Taiwan Life LMS

Optimize a SaaS Learning Management System, Empowering Management Efficiency for Taiwan Life

Type

Launched Design (B2B LMS System)

Client

Taiwan Life Insurance is the first and a top-tier insurance corporate based in Taiwan, providing financial solutions with innovative insurance products and customer care

Duration

5 months (2021-22)

My Role

Design Lead
UX Design
UX Research
User Interview

Tool

Figma

Team

2 Designers
1 Product Manager
2 Developers

Overview

User Problem

Operation HR managers of Taiwan Life Insurance faced inefficiency on using their current learning management system(LMS) to manage and track course-taking progress of insurance salesperson.

The Goal

We needed to optimize the current LMS and for users' time-saving.

Our Impact

Increase Efficiency

We successfully reduced task completion time by 50% after the new updates were launched, which had an enormous positive impact on the management efficiency of Taiwan Life managers.

Bring Revenue

This project brought 70% of the quarterly revenue to our company after the optimizations are launched.

↓Scroll down to view the project in detail.

Start from learning project background

HR Managers are responsible for managing Corporate training for Sales

Every insurance salesperson has to finish 6-hours of law-compliance training every year according to Taiwan Insurance Association's rules.

In this case, the works of HR managers of Taiwan Life include building online classes the LMS, assigning salesperson to enter classes and reporting course-taking records, etc, making sure each salesperson finish the annual corporate training on time.

However, managers indicate that the current LMS failed to support their management works, causing frustration and inefficiency.

Get to know users' thoughts

Started with user Interviews to Delve Deep

We had 1 in-person meeting with the HR managers of Taiwan Life. Other than that, I conducted 3 phone interviews with them. (because of covid)

Key quotes from the interviews:

“I spent so much time on assigning salesperson every day. Sometimes I make mistakes"
‍－Miss Jen, Operation HR of Taiwan Life, Interviewee

“It is tiring when checking who has finished the annual training every time because the completion record does not show which year it belongs to"
‍－Mr Yang, Operation HR of Taiwan Life, Interviewee

The Problem

HR Users struggled with management while using the Current system

Main User Problems:

Time-Consuming

HR needs manually assigning salesperson to online classes every day. Since there are over 5,000 salesperson across Taiwan, it's obviously a big work to HR.

Heavy Cognitive Load

HR makes mistakes because they need to review each salesperson information and does time-consuming daily works (e.g., they might assign a salesperson to an online classes on the wrong date).

Lacks Information

Some key information is lacking on the current LMS that cannot improve their management efficiency.

Then we took a deeper look

Evaluated the Current LMS Pages to identify Exact Pain Points

HRs build online classes on the LMS system and have to assign different salesperson to join the online courses.
However, Since each salesperson has a specific date to start their annual training (based on the License Registration Date), every day, HRs need to check the personnel data and manually assign the correct salesperson to join the online classes every day.

🚫 The most common problem was that, even the current LMS supports HRs finishing daily tasks, the current user flow lacks efficiency.

🚫 Manual assign works often lead to mistakes because of the large amount of personnel data need to be checked.

HRs import all completion records back to the LMS when they are reviewed by Taiwan Insurance Association. Each salesperson needs to accumulate 12 completed course records within every training year (Based on ROC year) to be consider as completing corporate training.

🚫 Lack of efficiency for HRs in turning completion date (shows in Common era) of each record to ROC era year.

🚫 HRs highlighted challenges in tracking each salesperson's course-taking progress quickly because all records are gathered in one page.

We have a solid understand, now...

Crafting Feasible Design Solutions

A majority of my time was spent evaluating the current design and communicating with clients, the PM, and the RD, discussing new features and possible optimizations.

Evaluate the Design of Completion Record Management Page

Storyboard made while Brainstorming new features to optimize Assign Process

created the user flow With a basic concept ready

The old one: Lacked Efficiency of Setting Up Online Courses and Assigning Students.
HRs have to check a large amount of personnel data and assign the correct salesperson to online courses from 1-12 every day.

Old user flow on Assign Students

The new one: Create an automatic assign feature to shorten the time cost and prevent mistakes from happening. HRs only needs to set up a few conditions in advance and the system will start assigning the right salesperson to the online courses every day.

New user flow on Assign Students

Wireframe & Testing

Optimized current design and Ideated new features

Record Completion Management Page

Add Auto Assign Plan

Progress Management Page

User Testing Results:

‍Record Completion Management Page
- Users mentioned the overall layout and the add of the "Training Year" field would bring more efficiency.
- User mentioned It would be nicer to add more options (e.g, Unit ) in the filter section to meet a more flexible experience in searching.

Add Auto Assign Plan
- Users mentioned the overall user flow of auto-assignment is easy to use.
- It would be better to add 1 notification from 1 to 3 fields.
- Developers indicated that the auto-assign feature would cost a longer development time to finish because the need of combining it with the existing features of LMS.

Progress Management Page
- Users mentioned the completed courses should be divided into 2 categories which are Not Yet Passed and Passed.
- Additional course information is too crowded.
- The most important information that users checked would be the completed courses amount progress of everyone.

Challenge

Estimated development time is longer than Clients have expected

Although the design solutions are approved by our clients, stakeholders and the product team, the biggest challenge is that the total development time estimated by developers is longer than the PM and client have expected in the beginning of the project. Furthermore, the time for conducting QA testing after finishing development is hard to be estimated as well.
‍
In short, from design, develop, test to launch, the required time would cost more than the original expected time cost, 4 months.

How did we solve it?

Agile/iterative development and Communication

We adopted an adjusted development process. This approach involved handing feature A to developers for development while designers continued working on feature B, allowing for quicker testing and release of feature updates to clients.
(Instead of designing three design scopes at once, then developing all three at once, followed by testing and releasing them to the client system all at once.)

We choose...

Instead of this...

Maintain a constant communication with PM and Client

Changing project timeline could influence stakeholders and make clients feel not secured. I not only maintain a constant communication with PM and client on any update, but also create 3 quick guide documents that illustrate on how the design solutions work.

Final Solution

Supercharging Efficiency with Optimized Learning Management Systems

Let’s go deeper and view final design solutions in detail.✨

More Efficient Management

At the first stage of of improvements:
Simple changes of adding the training year field (based on ROC era year) and optimizations of filters support HRs tracking students' annual learning progress more efficiently.

Auto-Assignment Prevents Mistakes and Saves Time Cost

At the second stage of of improvements: With 3 steps of pre-settings, HRs could add/edit annual auto-assign plans and don't need to manually assign each salesperson to join each online courses every single day.

Start Learning On Time

With Auto assignment, students receive notifications once they are assigned and could start the annual training on time. When they login to the learning system, they see all courses that are required to complete.

In Time Tracking Course-Taking Progress

At the final stage of improvements:
We presented a more complete tracking feature to replace the first stage improvement. HR can monitor each salesperson's learning progress, including the number of courses completed by each salesperson and other detailed course information within each annual plan.