adam
mccook
Let’s connect
Let’s connect
Cengage Learning
Cengage Learning
Cengage Learning
Cengage Learning
Cengage Learning
Cengage Learning
Reimagining the Help Experience for Cengage Instructors
Reimagining the Help Experience for Cengage Instructors
Reimagining the Help Experience for Cengage Instructors
Cengage Learning, a leader in educational technology, set out to transform the help experience within the Cengage Instructor Center (CIC). The Faculty Experience Transformation (FxT) program aimed to create a centralized, intuitive support platform that streamlined access to resources, improved navigation, and reduced operational strain.
Cengage Learning, a leader in educational technology, set out to transform the help experience within the Cengage Instructor Center (CIC). The Faculty Experience Transformation (FxT) program aimed to create a centralized, intuitive support platform that streamlined access to resources, improved navigation, and reduced operational strain.
Cengage Learning, a leader in educational technology, set out to transform the help experience within the Cengage Instructor Center (CIC). The Faculty Experience Transformation (FxT) program aimed to create a centralized, intuitive support platform that streamlined access to resources, improved navigation, and reduced operational strain.
I led the initiative as Product Manager, driving the strategy, research, and design to deliver a solution that met the needs of faculty and Cengage’s business goals.
I led the initiative as Product Manager, driving the strategy, research, and design to deliver a solution that met the needs of faculty and Cengage’s business goals.
I led the initiative as Product Manager, driving the strategy, research, and design to deliver a solution that met the needs of faculty and Cengage’s business goals.
I led the initiative as Product Manager, driving the strategy, research, and design to deliver a solution that met the needs of faculty and Cengage’s business goals.
I led the initiative as Product Manager, driving the strategy, research, and design to deliver a solution that met the needs of faculty and Cengage’s business goals.
Cengage Learning, a leader in educational technology, set out to transform the help experience within the Cengage Instructor Center (CIC). The Faculty Experience Transformation (FxT) program aimed to create a centralized, intuitive support platform that streamlined access to resources, improved navigation, and reduced operational strain.
Cengage Learning, a leader in educational technology, set out to transform the help experience within the Cengage Instructor Center (CIC). The Faculty Experience Transformation (FxT) program aimed to create a centralized, intuitive support platform that streamlined access to resources, improved navigation, and reduced operational strain.
Product Strategy
Product Strategy
Product Strategy
Product Strategy
UX Research
UX Research
UX Research
UX Research
UX Design
UX Design
UX Design
UX Design
Content Strategy
Content Strategy
Content Strategy
Content Strategy
Implementation
Implementation
Implementation
Implementation
Streamlining Support for Educators
Streamlining Support for Educators
Cengage’s help resources were fragmented across multiple sites, leading to confusion and frustration for instructors. I focused on consolidating these resources into a single, easy-to-navigate help widget that would empower users to find support quickly and independently.
Cengage’s help resources were fragmented across multiple sites, leading to confusion and frustration for instructors. I focused on consolidating these resources into a single, easy-to-navigate help widget that would empower users to find support quickly and independently.
Cengage’s help resources were fragmented across multiple sites, leading to confusion and frustration for instructors. I focused on consolidating these resources into a single, easy-to-navigate help widget that would empower users to find support quickly and independently.
Streamlining Support for Educators
Streamlining Support for Educators
Cengage’s help resources were fragmented across multiple sites, leading to confusion and frustration for instructors. I focused on consolidating these resources into a single, easy-to-navigate help widget that would empower users to find support quickly and independently.
Cengage’s help resources were fragmented across multiple sites, leading to confusion and frustration for instructors. I focused on consolidating these resources into a single, easy-to-navigate help widget that would empower users to find support quickly and independently.
Research and Validation
Research and Validation
To guide the redesign, I conducted comprehensive research, including wireframing and content testing, to understand how instructors interacted with the support system and identify the most effective ways to present help content.
To guide the redesign, I conducted comprehensive research, including wireframing and content testing, to understand how instructors interacted with the support system and identify the most effective ways to present help content.
To guide the redesign, I conducted comprehensive research, including wireframing and content testing, to understand how instructors interacted with the support system and identify the most effective ways to present help content.
Wireframing and Content Testing: Developed wireframes and tested different content layouts with instructors to refine the presentation of support materials.
Wireframing and Content Testing: Developed wireframes and tested different content layouts with instructors to refine the presentation of support materials.
Taxonomy Overhaul: Revamped the categorization of help resources to align with user mental models, making navigation intuitive and efficient.
Taxonomy Overhaul: Revamped the categorization of help resources to align with user mental models, making navigation intuitive and efficient.
Wireframing and Content Testing: Developed wireframes and tested different content layouts with instructors to refine the presentation of support materials.
Taxonomy Overhaul: Revamped the categorization of help resources to align with user mental models, making navigation intuitive and efficient.
Research and Validation
Research and Validation
To guide the redesign, I conducted comprehensive research, including wireframing and content testing, to understand how instructors interacted with the support system and identify the most effective ways to present help content.
To guide the redesign, I conducted comprehensive research, including wireframing and content testing, to understand how instructors interacted with the support system and identify the most effective ways to present help content.
