Approach

Mapping the Entry Flow

I created a screen-by-screen audit of the instructor and student experience for onboarding into the live class engagement tool. This included entry from integrated courseware, standalone entry without courseware, course creation and setup flows, tool setup, and tool session creation. As the experience was mapped, it was annotated with:

• UX opportunities and quick wins

• Friction points

• Tradeoffs and technical constraints

• Cross-team dependencies

• Inconsistent terminology and mental model

This allowed us to evaluate the experience from a product and user perspective, identifying where effort was unnecessary, where users were likely to drop off, and where improvements could have the biggest impact on adoption.

The annotated flow became a shared artifact used in conversations with our cross-functional partners to align on priorities and identify quick wins we could tackle together.

Key Findings

The audit revealed several pain points before users even reached the live class engagement tool:

• The tool was hidden within another product experience and not discoverable

• Instructors were required to create a course even for standalone entry (not integrated into courseware)

• Course creation was time consuming and confusing

• Terminology in call-to-actions was inconsistent

• Multiple entry paths created inconsistent onboarding experiences (we even found a critical bug in production!)

It quickly became clear that entry into the tool was not actually owned by a single team. It spans across several parts of the product ecosystem:

• Integration & Enablement Services (IES)

• Integrations & Onboarding (IOI)

• Higher Ed Courseware

• Learning Tools & Assessments

Cross-Team Collaboration

We met with each team to share the audit and to surface friction points and adoption risks. We identified quick wins and opportunities that aligned with their existing roadmaps and OKRs. During these discussions, the IOI team noticed the overlap between their flows with our learning tool setup experience, which led to coordinating regular conversations to remain in sync.