Case Study
National Healthcare Leadership Program: From Vision to Launch
Client: International Coffee Company's Global Learning Platform || Industry: Corporate Education / Learning & Development || Project Duration: Problem identification to solution deployment
The Challenge
An international coffee company partnered with a major university to create a global free learning platform. As the program scaled internationally, the architecture grew complex: multiple regional LMS microsites, separate landing pages, and a country-selection flow that seemed straightforward.
Except it wasn't working.
Users consistently ended up on the wrong regional site—over 20% error rate. This wasn't just a user experience annoyance; it was a data integrity nightmare. Reporting was unreliable, metrics were questionable, and the team couldn't make confident decisions about program performance or resource allocation.
“Marianna implemented effective project management practices through all aspects of SGA, carefully considering internal, external, and international stakeholders. To increase communication, transparency, and accountability, Marianna created custom processes for a particularly critical, remote development team based outside the United States.”
The Results
100% error elimination: Reduced wrong-site errors from 20%+ to 0%
Data integrity restored: Reporting became reliable and actionable
User experience improved: Learners spent less time navigating, more time learning
Operational efficiency: Dramatic reduction in support tickets and manual corrections
Key Takeaway
When something isn't working, don't guess—investigate. What looked like user error was actually a design problem. By following the data and observing actual behavior, we eliminated a problem that was corrupting every metric and frustrating thousands of users.
The Approach
As Project Manager, I took a data-driven approach to solve what everyone assumed was a user error problem.
Investigated the Root Cause
Analyzed support tickets to identify patterns in user confusion
Installed heat mapping and analytics tools to track actual user behavior
Mapped the complete user journey to identify where flows broke down
Followed the Evidence
Discovered that specific UI elements and navigation patterns were causing predictable user mistakes
Identified architectural decisions that made errors more likely
Found that the "obvious" country selector was actually creating confusion
Redesigned Based on Reality
Updated the architecture to reduce decision points and potential for error
Revised UI elements based on observed user behavior, not assumptions
Streamlined the flow to make the correct path the easiest path
