@Leonie I see how the feelings evoked by the e-learning platform clearly resulted in negative effects on the participants learning and experience. So I want to applaud your efforts to evaluate and investigate not only test outcomes but also the human experience of partaking in the programme.
I see a few different problems and potential solutions to the case you are presenting.
First the platform is too complex. So efforts must either be put into simplifying the platform, or raising the programme participants capability to use the platform. Perhaps in person lessons on how to use the platform?
Second, I imagine that as a refugee or migrant you can often feel the need for social interaction and support. The lessons before the introduction of the e-learning probably sated this need somewhat especially from the context of meeting others in the same position of being newcomers. As the lessons were removed the problem of isolation and loneliness grows as I imagine there are few other contexts where the newcomers have the chance to meet while having the “excuse” that it is to learn language rather than having to accept that they are meeting others because they are lonely. Perhaps introducing a setting that satisfies the needs while giving the people going an excuse so that they need not come to terms with the fact that they feel lonely. (As loneliness is one of the worst emotional states we as humans can be in.)
Third, as you say - a lot of uncertainty about the long term consequences of partaking and using the e-learning probably resulted in even less usage and attendance. Clarifying this and communicating the consequences during the “How to use the platform”-lessons?
Thank you for your interesting question!