RingCentral University

Design for desktop app

Overview

RingCentral has an e-learning system with a set of MVP courses yet users don’t know it exists. The goal is the expose RingCentral University and its most popular courses to users by adding an entry point to RingCentral’s desktop app.

Designed the landing page for RC Unversity. The design and IxD has been passed to engineering and will be implemented Q2 of 2023.

Role

Team

Solo designer, 1 Product Manager, 1 Content writer, 2 SMEs

Timeline

March 2023 - 2 weeks

Navigation

The entry point for RingCentral University is not discoverable by a regular user. Due to this, the content and courses are not utilized often by RingCentral users

User then click “Training” in the top header

On main page, user clicks “Support” under “Resources”

On training page, user clicks “RingCentral University” card

RingCentral University Page

Pain points

Due to users not utilizing RingCentral University, the company’s NPS scores suffer. Users frequently voice complaints about the difficulty of using the platform and in turn trial users may not turn into subscribed users. Also, customer support calls regarding guidance on how to use certain features cost the company thousands of dollars per month.

DesignS

Before designing, content was created first by the internal SMEs and the content writer. Once the content was finalized, I then designed the overall layout of the page and cards to fit the content requirements. I designed two options for internal feedback.

Option 1

Option 2

Ultimately, option 2 was chosen for approval due to the ability to see most of the content without scrolling and overall scannability. Estimated time of completion, as well as copy changes, were added to the cards before the final handoff.

Solution

Eventually, there will be an overhaul of RingCentral University content to make it easier for users to learn about the platform. More entry points will also be added across mobile and web to make it more discoverable. For now, the main entry point will be through the help center on the desktop app.

Outcomes

  • The discoverability of RingCentral University will increase NPS scores at least 1 point by Q3 2023 due to users having a clear pathway to the platform’s training center

  • Customer support calls regarding using features will reduce by at least .5%, saving the company 50k a month

  • Click through rate on the RingCentral University page will increase by 1% since users will be able to find and use the content

Final UI