Applying Service Design to Online Learning to Increase User Experience

Abstract: Advanced Internet development and the impact of COVID-19 have made online learning the most convenient way for learners to acquire knowledge. Online courses enable learners to communicate directly with teachers one-on-one and achieve mutual learning and real-time interaction. However, some instructors and learners might encounter operational difficulties during online learning. For example, learners might suffer from a frustrating emotion after failing to complete a series of tasks by operating the online learning platform since they are worried about making mistakes during the class. Moreover, not every person is familiar with the online learning software; it is imperative to establish guidelines for teachers and students to realize the software operation pattern before the class starts and improve students' self-confidence during the online course. Therefore, this article aimed to understand learners' pain points while using the online communication software-Google Meet during the online course and applied design services approaches to ideate the problems and conclude the suggested operational guideline. Accordingly, this article applied service design tools, including user journey map, how might we (HMWs) method to improve user experience and ultimately achieve an obstacles-free online learning environment.

Keywords: Online learning platform, Service design, User scenario, Service blueprint, storyboard

DOI: 10.54941/ahfe1002415

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