eGain University

Role & team

Lead designer working with the E-learning Manager.

Timeline

6 months.

Skills

UX design, visual design, video editing, project management.

Tools

Figma, Adobe CC (Premiere Pro, After Effects, Photoshop), Articulate 360.

Challenge: A Broken System

eGain University was broken. The slow, boring LMS required admin approval for all enrollment. Users faced a rigid "wall of courses," turning training into a bureaucratic hurdle. We needed to transform it into an engaging, self-directed system.

More info

As the Learning Experience Designer, I led the full platform redesign—from UX strategy and visual identity to final LMS execution. My primary job was to advocate for a user-centric, self-service experience.

We defined two core principles—User Agency and Visual Motivation—by benchmarking industry leaders. Execution was fast and highly iterative, focusing on rapid prototyping of new dashboards and visual assets (icons, cards) to ensure early alignment and maximum final impact.

Core Deliverables

Intuitive Dashboards: A clean, card-based interface for effortless navigation.

Modern Content: Replaced static presentations with engaging instructional videos, interactive courses, and product walkthroughs.

Mobile Adaptability: Ensuring the full self-service experience was seamless on any device.

Strategy: Agency Through Design

Visual Overhaul: We moved away from drab text by introducing a new visual language. This included modern icons and colorful, customized banners for every course. This immediately increased perceived value and helped users categorize content at a glance.

Structural Freedom: We replaced the linear course list with a card-based, self-service dashboard. Users could now instantly self-enroll in relevant learning paths, whether private employee onboarding or public product certification. This simple structural change removed all friction and put the user in charge.

Delivered

Before & after dashboard redesign

Desktop dashboard

Mobile dashboard

Mobile dashboard

Product training pages

"This wasn't just a redesign—it was a psychological shift. We transformed a mandatory compliance tool into an environment that genuinely inspires learning and product mastery, transforming eGain University into a central learning hub."

— L&D Leadership, eGain

Video-first content redesign

Mobile course content redesign

Image description

Results & Lessons Learned

The platform transformation was an immediate success, validating the shift to a user-centric design strategy.

Key Takeaways

Moving from a "mandatory compliance" tool to an appealing, self-service experience was the single biggest driver of adoption.

The new visual system (icons, cards) was not just decorative; it was a functional tool that drastically reduced friction and cognitive load in content discovery.

Empowering the user with self-enrollment eliminated administrative bottlenecks and proved that agency drives engagement.

↑ 1,500%

Course Completion Rate

Massive increase in learners finishing assigned or self-selected courses.

↓ 37%

Time-to-Certification

Significant acceleration of onboarding for new employees and partners.

↑ 3X

Funding Secured

Project success secured dedicated budget for the L&D team's future roadmap.