| 1. Frictionless Navigation | Users expect intuitive interfaces that minimize learning curves. | “I get lost clicking through courses – it should just flow.” |
| 2. Inclusive Access | Accessibility for rural users and differently-abled communities. | “It works well in the city, but my cousin in Limpopo can’t log in.” |
| 3. Real-Time Support Expectations | Increased demand for live chat/help features across platforms. | “I don’t want to send an email and wait 2 days for help.” |
| 4. Employee Ownership of Quality | Staff feel responsible for product success and want clearer feedback loops. | “We see the problems first, but our input isn’t always heard.” |
| 5. Streamlined Onboarding | New users desire quick, guided onboarding processes for services. | “I wish there was a welcome tour to explain everything.” |
| 6. Mobile-First Optimization | Heavy reliance on mobile access fuels demand for responsive, fast platforms. | “I only use my phone, so it must work well there.” |
| 7. Transparent Course Progression | Clearer steps, outcomes, and certification timelines are needed. | “I’m not sure what happens after I complete a module.” |
| 8. Co-creation Culture | Testers and staff want to co-design future updates. | “Let us help shape the next version – we’re using it daily.” |
| 9. Trust in Certification Validity | Users request more clarity on the legitimacy of SayPro certifications. | “Is this certificate recognized by employers?” |
| 10. Offline Capability Demand | Interest in accessing services without stable internet, especially in rural areas. | “We need to download and learn without Wi-Fi.” |
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