Owning the learner experience for a platform serving 10,000 people.
Digitaley Drive teaches digital skills at scale, which means the learner experience is the product. My job was to understand where learners were getting stuck and turn that understanding into changes the team could ship.
The problem
Support tickets and complaints were being handled one at a time, so the same issues kept returning. Nobody could see which problems were the expensive ones.
What I did
I read the complaints as data, grouped them by root cause and built dashboards in Excel to track feature adoption, platform quality and recurring issues. That gave the team a shared view of what to fix first.
The outcome
Repeated problems fell by 25 percent. Integration opportunities were evaluated against user experience, functionality, scalability and operational fit rather than novelty, and learner feedback moved directly into workflow and usability improvements with Engineering.
People I worked with
“Mary-Esther has a rare ability to take an idea from concept to execution. What stood out to me most was her strong sense of ownership. She does not just identify problems, she takes the initiative to find solutions and move things forward.”