Global Learning

Platforms: A Deep Dive

into Coursera

This case study merges insights from comprehensive user research and heuristic evaluations conducted to improve the user experience of Coursera, an eminent online educational platform serving a diverse range of user segments.

The Problem

Students, educators, professionals, lifelong learners, and organizations faced challenges with Coursera’s usability. These included difficulties in navigation, content discoverability, accessibility features, and device consistency, which hindered a smooth learning experience.

Make it happen.

  • Role

    UX research

    Project Leader

  • Tools

    Figma

    Google Docs

    Qualtrics

    Zoom

  • Team

    4 UX and HCI Graduate Students at Drexel University

  • Timeline

    10 weeks

Competitive Analysis

  • Competitors Evaluated: Analyzed several major online learning platforms, including Coursera, edX , LinkedIn Learning, SkillShare, YouTube, and Udemy

  • Analysis Components: Comprehensive evaluation of platform elements such as home page usability, navigation, site organization, task orientation, search functionality, readability, content quality, appearance, social media interaction, platform navigation, interactive learning environment, content offerings, financial aspects, and accessibility.

  • Key Assessment Areas: Platforms were scrutinized for clarity and user-friendliness in layout and navigation, depth and relevance of content, aesthetic appeal, effectiveness of social media usage, ease of course registration and progress tracking, variety and accommodation in course offerings, pricing transparency, and overall accessibility, including mobile usability.

  • Students: Representing various levels of education and backgrounds, providing insights into how Coursera meets their academic and career advancement needs.

  • Professionals: Using Coursera for continuous learning and skill development in their respective fields.

  • Educators: Seeking opportunities for continuous learning to enhance their teaching skills and integrate Coursera into their curricula.

  • Employers/Organizations: Utilizing Coursera for employee skill development and organizational growth.

  • Lifelong Learners: Engaged in continuous education to pursue personal and professional growth.

User Groups

Surveys

  • Type of surveys used: Utilized open-ended and structured formats for detailed and demographic insights.

  • Number of participants: 29

  • Conclusions drawn: Diverse user needs emphasize flexible options and improved platform usability.

  • Application of findings: Recommendations focus on enhancing user experience and course accessibility.

Interviews

  • Interview Objectives: Questions explored how professionals integrate Coursera into daily routines, identified navigation and course discovery challenges, and assessed the effectiveness of platform features to inform enhancements.

  • Key Insights: Users preferred desktop for superior navigation and community engagement, faced significant challenges with ineffective search functions and filters, and reported a cumbersome and slow financial aid process impacting course access.

  • Application of Findings: Insights drove improvements to search and financial aid processes, enhanced the mobile app for better community interaction, influenced the redesign of user navigation and interfaces, and strengthened community engagement features based on user feedback.

User Persona

Heuristic Evaluation

  • Accessibility and Inclusivity Issues: Crucial accessibility features like text size and contrast adjustments were found to be non-discoverable.

  • Aesthetic and Minimalist Design: The homepage is cluttered, obscuring important elements like user reviews and complicating navigation.

  • Mismatch with the Natural World: Search functionality does not effectively match users' expectations, reducing trust in the system.

  • Financial Aid Visibility: Financial aid information and related functionalities are not clearly visible or accessible, hindering user experience.

Key Findings

User Group Specific Observations

  • Educators: Identified violations related to clutter and lack of customization, affecting ease of use.

  • Professionals: Issues with interface simplicity and feedback mechanisms were highlighted.

  • Lifelong Learners: Navigation and access to ongoing courses were problematic.

  • Employers/Organizations: Faced challenges with navigation and information architecture.

  • Students: Encountered excessive scrolling, inconsistent experience across devices, and unclear course enrollment processes.

Recommendations

  • Improve Accessibility: Enhance visibility and discoverability of accessibility features.

  • Redesign Homepage: Reduce clutter to improve user navigation and information processing.

  • Enhance Search Functionality: Align search features more closely with user expectations for better accuracy and relevance.

  • Streamline Financial Aid Process: Make financial aid more accessible and easier to navigate.

  • Consistency Across Platforms: Ensure uniform user experience across desktop and mobile platforms.