Millani Jayasingkam
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Millani Jayasingkam

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Conversational Design Case Study

Udemy

Training students to be better versions of themselves on a platform of world class education.

Problem to solve

Udemy’s mission is to provide a world-class education for anyone, on their schedule. They think Conversational AI is the right tool to help learners with their Coach product, an assistant to learners curate their curriculum, track their progress, and support. Your task is to design this experience.

COMPETITIVE ANALYSIS

COMPETITIVE ANALYSIS

COMPETITIVE ANALYSIS

Reviewed 2 direct and 2 indirect competitors to analyze what the education space looks like for voice and how Udemy competitors stand against Udemy.


Notable Points


There were no direct competitors in conversational AI that support students in learning. There are a small number of apps that are focused on education - the majority focused on kids.


Direct competitors of Udemy provide a vast amount of courses but neither provided a personalized experience or ways to provide motivation. 






CONCEPT DEVELOPMENT

COMPETITIVE ANALYSIS

COMPETITIVE ANALYSIS

After researching and conducting an ideation exercise, a concept development canvas was created with the following - 


Value Prop: Udemy coach helps autonomous achievers who want to learn on their timeline by reducing the struggle to stay motivated and making them feel more empowered to learn alone.


Feature#1: Display a one-liner that tracks courses in progress and how much time is required to finish

Solves Pain Point: Remote learning makes it difficult to track your progress

Gain: Learners are filling more empowered to learn on their own


Feature#2: An avatar that helps hack learner's habits by creating a mini-challenge to get them to improve their learning habits

Solves Pain Point: Self-learners struggle with motivation when it comes to independent learning.

Gain: Learners are filling more empowered to learn on their own


Feature#3: Recommendation dialog flow that captures user preferences to develop course curriculum and onboard learners

Pain Point: It’s difficult to stay engaged because I need to make my schedule to ensure that I commit to all the classes, Remote learning makes it difficult to track your progress

Gain: Completing a course is very gratifying, I get to learn as much as I want about topics that I’m passionate about. 



PERSONALITY DESIGN

COMPETITIVE ANALYSIS

PERSONALITY DESIGN

Identity & Mission


Main Mission & Conversational Goals: 

1. Help onboarding learners to their courses

2. Help learners stay on track while learning at their own pace

3. Help learners curate their curriculum with course recommendations

4. Motivate and incentivize learners to continue the courses they've enrolled in


Key Personality Traits

Charismatic

Easygoing

Responsible

Sensitive


Personality Expression

- Uses contractions from time to time depending on learner's age group. Mostly formal grammar

- Universal lexicon

- Emojis used sparatically depending 

- Repetition required for motivational sayings/quotes 


Visual Expression

- Icon avatar to represent coach/helper (that opens the chat)

- Colours (Udemy brand colours & guidelines)


Artifacts

High level overview on Voiceflow

Brainstorming ideas for different combinations of persona and "How might we" questions

Groupings of jobs, pains, and gains.

Show More

FINAL PRODUCT

This is the capstone presentation for the Foundations in Conversational Design course I took at Voice Tech Global.

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