Building Scalable Learning

Building

Scalable

Learning

Used by many, managed by few

The Problem

Strained Experts, Unengaged Clients

Due to the complex nature of the audit, risk, and compliance (ARC) industries, onboarding new customers to software involved 2 major milestones:

Learning basic functionality of the software.
Learning how to customize software to an organizations specific requirements

The implementation team, with experts from robotics, audit, and other areas, spent most of their time on milestone #1. This led to team burnout and left customers disengaged. Instead of focusing on customization, we were underusing their skills and missing opportunities to guide customers in shaping the software around their specific needs.

Existing courses were not scalable

Courses were designed for specific use cases like audit or compliance. This left learners outside those scenarios with content that did not apply, or required extra effort to make it fit. Maintaining multiple versions was already inefficient, and adding intermediate courses would have multiplied the workload beyond what was sustainable.

The Solution

We shifted the basics courses to teach functionality by connecting it directly to workplace problems and solutions. The emphasis was on showing value, not just features. Content was made more general, with industry examples included, so it applied to a broader audience and was simpler to maintain.
*Due to company policy, unable to provide samples of work

Results

eLearning reduced as much as 10 hours of meetings, enabling the implementation team to focus on higher-value work and customer-specific guidance. Quality of in-person training was higher because customers were asking more thoughtful questions specific to how they wanted the software to work for them.
Built a solid foundation of basics courses that supported the future development of intermediate and advanced programs.

Additional Details

Target Audience

Our main audience included ARC customers working on the front lines. The courses also supported partners and internal staff as part of their product onboarding.

Design Process

I designed the courses using a structured process. I started by reviewing existing content and, with the implementation team, defined the core functionality customers needed before meeting with them. From there, I created outlines, developed content and activities, and refined assessments through several rounds of feedback. Once finalized, I built the courses in the learning management system (LMS) and completed quality assurance to ensure a smooth learner experience, including proper course and exam flow.

Tools used

Whimsical - For evaluating existing content, brainstorming, and restructuring content
Confluence - For writing content and sharing with implementation team members for collaboration
Articulate Rise - For building the course
Camtasia - For creating explainer and how-to videos
Wistia - For hosting videos
Microsoft Visio - For creating diagrams
TalentLMS - For hosting and delivering our courses, our learning management system

My Role

I managed end-to-end development for 7 of the 12 new courses, including working with our implementation team members as subject matter experts, content writing, assessment creation, diagram design, screenshots, and full video production.

Reflection &
Key Learnings

It's a fine line to balance between depth and breadth. I had to teach enough of the core features, and in a way that was relevant to solving the customer's real-life problems, so that customers had confidence to engage in meaningful discussions with the implementation team.
Meeting professional development requirements meant all courses had to be built in 50-minute blocks. This ensured compliance but reduced flexibility. It would have been a curious exercise to explore streamlining product onboarding through options like in-app training.
I learned to make feedback sessions with my subject matter experts more effective by sending targeted questions in advance. This allowed implementation team members to prepare thoughtful answers and reduced the need for follow-ups.