SELECTED WORK/CUSTOMER EDUCATION
The Right Learning,
Right When Customers Need It
How customer insights shaped a targeted microlearning strategy that achieved 292% growth in adoption.
Needs analysis · Customer education · Instructional design · Performance support · Learning analytics
The challenge
Learning trends and a customer needs assessment revealed that customers had different training needs than employees and partners. Rather than taking lengthy courses, customers often wanted quick, digestible answers to specific product questions, setup tasks, or troubleshooting challenges. We needed an approach designed around how customers actually sought and used information.
The approach
01 Design learning for the audience
We developed short, practical resources addressing individual questions and tasks, using customer feedback and needs analysis to inform relevant topics and priorities.
02 Choose a format suited to technical learning
Our initial card-based authoring tool proved restrictive for screenshots, procedures, and troubleshooting guidance. We transitioned to Articulate Rise, retaining concise, task-focused lessons while better supporting technical explanations. I helped guide the transition and directly contributed to converting existing lessons.
03 Meet customers where they work
We expanded access through customer onboarding communications, technical knowledge resources, and a more useful learning catalog, connecting content to places customers were already seeking answers.
The impact
Between February and November 2024, the microlearning program expanded its reach, increased engagement among participating customers, and broadened the resources available to them. These gains reflect the combined effects of improvements to content, format, and distribution—not an isolated causal effect from any one change.
What this demonstrates
Audience-centered learning strategy, needs analysis, authoring-tool evaluation, technical instructional design, cross-functional collaboration, and measurement.
Key principle: Effective microlearning is targeted guidance in the right format at the moment of need.