Building a Product Curriculum

• New users lacked a clear path to learn the platform
• Product knowledge was fragmented across teams and resources
• Customers struggled to connect features to real workflows
• Support and onboarding teams were absorbing repeatable questions

The opportunity was to create a system that reduced friction and helped users reach value faster.

• Conducted a full needs analysis across product usage data, internal teams, and customer interviews
• Identified key knowledge and workflow gaps impacting adoption
• Defined program goals aligned to time-to-value, engagement, and support reduction

From there, I designed a learning system that integrated directly into the customer journey — not something separate from it.

Program Foundation
Customer education strategy and roadmap. Defined learning objectives aligned to product workflows. Established instructional design standards and processes.

Core Learning Experience
Essentials Curriculum: multi-course, self-paced onboarding path. Video tutorials, guided walkthroughs, and assessments. LMS configuration and learning path architecture.

Ecosystem Integration
Embedded learning across onboarding touchpoints — email, onboarding calls, in-product resources. Segmented experiences for SMB, Mid-Market, and Enterprise users. Alignment with Customer Success and Customer Marketing workflows.

Expansion Strategy
Early exploration of a cross-channel education system: in-app guidance, resource hubs, community integration, and federated search across learning surfaces.