The support user journey for Cengage instructors.
The option to choose your platforms offers personalization and leverages intuitive design patterns.
The support user journey for Cengage instructors.
The support user journey for Cengage instructors.
The support user journey for Cengage instructors.
The support user journey for Cengage instructors.
Pivot to WalkMe
Pivot to WalkMe
Faced with engineering constraints, I pivoted to WalkMe, a digital adoption platform, allowing us to implement a tailored, scalable solution that met our core objectives quickly and effectively.
Faced with engineering constraints, I pivoted to WalkMe, a digital adoption platform, allowing us to implement a tailored, scalable solution that met our core objectives quickly and effectively.
Faced with engineering constraints, I pivoted to WalkMe, a digital adoption platform, allowing us to implement a tailored, scalable solution that met our core objectives quickly and effectively.
Pivot to WalkMe
Pivot to WalkMe
Faced with engineering constraints, I pivoted to WalkMe, a digital adoption platform, allowing us to implement a tailored, scalable solution that met our core objectives quickly and effectively.
Faced with engineering constraints, I pivoted to WalkMe, a digital adoption platform, allowing us to implement a tailored, scalable solution that met our core objectives quickly and effectively.
Key Enhancements
Key Enhancements
Unified Help Widget: Centralized support content into a single, accessible widget, improving usability and navigation.
Improved Search Capabilities: Enhanced search functionality to deliver relevant results, reducing the time instructors spent finding the help they needed.
Improved Search Capabilities: Enhanced search functionality to deliver relevant results, reducing the time instructors spent finding the help they needed.
Improved Search Capabilities: Enhanced search functionality to deliver relevant results, reducing the time instructors spent finding the help they needed.
Customized Navigation: Created targeted support paths that catered to specific instructor needs, enhancing the user experience.
Customized Navigation: Created targeted support paths that catered to specific instructor needs, enhancing the user experience.
Customized Navigation: Created targeted support paths that catered to specific instructor needs, enhancing the user experience.
Key Enhancements
Key Enhancements
Unified Help Widget: Centralized support content into a single, accessible widget, improving usability and navigation.
Unified Help Widget: Centralized support content into a single, accessible widget, improving usability and navigation.
The option to choose your platforms offers personalization and leverages intuitive design patterns.
The option to choose your platforms offers personalization and leverages intuitive design patterns.
The option to choose your platforms offers personalization and leverages intuitive design patterns.
The option to choose your platforms offers personalization and leverages intuitive design patterns.
The option to choose your platforms offers personalization and leverages intuitive design patterns.
The option to choose your platforms offers personalization and leverages intuitive design patterns.
Results
Results
The redesigned help system transformed the instructor experience, reducing reliance on support staff and empowering educators to find the help they need independently.
The redesigned help system transformed the instructor experience, reducing reliance on support staff and empowering educators to find the help they need independently.
The redesigned help system transformed the instructor experience, reducing reliance on support staff and empowering educators to find the help they need independently.
The redesigned help system transformed the instructor experience, reducing reliance on support staff and empowering educators to find the help they need independently.
19% reduction in support tickets.
19% reduction in support tickets.
19% reduction in support tickets.
19% reduction in support tickets.
Positive feedback from instructors on the streamlined and intuitive support system.
Positive feedback from instructors on the streamlined and intuitive support system.
Positive feedback from instructors on the streamlined and intuitive support system.
Positive feedback from instructors on the streamlined and intuitive support system.
Positive feedback from instructors on the streamlined and intuitive support system.
Positive feedback from instructors on the streamlined and intuitive support system.
A cohesive platform that enhances the faculty experience, allowing educators to focus on teaching.
A cohesive platform that enhances the faculty experience, allowing educators to focus on teaching.
Results
Results
The redesigned help system transformed the instructor experience, reducing reliance on support staff and empowering educators to find the help they need independently.
The redesigned help system transformed the instructor experience, reducing reliance on support staff and empowering educators to find the help they need independently.
"Adam was crucial in establishing an improved help experience for the Cengage Instructor Center. His dedication and empathy created an intuitive documentation center that addressed user needs efficiently."
"Adam was crucial in establishing an improved help experience for the Cengage Instructor Center. His dedication and empathy created an intuitive documentation center that addressed user needs efficiently."
Liz Rennie
UX Designer, Cengage Learning
adam
mccook
Currently splitting my time between Boston and Tampa.
phone: (813) 500-0301
email: adam.c.mccook@gmail.com
adam
mccook
Currently splitting my time between Boston and Tampa.
phone: (813) 500-0301
email: adam.c.mccook@gmail.com
Thanks for stopping by!
Adam McCook 2024
adam
mccook
Currently splitting my time between Boston and Tampa.
phone: (813) 500-0301
email: adam.c.mccook@gmail.com
Thanks for stopping by!
Adam McCook 2024
"Adam was crucial in establishing an improved help experience for the Cengage Instructor Center. His dedication and empathy created an intuitive documentation center that addressed user needs efficiently."
Liz Rennie
UX Designer, Cengage Learning
"Adam was crucial in establishing an improved help experience for the Cengage Instructor Center. His dedication and empathy created an intuitive documentation center that addressed user needs efficiently."