Kannu Help

Support portal for Kadenze's flagship learning management system
Role: UX/UI design, frontend development

Summary

Kannu is a learning management system licensed to educational institutions that offer courses focusing on the intersection of the arts and creative technology. Its robust suite of interactive, collaborative, multimedia features are designed specifically with the creative classroom in mind.

A thoughtfully designed and well-segmented support experience could help students, instructors, and admins take advantage of all that Kannu has to offer in order to optimize the learning experience. 

User Personas

Kannu is a learning management system used by an audience of three core personas: students, instructors, and administrators. An important consideration for the support portal is that it addresses the needs of all three user personas (pictured below).

Three core personas: students, instructors, and administrators

User Stories

The requirements for the support portal were fairly straightforward. Six different scenarios were proposed to create the following user stories.

User Flows

The following user flow diagram illustrates the sequence of screens that a user must navigate in order to access support content. Each screen satisfies one or more of the scenarios described by the user stories.

Screens

Screen designs were developed on top of the user flow diagram to satisfy the scenarios listed in the user stories. The live support site was built on Salesforce's Desk product using Shopify's Liquid templating language.

The landing page explains what Kannu is and allows the user to select one of three personas: Student, Instructor, or Admin. Successive screens allow users to navigate through the support site's content by search or by selecting topics from a predetermined list of content taxonomies. Users can also provide feedback on the contents of help articles or contact the support team to file a ticket.