BC Dairy: End-to-end Research to Streamline a Hybrid Training Hub
Timeline: 5 months
My Role: Leading UX research, UI design & prototyping
Team Members: Abisoye Akinola (Project Manager), William Fritzberg (Design Strategist), Madeline Ye (Graphic Designer)
BC Dairy’s public engagement team has a long history of empowering educators in BC to effectively teach nutrition to their students. They provide training workshops and physical classroom resources to teachers across the province. Over the last 5 years, the BC Dairy team has had to transition to a hybrid training format, with much of their workshops and other training content being moving online.
While this digital transformation made content more accessible, it came with a significant increase in administrative workload for BC staff. They approached my team with a multi-faceted question: how might we offer self-paced learning and physical resource ordering to teachers, while reducing administrative overhead for staff?
Challenges
- Minimizing user friction among busy educators who have limited time to become familiar with a new platform, likely to leave if experience is not smooth
- Support both digital and physical resource ordering and fulfillment
- Smoothly onboarding legacy users onto new platform
- Limited capacity in BC Dairy’s team to handle requests from users
- Desire to continue to expand reach throughout BC
- Capturing engagement metrics over time and identifying areas for platform improvememt post-launch without disrupting users
Process & Methods
- Conducted stakeholder interviews to better understand current pain points among BC Dairy team
- Captured educator requirements and technical constraints through province-wide survey
- Ran empathy and customer journey mapping workshops to establish current state and ideal future state
- Assessed technical requirements and presented implementation recommendations to client
- Designed and iteratively refined a new resource hub experience in Figma based on stakeholder feedback
- Prototyped platform MVP using HTML and CSS to capture user feedback
- Worked closely with client team to trial and then fully deploy new platform and analytics
- Created external and in-platform surveys to help assess baseline platform experience and track changes in user perception and needs
Results
- Successfully deployed new resource hub with integrated ordering
- Strong uptake among teachers across BC with a steady growth in new users
- Strongly positive user feedback with low churn and frequent repeat orders
- Significant reduction in workload for BC Dairy staff
