Project Overview

Creators bringing content into Go1 get confused about where they need to go to create and what they need to do to get their content into the Premium Library. Creators must create learning objects and the associated metadata individually, which is time-consuming and repetitive. Creators with lots of content have to be manually onboarded in the back-end system by the Go1 Content team which is not sustainable and or scalable.

"One of the most confusing and frustrating aspects for us was the absence of tools that allowed us to upload multiple pieces of content simultaneously. This process consumed a significant amount of time.” - Creator

Currently, the time to value for Creators is inhibited due to a slow and non-self-serving onboarding process.

Discovery Phase

Persona outline

User goals:

• Assist our Creators in uploading and updating content easily and efficiently.

• Additionally, enable Managers to upload content in bulk to their portals.

• Ensure transparency of content status.

Primary Group

• Content Partner (SMB)

• Providing high-quality content and generating revenue is important to them.

Secondary group

• L&D Manager (SMB)

• They are committed to ensuring their employees have the right resources and are compliant.

To gain a better understanding of user interaction with the old solutions, I utilised Fullstory to observe and analyse how users were onboarding their content. This process revealed several instances of usability and logic issues, confirming my initial assumptions. Additionally, I collected qualitative feedback from our internal customer success team and conducted interviews with 12 of our Creators as part of our research.

We conducted a research study by interviewing 22 of our Creator Partners. After completing our interviews, we compiled all the information and then used enjoyHQ, a research software, to affinity map and thematically cross-reference the information from all participants in order to identify emerging themes.

• These insights support our hypothesis that we need bulk importing and updating tooling. This feature will make it easier for partners to update and upload new content. In subsequent iterations, we will also explore integrating the course structure in bulk or providing it as part of a bulk offering.

• It may be necessary to update the individual editor to enhance the partner experience.

• We need further education and help documents to assist partners in better understanding each offering. Additionally, the taxonomy needs to be cleaned up to ensure clear and consistent actions throughout the Creator experience.

From the prototype to the finished product

The designs were initially tested internally by our CSMs, and then we interviewed 14 of our partners to gather feedback on the prototype.

We received some valuable feedback and made changes to key areas, including:

• Error reporting: ensuring that enough information is provided to take action on the surfaced errors.

• Switching the steps of the flow: since we have two different audiences, one trying to get content into the Premium Library and another uploading content to their portal, it was important to rearrange the steps to better understand where the content was going and match the appropriate checks.

• We noticed that many of our partners have their computers zoomed in, so we made sure to cater to this and condense the contents vertically on the screen.

After implementing these changes, the team built the bulk uploader feature. We did an internal bug bash for 2 weeks and then we released a beta version to our partners.