MS Learn - Exam Discounts
Role
UX Designer, Microsoft Learn
Timeline
2023-2024
Platform
Web (Desktop & Mobile)
This portfolio showcases my personal work and design projects. While some of the content may reference my professional experience at Microsoft, all views, opinions, and designs presented here are my own and do not reflect the official policy or position of Microsoft. Any data or information displayed is either publicly available or has been anonymized to protect confidentiality. This portfolio is intended solely for the purpose of demonstrating my skills and experience in UX design.
Microsoft provides discounts on exams for its Certifications programs. Exam Discount refers to digital discounts offered in the flow of registration to learners based upon identity. A user does not need to rely on codes to receive a discount on exam pricing.
The Problem
Microsoft was losing tens of thousands weekly on exam vouchers. Users couldn't see available discounts, and discounts applied too late in checkout—leading to fraud and poor experience.
The Solution
Design a modern, identity-based discount system that shows all discounts upfront during registration, eliminates fraud, and fixes critical accessibility issues.
Key Issues
- For exam discounts, before the new UI we were handing out vouchers that cost the organization tens of thousands of dollars per week.
- Users didn’t have a view of ALL their available exam discounts when registering for an exam.
- Also, such a discount was applied at the end of the registration process which provides a lack of visibility during the registration process.
Hypothesis
Providing a new, modern, frictionless experience for Microsoft’s Learners to redeem exam discounts in the flow of registration will increase the number of certifications achieved. Also, it will eliminate any fraud resale of coupons vouchers to ineligible users.
MOST IMPORTANT Many accessible issues due to old infraestructure.
Success metrics
Discover
Interviews
The interviews helped me understand learner’s behaviors and what are the common pains they have when registering and applying discounts before taking an certified exam.
These are some of their pain points:
- For exam discounts, before the new UI we were handing out vouchers that cost the organization XX-XXk per WEEK.
- Users didn’t have a view of ALL their available exam discounts when registering for an exam.
- Also, such a discount was applied at the end of the registration process which provides a lack of visibility during the registration process.
Customer Journey Map
Understanding the current experience
The user selects the event they attended from the dropdown of eligible events, and selects “verify account”.
A popup window with the even login options appears.
Accessibility
Many accessible issues due to old infraestructure.
Identifying areas for improvement
-
Navigation and structure issues
- Step process to guide users how to apply discounts
- Organized, formatted, and displayed content
-
Link accounts
- How to link accounts when using alternative email
- How to obtain discount for event attendees and org employees
-
Discounts managment and visualization
- IxD for claiming discounts (Only one discount per exam)
- Discount visuals
-
Fluent Design language (react)
- Responsive
- Web controls library
User flow
The user flow was created to visualize the process of applying discounts in the flow of registration.
Design
My goals were to provide a new, modern, frictionless experience for Microsoft’s Learners to redeem exam discounts in the flow of registration.
Fluent UI represents Microsoft UX building approach. It encapsulates Microsoft's concerted effort to unify design and code across platforms.
Visual design
Cupons visual explorations
Validation
6 users participated in a moderated, remote study on an exam discounts prototype. Using a think aloud protocol, participants
- Task 1: Claiming an exam discount through their employer (Contoso)
- Task 2: Stopping the sharing of their data with their employer
- Task 3: Claiming a student discount
- Task 4: Updating the email address in their certification profile
- Task 5: Registering for a free exam with a voucher code
Results
The modernization of the Exam Registration Experience had a significant positive impact on the discount claiming process. The claiming rate increased substantially, with the total number of discounts redeemed by customers more than doubling compared to the previous fiscal year. The streamlined experience eliminated fraud from voucher resale and reduced support tickets related to discount issues by over 40%.
Reached Grade C in the accessibility scale.
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