Humanizing the Exam Experience: Microsoft's Quest to Make Exams Delightful

With the pandemic requiring an increasing number of candidates to take exams through online proctoring (OP), it quickly became clear that the requirements to take OP exams were frustrating, anxiety provoking, and unrealistic for many people. Had the industry pivoted too heavily in favor security to the detriment of the candidate experience? Is there a way to balance security with an accessible and inclusive experience for our candidates? One large IT certification program believed this was possible and took up the challenge with the following innovations:

• Adding unscheduled breaks. Everyone who takes an online proctored (OP) exam can take breaks at any point during the exam.
• Updating proctoring rules to allow mumbling, looking away, and fidgeting—common behaviors for those who are nervous during exams. Further, children are allowed to enter or be present in testing area for those without daycare options.
• Reducing the documentation requirements for exam accommodations with emphasis on eliminating barriers that these requirements create for those wanting to take exams via OP.
• Creating an open book experience where candidates can access technical documentation during the exam.
• Redesigning and simplifying the exam UI to ensure all elements are accessible, going beyond compliance to a delightful exam experience.

This effort required integration between multiple partners. Implementation details, challenges, lessons learned, and key results will be shared during this session.