E-learning
UX direction, research lead
Research · Global
2024
The challenge
Google Skills offers learning courses worldwide. Despite significant investment in localised, non-English content, learners faced a fragmented journey that kept uptake low — localised courses reached only a small fraction of learners compared with the English-speaking audience.
As UX lead, I framed the goal: evaluate the experience of localised content across non-English-speaking regions so my team could generate the insight needed to redesign the platform and give learners worldwide an intuitive, seamless journey.
The approach
I directed usability testing as our primary method — the most effective way to see how real users interact with the platform. Guiding the team's observation of task completion and qualitative feedback across locations and languages, we built a rich picture of the experience.
I set up testing across multiple geographies, which revealed how cultural norms, local expectations and regional behaviours shaped interactions — variations a single-market study would have missed.
The outcome
I turned the research into a decision-making resource, synthesising extensive interviews and testing into evidence-based, empathetic recommendations that guided both product design and strategic planning.
I steered the team to prioritise the platform's localisation gaps, delivering a seamless, reliable learning environment for users globally and directly addressing the issues that had held back adoption of localised content.