Torrens University: MyLearn
Migrating Torrens University to a new Learning Management System while uplifting the user experience by standardising the component library for subjects, improving accessibility, and building seamless onboarding and training.
Client
Torrens University Australia
Roles
UX Design
User Research
Accessibility
UX Copywriting
Information Architecture
User Acceptance Testing
Platform
Web
Year
2023-2024
About the client
Australia's fastest growing university.
Certified B corporation.
Largest private uni in Australia with 21K+ enrolments.
Over 1,200 courses across Health, Business, Education Hospitality, and Design.
8 Campuses across NSW, QLD, VIC, SA, + Online.
Key challenges
1
How might we ensure the learning platform is accessible and robust for users of all abilities?
2
How might we transition 21K students and 1.2K staff to the new ecosystem without interrupting their learning / teaching?
3
How might we measure how well the new ecosystem is meeting user’s expectations, and identify where improvements need to be made.
My involvement
Ensured all UI designs for the new learning management system (LMS) met WCAG 2.0 AA Accessibility Guidelines.
Designed, implemented, and tested in-platform guidance to take users through the key features of the new platform and set them up for success.
Created video and written training content, and assisted with building an online training hub.
Surveyed and interviewed users at multiple points throughout the rollout to gather feedback and present it to leadership for improvements to be made.
Average user rating 1 month in, across 580+ survey responses.
All applicable WCAG 2.0 AA accessibility guidelines met
Users confident in their ability to use the platform after 1 month.
Challenges resolved
1
Learning at Torrens University is now more accessible than ever before with all pages of the LMS free of any guideline infringements.
2
Comprehensive onboarding and training strategy implemented covering all key features and functions across 3 different mediums.
3
Feedback collected from all core user segments through survey and interview, documenting 140+ observations, and communicating the major and minor themes to key decision-makers.
Featured in Microsoft's News Centre
Checkout our feature in Microsoft's News Centre to learn about how we leveraged AI to make this LMS transition possible.
Process: Meeting a high accessibility standard
Map out requirements
Began by mapping out all of the WCAG 2.0 AA accessibility guidelines into a spreadsheet, and created a column for each page we’d designed.
Sweep through desings
Next I swept through all of the designs from top to bottom, testing them against the requirements and approving each accessibility guideline that had been met, or flagging for non-compliance. In this image all of our colour contrast ratings can be seen exceeding the guidelines 4.5:1 for normal text and 3:1 for large text.
Present findings to leadership
I then presented my findings to the Senior UX designer so that the business could be updated on the current accessibility rating being met, and any remaining issues that would need to be resolved before release.
Process: Onboarding and training users
Short videos
Created short videos to set user expectations and familiarise them with the platform’s basic functionalities. These videos are now a key part of our nationwide orientation program, played before all Torrens students as they begin their studies with the university.
Guided walkthroughs - WalkMe
We streamlined user onboarding with over a dozen interactive in-platform tutorials built using WalkMe, allowing users to quickly master essential workflows. WalkMe’s customisable platform enabled us to deploy training rapidly with minimal coding required.
Written training guides
We provided further support through a comprehensive training hub website with step-by-step guides and articles. I helped plan the site’s information architecture, and then assisted with writing and developing the content for the 50+ guides, building the pages, and then refining them further with input from relevant stakeholders across the business.
Process: Closing the feedback loop
3 surveys, 580+ users
Wrote the questions for, planned, and executed multiple surveys at key points during the transition to gather insights and understand the sentiment around the change, and what we needed to fix.
16 feedback interviews
Wrote out scripts for feedback interviews, recruited users that met as many user segments as possible, and scheduled all of the sessions. Then ran all 16 interviews, scraping through the recordings and transcripts to document all 140+ observations that came through, and record the sentiment of each.
Presenting findings
Reported my findings to the Senior UX Designer and organised them into a presentation to communicate them to the wider organisation about the success of the project and areas we are improving.
