WGU Labs Case Study

Project Description

Students at WGU are busy adults balancing work, school, and personal lives. Many students are eager to utilize time as they commute to work, are in waiting rooms, or out running errands to maximize their learning. We call these transition periods “micro-moments.” How do we utilize micro-moments to help students effectively learn?

Tools Used: Adobe XD

Role: UX/UI

Learning objective: Pick a learning objective and design a learning activity around a specific micro-moment.

🧠 The Problem

Adult learners using the KWCO app felt confused during onboarding and often dropped off before completing module one. The goal was to improve clarity, tone, and motivation in the first-time user flow.

🎯 My Role

I collaborated with the Learning Experience Designer to audit existing onboarding copy and identify friction points. I rewrote microcopy for the onboarding flow, progress indicators, tooltips, and error messages to be clear, supportive, and motivating.

✍🏽 UX Writing Approach

- Replaced jargon-heavy phrases like “Initialize Your Module Path” with plain language: “Choose your first learning path.”
- Used progressive disclosure in tooltips to avoid overwhelming first-time users.
- Added motivating CTA buttons like “Let’s get started” instead of generic “Next.”
- Wrote success messages with encouragement to build user confidence.

💡 Impact

- Increased onboarding completion by 37% (tracked via Google Analytics and surveys).
- Reduced support tickets related to navigation by 22% in 30 days.
- Stakeholder feedback: “It feels like the app is finally speaking to our learners, not at them.”

🔍 Key UX Writing Samples

- Empty state: “Looks like your learning journey hasn’t started. Let’s fix that!”
- Tooltip: “You’ll unlock tips as you progress—no need to rush.”
- CTA: “I’m ready to learn” (replacing “Submit”).

View Prototype

Building Empathy | Personas

Using the quantitative and qualitative data from interviews and survey results, I defined the three target group profiles Paisley (Teacher, 21), Stanley (Student, 28) and Amanda (Asst. Manager, 33) to better empathize with my main user groups and prioritize goals according to their needs

Prototype:

Created a low-fidelity prototype or wireframe to support my micro-learning app. The prototype demonstrates the interaction of what the learner would see.

Digitally created low-fidelity prototypes

Visual Design

The visual design was developed by iterating from mood boards and style tiles creating the first version of the style guide.

Conclusion:

The presentation was presented in the team kick-off meeting to the internal staff provided: The plan, prototype, and objective for the Microlearning app, to be created by the design team.