Journey so far
SkillLync, a Y-Combinator-funded startup, specializes in providing industry-ready courses for technology students pursuing Bachelor's, Master's, and Engineering degrees. The platform caters to disciplines such as Mechanical, Civil, Mechatronics, Robotics, Computer Science, and Data Science. Its learning materials are utilized by B2B, B2C, and B2A segments, including reputed universities and companies worldwide.
Business Challenges
Recently, SkillLync has faced a decline in course completion rates, which has adversely impacted its reputation, revenue generation, and operational efficiency. This has led to increased intervention from sales and support teams, further straining internal resources and affecting overall customer experience.
My Contribution
Role: Lead Product Designer
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My responsibility was to overhaul the entire student onboarding digital experience, covering every step from conversion to guiding students through payments, subject selection, weekly challenges, projects, and interview preparation.
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I actively participated in all stages of discovery, ideation, testing, and implementation.
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I had junior product designer with me in assisting in completion.
Completion Rate
"Reimagining the process of student employment at firms after completing courses at Skill-Link, while ensuring a seamless experience throughout onboarding, the learning journey, and final placement."
Who are our User?
Based on admission data, there were two types of users from their status, aspiration, education, motivation.
Students
29.43%
Aspiration
Higher Edu. 4.82%
Job 87.27%
Skills 24.12%
Professionals
70.57%
Aspiration
Higher Edu. 1.26%
Job 87.94%
Skills 4.05%
Understanding stakeholders
Based on interaction of a student from enrolling to getting placed these are the stakeholders who get involved with our users.
Sales Engineer
Individual from the sales team who enquires about the learners details, interest, course offering and benefits of the program.
Customer Sup.
Solves users general issues that is reaised by the learners.
Career Service
Helping learner to prepare for interview, Assign Mocks, Interview & Placement.
Demo Engineer
Shows product tour, courses, topics covered, pedagogy, services, offerings, pricing, certificates, completion criteria and placements.
Customer Exp.
Orientation, Onboarding, Customer support, Relationship Manager.
Collection Team
Document collection, Payment, facilitating Loans
Tech Supp Engg.
Solves learners technical issues related to Content and LMS.
Exploration of problem
Users who opted for PG & Master
70%
Not completed 0 mandatory courses
9.59%
Not completed 3+ mandatory courses
13.26%
Not completed 1 mandatory courses
7.18%
Not completed 2 mandatory courses
User Interview
A sample of above students was interviewed to gather insights on the number of courses they completed, their aspirations, challenges, and feedback provided to the relationship manager.
Key stakeholders were also interviewed to collect their findings and input.
Spotting Hurdles
Findings from User Interview
Transparency about loan - Information, cancelling, EMI and other charges.
Remainders about course, challenges, progress to motivate.
Difficult courses need notes.
Immediate doubt clearance.
Unaware of Relationship Manger.
Promises by Sales team in price and placement opportunities.
Findings from Stakeholder Interview
Looks busy, cluttered & Distracting
Focussed learning space
Completion Driven - progress made
Simplify services
Gamification - Every Stage
Program SPOC & Services
Notification - Whats app, msg, mail
Findings from Support & NPS
Need more explanations for basics and concept understanding
Basic’s needs to be more focussed for cross functional courses
Some courses need more explanation, examples, challenges. Challenges and courses are not aligned.
Examples in Contents are repeated and they feel annoyed
Theory study materials(text content) missing and very shallow
Challenges need to be simpler to difficulty.
Competitors
Direct - Course Wise
DIYGuru
Indirect - Program Wise -
University Affliated
Upgrad
Greater Learning
Coursera
Direct - Program Wise
SimpliLearn
Scalar
Indirect - Upskilling
Relevel
Udemy
Skill Share
Competitors Analysis
Current User Journey
Journey with Skill-Lync
Analytics
Most user only used first fold and scrolled very little
Students offently used mentoring sessions
80% of users used desktop & 13% used mobile
Vidoes and Challenges were mostly used
Students actively used forums for help and reference
Average time spent was 15 - 23 mins
Heuristics & Usability Analysis
Resolving Hurdles
Opportunities
Process flow & Information Architecture
Design Process
Exploring Ideas
Wireframes were created based on inputs gathered from interviews, feedback, and requirements from various stakeholders, ensuring they were easy to use, aligned with findings, and user-friendly. Multiple ideas were generated, focusing on identifying the most desirable solutions for different user types and their motivations.
Styleguide
Design Guide
The New LMS Experience
Gudied tour for user
Tailored program outcomes, detailed product tours, defined deliverables, timelines, and a clear roadmap outlining offerings
Clear goals & targets
Structured Content & Projects
Website Design
Mobile Design
Result of revamp
What users are saying?
" Being an average student it helps me keep motivating to learn more"
" Why did it was not there when I started it"
" Previously, I was not so much interested in Challenges. Now I am. "
" I know exactly where to find what "
What Stakeholders are saying?
"This is a great feature for the student...Visibility of Career Services"
"Looks good the duolingo inspired cards look great"
"Onboarding and course completion guide is great"
" Missed interview is great point. "
"Looks better and cleaner, Application should be really fast to support this design"