Conversational E-learning: redesigning Elewa's conversational learning manager (CLM) backend
The Elewa CLM refers to a platform where bots with educational content are created and the content published on Whatsapp. As learners learn on Whatsapp, their progress and performance is tracked on the CLM and help requests are resolved on the backend as well.
As a product design intern at Elewa Education, I worked on product exploration, user research and UX design in order to improve the CLM. The team consisted of myself, Evalyne Gachoka (UI design), Lily Kisenga (business and strategy), Reagan Charana (Technical lead) and Jente Rosseel (CEO/product owner)
I will focus on two deliverables I took ownership of; user interviews and the customer journey map.
User Interviews
Alongside product exploration, competitive analysis and market research, I conducted 4 user interviews with key players in developing the CLM and deploying it in Congo to train frontline health workers. I interviewed 2 Kenyan instructional designers who developed the course, a Belgian consultant who collaborated with the Congolese health administration and the key Congolese liaison.
I developed two interview scripts:
1. Instructional designers - focusing on their experience building the bots on the CLM backend, testing the bot, publishing the course and monitoring and evaluation.
2. Liaisons - focusing on their experience collaborating across countries and organizations, as well as the feedback from learners.
Questions for the instructional designers creating content on the CLM backend
Questions for the liaisons involved in the Enabel project. The Enabel project involved training Congolese frontline health care workers through Whatsapp.
I interviewed the 2 instructional designers and 1 liaison over video call. The liaison based in Congo answered my questions over Whatsapp voice note.
I synthesised the feedback into the favorable aspects of using the CLM and the challenging aspects of using the CLM.
User Journey Map
After contributing to competitive analysis, identifying UI/UX issues, user stories and epics, and personas, we had enough information to create a user journey map.
I considered two entities, the organization (buyer) contracting Elewa for access to the CLM and the content developer (user) creating the course on the CLM. The stages in blue correspond to the buyer, those in green correspond to the user and the purple stage corresponds to both buyer and user.
This user journey map can be viewed on Figma.
