Embedded Files
A Scalable Solution to Boost User Proficiency & Product Adoption
The Story Behind the Challenge
The Story Behind the Challenge
Imagine a fast-growing tech company offering innovative automation solutions to transform business operations. But there’s a problem—customers, partners, and prospects struggled to fully grasp the technology.
Traditional methods like technical documentation and customer support fell short.
Countless repetitive support requests overwhelmed the team, escalating operational costs and reducing efficiency.
Unsatisfied clients and the growing strain on support meant lower product adoption and missed opportunities for revenue growth.
This was the challenge at ElectroNeek. Users couldn’t quickly transition from novice to proficient due to the lack of a structured learning system.
As support tickets surged, it became clear the company needed a scalable solution to bridge the gap between their advanced SaaS platform with RPA and AI tools and practical user experience.
Crafting The Solution
Crafting The Solution
Tackling the challenge, I led the creation of the ElectroNeek Academy, the company’s central learning hub.
My goal was clear:
◾align learning objectives with business outcomes,
◾improve user proficiency,
◾drive measurable product adoption,
◾and reduce the strain on support.
To develop the solution, I worked closely with SMEs across Customer Support, Success, Product, and Engineering teams, analyzed common support tickets, and collaborated with top executives.
💼 My Contribution & Expertise I Brought to the Project
#NeedsAnalysis | #StrategyDevelopment | #InstructionalDesign | #CrossFunctionalCollaboration |
#C-SuiteCollaboration | #ProjectMapping | #ScriptWriting | #Storyboarding | #MockUps | #ContentCreation | #VideoProduction | #AssessmentDesign | #Certification | #LMSIntegration | #Analytics | #WebImplementation | #CustomerSupportWorkflow
Design Approach
Design Approach
I focused on simplifying technology complexity and minimizing cognitive overload by designing a curriculum that broke down key concepts into small, achievable steps.
The goal was to help users quickly progress without feeling overwhelmed, learning and practicing at their own pace while receiving actionable feedback.
Each piece of content was crafted to focus on what mattered most for effectively using ElectroNeek’s tools.
Implementation & Integration
Implementation & Integration
I led the deployment into Thinkific LMS, establishing Google Analytics and Thinkific’s built-in tools for data-driven insights.
Working with designers, I implemented the Accredible Digital Credential Platform, seamlessly automating certifications within the LMS.
Together with the web team, I helped design and launch the ElectroNeek Product Training page using Figma and WordPress, fully integrated with the LMS to create a smooth user experience.
I worked closely with customer support to integrate the learning ecosystem into onboarding and support workflows.
I also collaborated with the IT team to implement PowerBI reports, providing visibility into customer progress and course completion.
Educated Customers. Streamlined Support. Higher Adoption.
Educated Customers. Streamlined Support. Higher Adoption.
4,500+ Active Users & 86% Satisfaction Rate:
4,500+ Active Users & 86% Satisfaction Rate:
Role-based training and workshops, designed for quick progress and practical skills, empowered customers to confidently adopt the automation tools, reducing their dependency on customer support and increasing satisfaction.
20% Reduction in Support Inquiries:
20% Reduction in Support Inquiries:
Due to the learning system integration into onboarding and support workflows, relevant courses were automatically assigned to new clients. Training-related support tickets were redirected to the appropriate course or workshop, allowing the support team to focus on more complex issues and improve efficiency.
8,600+ Certifications Issued:
8,600+ Certifications Issued:
The learning ecosystem helped users transition from novices to skilled professionals, boosting product adoption. The certification program extended beyond existing customers, attracting new prospects and expanding the company’s reach by offering real-world skills in intelligent automation.
Facing Similar Challenges? Let’s Discuss Solutions
If these challenges resonate with your experience—improving product adoption, scaling customer education, or reducing operational strain—let’s explore how customized learning solutions can address them for your business.
Page updated
Google Sites
Report abuse