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Software Training
Project Trailer
The Problem
The client has to onboard their clients daily. As a SaaS company, there is the customer support team, the service desk, and the classical onsite trainings. As with most SaaS companies, the SMEs create endless screen-recorded videos and explainers, and that remains the sole nature of their digital training, just in different formats. The challenge was not only to rethink the knowledge production, but also to build the complete platform from scratch.
My Role
I was assigned to build the content strategy, the learning experience, and also completely build up the learning platform from scratch. The client’s competition was very strong, and their software was not much different from the competitors’ solutions. Thus, the learning curve was a critically important aspect not only for their sales but for customer retention as well.
The client is a software company in the timber construction industry. Besides developing and selling the software, their core responsibility is onboarding their clients as effectively as possible.
I had to find a way to create digital learning solutions that support their daily in-person customer care and not replace them. And I had to find a way so that users would feel that, with them, it is easier and faster to master the software.
My first step was to chunk down the most important pain points for the users, meaning the most essential topics. And those were always the very basics. Few clients needed the advanced courses; it’s mostly about the basics and onboarding. Then I defined the most practical outcomes, be it a window structure, a rooftop, or something else, but it must be a concrete outcome that can be built up as a learning journey.
The videos were still key elements of the learning journeys, but maximum 1.5 seconds long and very well scripted and structured to fit into the specific learning journeys. For the learning environment, I built up the complete LMS with a modern cloud-based LMS, which allowed all the modern features to support a high-level learning experience.
