped in unveiling areas that required immediate attention and set the stage for a more tailored training experience that resonated with both technicians and customers.
Implementing Engaging LMS Features
With a clear understanding of our needs, I focused on enhancing the interactivity and engagement of our LMS. By defining and implementing new features, I transformed the learning experience from a mere transaction to an immersive journey. This included the creation of informative videos and the launch of an info channel dedicated to our service partners, establishing a dynamic platform for continuous learning and growth.
Streamlining Training with Bundled Courses
One of our key projects was the bundling of training courses by manufacturer, such as Bosch, Apple and Amazon. This strategic move was not just about organization; it was designed to expedite the upskilling process for technicians, enabling them to provide a broader spectrum of services. Consequently, customers benefited from reduced wait times for installations, and technicians could capitalize on the opportunity to broaden their expertise and service offerings.
Revamping the User Interface
In tandem with course restructuring and in order to create a more consistent experience, I revamped the UI of LearnWorlds to mirror the aesthetic and usability of Mila’s home website. This visual alignment not only enhanced brand consistency but also provided a more intuitive and seamless navigation experience for users.
The results of these efforts was a streamlined, efficient, and user-friendly training platform that stood as a testament to the power of UX and design thinking methodologies. By engaging directly with both customers and technicians, I was able to identify needs, prototype effectively, and implement solutions that truly made a difference by not only improving the experience of the technicians but also driving business outcomes in the world of smart home services.
Anne Fischer Design 