MasterCard Research Project
Objective: Our team was tasked with building an AI based learning tool for MasterCard employees.
Scope: 4 Months
Year: 2023
Problem
At one of the worlds largest and most trusted financial institutions reliance on multiple third-party platforms for employee education complicates the consolidation of courses and feedback, thus obstructing the creation of a unified and optimized learning experience that benefits business needs and personal goals…
This experience entirely misaligns with the company's culture of inclusive learning and personal development and is an urgent area for remediation on behalf of Mastercard leadership.
Early Challenges and Pain Points
At it’s core the current learning experience could be summarized in 3 words:
Fragmentation - The overall learning experience was scattered across countless platforms and courses.
Disconnection - The experience across all platforms encountered was neutral and static, little engaging dynamics were present.
Relevance - A learner’s goals was contingent on finding the right contingent on finding the right course, rather than the right course finding them.
Source: Ringer.com
Choosing a Coursera course can be like browsing documentaries on Netflix; you might spend 30 minutes deciding on which hour long documentary you really want to watch
Research Summary
Our research protocol was to first engage in qualitative interviews, then qualitative coding via the video tagging app Dovetail, thematic analysis of the themes we found, and from there we were able to start building out our prototypes through the app Figma. In total we interviewed 15th participants from Mastercard, Inc.
Themes
From the participant feedback we gathered 3 themes:
Cohesion vs. Fragmentation
A fragmented learning journey
Users feel lost due to poor navigation and fragmented UI. This makes poor navigation and content organization a barrier to learning.
Design Recommendation
• Implementing a Browser Extension for consistent, coherent, course viewing experience.
Interaction vs. Disconnection
Poor Interactivity and engagement
Learning content that is generic and misaligned with a users goals and desired outcomes
Design Recommendation
Creating an AI-powered search tool for personalized learning journeys.
Personalization vs. Irrelevance
Generic and misaligned learning content for users
Un-tailored and personally irrelevant content came disconnected learning
Design Recommendation
• Leverage generative AI for real-time customization of content learning paths, and progress tracking.