From Content to Capability: Designing a Learning Experience for Sapiens Academy

Role: UX Researcher
Client: Sapiens / Internal Product
Product: Sapiens Academy (Learning Platform) https://www.sapiensacademy.mx/en
Timeline: 2023

This study explored how professionals engage with digital learning platforms, focusing on how to transform static content into a structured, motivating, and outcome-driven learning experience. Sapiens Academy was designed as an internal platform to support continuous education, but early signals showed low engagement and limited course completion.

Through qualitative interviews, usability testing, and behavioral analysis, I examined how users discover, navigate, and interact with learning content. The research incorporated task-based walkthroughs, click-path analysis, and error analysis to identify where users dropped off, hesitated, or disengaged throughout their learning journey.

The findings revealed a gap between access and engagement. While users valued having educational resources available, they struggled with lack of structure, unclear progress, and limited motivation to complete courses. Content was often perceived as passive and disconnected from real outcomes, making it difficult for users to stay committed over time.

Users needed clearer learning paths, stronger feedback loops, and a sense of progression that reflected their effort. Without this, the platform functioned more as a content repository than as a learning experience.

Findings & Outcomes

The research highlighted that effective learning platforms require more than content—they need to create a sense of direction, progress, and reward. Users were more likely to engage when they understood what to do next, how far they had progressed, and what value they would gain from completing a course.

Key opportunities included structuring content into guided learning paths, improving visibility of progress and achievements, and introducing interactive elements that reinforce engagement. The study also identified the importance of aligning learning outcomes with real-world application, helping users connect content to their professional growth.

These insights informed recommendations to redesign Sapiens Academy as an experience-driven platform rather than a static library—shifting the focus toward engagement, clarity, and continuous learning.