Scalable Learning

about project

Role

Instructional Designer

Scope

Internal and customer onboarding

Focus

Scalability and product adoption

Outcomes

  • Reduced onboarding time by up to 10 hours per customer, freeing implementation teams to focus on higher-value, customer-specific work

  • Established a scalable foundation for product-based learning


Project Details

Challenges

Onboarding relied heavily on expert-led training, with implementation teams spending significant time teaching basic functionality instead of delivering high-value, customer-specific guidance.

At the same time, training content was built around narrow use cases, making it difficult to scale, maintain, or apply across different customer needs.

Solution

Shifted onboarding from use-case-based training to a product-based learning system focused on value and core functionality.

Content became scalable and adaptable, laying foundation for sustainable growth of learning portfolio.

Strategic Takeaways

  1. Product-based training scales more effectively than use-case specific training as learner needs diversify.

  2. Modular design improves efficiency now while creating flexibility for future program growth.

  3. Learning design is more useful when it reflects how teams actually onboard and support customers.