Designer, Researcher


E-learning, Community Volunteering


10 August - 19 October 2022




NRL Community Coach is a volunteering program for people interested in giving back to the community by becoming Rugby League coaches.

The program requires an accreditation certificate to be completed, which includes, an online course and on the field workshop.

My mission is to provide a solution to enhance the user experience and make the accreditation process as streamlined and easy as possible to achieve retention and increase the acquisition of volunteers.

Project Goals

01. Evaluate the current user journey while getting the Community Coach  accreditation through the Play Rugby League Learn platform

02. Streamline the process and make interacting with the platform easy and intuitive.

03. Increase retention and acquisition of volunteers by providing the best user experience possible.

My Role

Problem Space:

I worked as part of a team of 8 UX design students, along with our mentor in a timeline of 6 weeks to go through the research, user interviews and analysis, using different UX Frameworks

Solution Space:

This was an individual effort from sketching to wireframes to Hi-Fi prototypes to provide the final solution with the aid of the research from the previous step with a timeline of 4 weeks

The Process

In this project we made use of the Double Diamond method:
We started at the discovery phase, diverging to get an understanding of the problem space and insights into the users.
Second started converging in an attempt to  define the problem we should be solving.

In the second phase I went into the ideation phase and started diverging to develop possible solutions and prototype to test with users and start iterating for the final solution.

Lastly, after focusing on a few areas of the website, I delivered a Hi-Fi prototype and suggestions to improve the user experience.

Meet Oliver

After gathering information, and interviewing users to get as much insight as possible, the Persona of Oliver was born. This helped me to make sure I always have a point of reference to go back to, so I can base my solution on Oliver's wants and needs

User & Stakeholder Interviews

First, started with a stakeholder interview, where we gathered information about the client's goals, pain points, constraints and hopes for the outcome of the project.

As a first round, we performed 5 interviews per designer, through video calls, surveys and face to face. We collected a fair amount of information and insights to inform our approach to the solutions.

Lastly, we did usability testing with some of the same users that we interviewed to determine where what have we got right and what can we iterate and improve upon.

Interview Approach

People interviewed: 30+

Approach: Surveys, Video calls, 1-1 face to face

Methodologies: 5 Whys, a mix of shadowing and observation, Usability testing...

Empathy Map

In an attempt to understand what Oliver (Persona) hear, say, do, think and feel when it comes to his interaction with the program.

We made use of the empathy map canvas to organize and cluster information, in a manner that allows us to reveal further insights about Oliver.

What do others do?

For the purpose of understanding the market and existing services, I performed research on direct and indirect competitors of the program, to reveal areas where they succeeded or failed, so I can learn how might I improve on that, and give an edge to the NRL's Community coach program.

The Transformation

The Evolution

The O.G.

The original design was based on a 3 column layout, which reduced the available space for each section and made reading the content challenging.

Some of the design elements gave the page a dated look and not intuitive for users of a younger generation

CTA's. (Call to Action) were not highlighted or easy to identify

The New Look

To achieve better legibility, I opted for a 2 column layout, which provides more screen space to the content to be displayed and read easily.

I highlighted Important CTA buttons by using color psychology to my advantage & provide the user with meaning for the actions right away.

To simplify some of the actions, e.g. downloads or giving a way out to the user when it's not the right accreditation, I used buttons instead of links and reworded some of the headlines for more clarity on their purpose..





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The Challenge

Understanding the needs, challenges and frustrations of the NRL's learning platform participants was the biggest obstacle to overcome, as there was little direct feedback from the users on their experience using the platform to achieve their goals.

The Solution

The solution was based on the process of simplifying access to the content, removing unnecessary navigation and clearly showcasing the important actions.

Client's Feedback

The solution touched on some important user pain points that they were aware of e.g.

"Being able to download a certificate without going to the course",
"Navigating between sections without leaving the page",
"Having a clear indication of what site a user is on currently"
and more...

The client thoughts on the redesign of the layout and look of the website was very positive, and the following are some of the comments:

"It looks brighter and easier to read"
"It feels less cluttered"
"It has a more modern look"

Tools & Assets

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