Wiley: WileyPLUS Student Registration

Prior to implementing our recommendations, Wiley’s CX team had to staff up each term to meet a swell in student support requests caused by a problematic registration process. Among the pain points experienced by their users were difficulty finding where to enter registration codes and trouble accessing a free trial. Wiley initially believed a complete redesign would be required, but by talking with their CX team and conducting user research, we identified a much more streamlined set of improvements that achieved results more quickly and cost-effectively.

Highlights

Facilitated discovery research

To truly understand student pain points, Openfield interviewed the CX team and then observed students using the existing registration process across 28 usability testing sessions.
Identified opportunities

We recommended 12 key UX improvements where modest, targeted changes could make a huge difference in the student experience.
Delivered and validated quick wins

UX improvements were designed and validated to eliminate confusion, clarify next steps, and communicate options more clearly — without a full rebuild.

Wiley: WileyPLUS Student Registration

Diagnosis of user pain points reveals quick wins that help reduce the burden on Wiley’s CX team by 80%.

Highlights

Facilitated discovery research

Identified opportunities

Delivered and validated quick wins

Results

80%

81%

68%