Jennifer Story
PROJECT
Xavier
Remote learning + deeper engagement
on a video communication platform
My Contribution
Conducted UX research, created use cases/demo scenarios, and developed UI prototype
Collaborated with UX designer and intern, worked with project leader, project manager, and SW engineers
Duration
March ~ October 2021 (Phase1)
October ~ December 2022 (Phase2)
Project Introduction
Take a human-centric approach and add value to enhance the remote learning experience on the video platform
Understanding how tech has changed our lives, shifted users' behavior, and gained knowledge.
With technologies having changed our lives by connecting us to the entire world, the physical environment and conditions play an important role in the learning process and gaining knowledge. This project would provide services corresponding to a holistic approach to creating effective learning environments, understanding users' social context, stimulating interactions and observation, and boosting feedback loops to increase engagement mentally, emotionally and physically.
Goals
Provide a remote-learning service platform that enhances interactive experiences and fosters a deeper engagement for both educator and learner in any scenario
by providing a human-centric approach for intuitive, focusing on users' context for flexibility, and facilitating methods for deeper engagement of knowledge
Deliver optimal learning model and various methods for educator and learner with trust presence for a relationship, and engaging knowledge with personalization and flexibility.
Market and User Research
My responsibility on
user research,
1. Analyze market trends and user behaviors
- Identify industry trends: Macro trends, COVID impacts, key player
- Understand user experience framework: user values, needs, pain points
2. Develop Core Services and Platform
- Identify potential business model
- Build key features and prototype
3. User Trial
- Deploy service to a closed group of users
- Observe and document real-world feedback
Identify Industry Trends,
Macro trends: Analysis of the signals of change in the video conferencing market, market share by component, and key player by region
Understand User Experience in Video Platform,
Comparison of video platform business model landscape,
Findings:
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1:1 preference matching & engaging
-
Personalized service
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Ongoing relationship & connection for the back and forth after a session
Comparison for communication and learning business landscape,
Findings:
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Two-way interactive interface
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Tools for immersive collaboration
i.e ) note-taking, visualization for the explanation, revisiting some important points, cloud share point -
Empathy engagement in-between for Informal learning and connection
Understand consumers and behavior pattern
Findings:
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Formal vs. informal learning differences, similarities, and how to use both to have true values both approaches
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The struggle at the initial stage was the need for explicit guidance.
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Tools are neccessary for content development, audience, tracking and reporting
Learning Curve
Performance Measure
Leraning time
Learning Curve
Analyze Competitors, (data from the strategy team)
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Online education has been around as part of the extended education for earning a degree or a certification
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Since the pandemic, remote learning has exponentially grown in all areas, especially for the specialized skills
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Shifting a learning paradigm is accelerated with emerging technology
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Communication, knowledge, and collaboration are the key to a task-oriented platform.
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Bite-size / on-demand class for user's specific needs
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Presence awareness can encourage ongoing connection
Conducted Focus Group Interview,
To Understand the role of presence in remote learning and teaching (learner and teacher perspective)
Values-based questions
A broad perspective on the role of learning and teaching, highlighting multiple contexts and scenarios
Conducted 1.5 hr. 1:1 interviews with informal learners and teachers in Remote Learning environments
Experience-based questions
Focused look at learning and teaching dynamics, needs and behaviors within the context of 1:1 and 1:few
Conducted 2 hr. cooking class focus groups with a number of scenarios that aimed to capture different types of engagement and communication levels
Defined UX principles and core experiences within the project strategy
UI prototype
User Trial
- Deploy service to a closed group of users
- Observe and document real-world feedback
Define UX Principles & Features,
“Presence-aware & Deeper Engaging Remote Learning.”
1:1 or 1: few Engagement Learning
Presence Awareness
Engaged Structure
Interactive Collaboration Methods
Multi-device-channel Tasking
Learning tools for Multi-modal Interaction
Core Experiences,
Presence Awareness
-
Real-time sync contents and async recall /
reiterated contents -
Activity tracking and history
-
Learning user behaviors and circumstances
Engaged Structure
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Pre-session, during-session, and post-session
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Sharing, tracking, and feedback loops for both sides
Multi-device/channel tasking
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Mobility and device transition capability while engaging in session
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Flexible and scale-able screen per user preferences
or dynamic contents
Learning Tools for Multi-modal Interaction
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Auto-record of session and activity tracking
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Annotation and bookmark for revisiting / recall
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Generate summary and progress
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Real-time transcript
UI Design Template,
Multi-device Transition & Multi-modal Interface
Multi-device responsive Interface
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Responsive interface per device
Flexible and scale-able blocks
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Contextual and dynamic contents
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Adjustable block size
Multi-modal interface
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Selectible block for each task
Developing Case Study
Create a video platform that facilitates communication, collaboration, and engagement between Sam***'s support team and customers, leading to effective solutions, improving the interaction between customers and support representatives.
Core experience Design,
1. Entry Point
Samsung Phone App
Xavier Support
Recording starts automatically after
connecting the customer and the agent
with (xavier) video call
2. Learning Tools for Multi-modal Interaction
-
Annotation
Annotate on captured shot
Augmented Annotation on the live screen
Trackable annotation on the video feed to revisit after the support session is done
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Bookmark
Trackable bookmark in real-time synchronization and asynchronous for later access
3. Presence Awareness & Engaged structured
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Dashboard
- Upcoming session reminder
- History to track during-session and post-session
- Annotation and Bookmark library
- Re-call and re-iterate for feedback loops for both sides
Prototype Demo,
User flow
1:1 customer service to fix Samsung Robot Vacuum product
Wireframe
Demo Video
More Use Cases,
B2B Construction / Interior/ Mechanics
B2C Cooking / Customer service / Technician / Telemedicine
Xavier Value Position
Xavier vs Duo vs Zoom
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Xavier: you are next to me for learning & teaching
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Google Duo: You are across the table for chatting
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Zoom/Webex: You are in the auditorium or
in the meeting room
Core Values
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Present side-by-side communication
- Social presence
- Environment presence
- Cognitive presence
- Teaching presence -
Accessible and structured tools for collaboration
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Feedback loops for synchronous
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Intuitive UI for personalized control and immediate feedback
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Users are able to choose their preferred style of Self-paced, asynchronous, and real-time
