Leadership

Digital Scaled Onboarding

  • Digital Scaled Onboarding was created to provide customers with a structured, self-service learning journey that helps them confidently adopt our platform.

    As the program lead, I guided the Customer Education team in designing and launching a curriculum-based onboarding experience, creating 40+ learning resources in less than 6 months. The goal of this program was to enable customers to learn independently, reduce reliance on services-led onboarding, and shift conversations from how-tos to improving how folks used the platform as an organization.

  • I managed end-to-end planning and execution for the program, beginning with working with cross-functional partners across Services, Product, and Customer Success to identify gaps and pain points in the existing customer onboarding plan.

    I ensured the Customer Education team for this program had a detailed curriculum plan and assigned deliverables according to team members’ individual strengths. I managed timelines and dependencies on other moving parts in the business, drove content quality assurance, and oversaw final QA and publishing to Seismic University.

    Throughout the project, I focused on creating repeatable processes and ensuring the learning experience was on-brand and aligned with what the customer needed to know to successfully launch.

  • During a period of rapid organizational change, I proactively identified risks and strengthened team operations to maintain content quality and delivery momentum. Following launch, I organized a retrospective to capture insights and improve future program development.

  • Item description

My Design Work for Digital Onboarding

Interactive step-by-step tutorials designed with Iorad.

🔎 Select the images to zoom in.

AI-powered product video created in days, not months, using Clueso.

Interactive PDF to help customers plan their implementation.

The digital onboarding curriculum included a diverse range of learning experiences, as noted above.

This Articulate Rise course is an example of how I designed for both engagement and different learning styles. I used text, visuals, video, and tutorials to give learners multiple ways to engage, while centering the experience around the learner’s journey with the tool.