Customer Education
Customer Education
Embedded Files
Explore my experience with building, managing, and measuring customer education programs.
Portfolio
Portfolio
Customer Education strategy
Customer Education strategy
Edify Catalyst program and branding
Edify Catalyst program and branding
Edify Catalyst, the enablement arm of Edify, was my "brain child" that grew into a key differentiator for Edify, and it had a positive impact on the goals and KPIs for several Edify departments, including Sales, Customer Success, Technical Support, and People Operations.
Above is a screenshot of the Edify Catalyst homepage, which is the learning destination that I launched and owned for Edify. It housed Edify’s Help Center/Knowledge base, training academy, Product launch news, and more.
This sample showcase my experience and skills in drafting and driving strategies for launching scalable, repeatable, and outcome-focused product enablement brands.
Customer community leader
Customer community leader
Edify Catalyst Community + YouTube channel
The Edify Catalyst Community was Edify’s knowledge base that housed all end user articles and guides for how to use different features of Edify App and Edify Console, and this was the launching point for Edify Developers to access API Docs for learning about Edify APIs.
URLs:
Above is a screenshot of the Get Started page on Catalyst, which was a landing page my team created to create knowledge base collections based on a specific end-user role or topic.
This sample showcases my experience and skills in launching and managing a documentation help center for SaaS products that supports the overall product enablement goals and learning strategy for reaching customers, partners, and employees.
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Community team operations
My team, the Edify Learning team, owned and managed the Edify Catalyst Community site, which was hosted on Google Sites.
I and my two technical writers identified what articles were needed, drafted and published the content to the site, and drove the strategy around how content was organized. I was a backup technical writer for them when request volume was high.
Additionally, my technical writers drafted release notes and helped with customer communication streams during Product launches.
These technical writers alongside our media specialist on our team created all of the media assets on the site (i.e screenshots, Gifs, and videos).
Outside of the website, my technical writers partnered with Marketing to send email newsletters for announcing Catalyst and Edify news.
Data
As for metics for the Community, we used Google Analytics and Youtube Analytics to understand general website health, what content was being digested, and to know overall reach.
Additionally, my team partnered with Technical Support and Customer Support to review ticket volume and type to understand what content the Community needed to help Support.
Most importantly, this team focused on – and had a positive impact on – increasing the Technical Support team’s First Contact Resolution metric and related KPIs.
This is a screenshot of the Edify App knowledge base landing page on Catalyst, which shows another way content was organized on the knowledge base for making it easier for new users to Edify app to find content they needed and to learn about Edify.
This is a screenshot of the What’s New landing page on Catalyst, which was a page my technical writers managed for announcing what new assets (articles, videos, courses) were recently published to Edify Catalyst.
This is a screenshot of the Release Notes landing page on Catalyst that my team managed for posting and archiving product release notes.
Above is a screenshot of the video that I scripted, recorded, and produced myself with Camtasia to walkthrough the features of an Edify interaction.
Feature overview: Tour customer interaction in Edify App video
This sample showcases my skills in creating, scripting, and producing video tutorials to explain complex software to a wide ranging audience.
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Context
The Tour customer interaction video and Scripting tab video are full production video tutorials that explain the scripting tab feature and all the processes related to accepting and handling an interaction in Queue.
These videos were created for our contact center agents and managers to learn about these important features of Edify’s Edify CX product.
I designed, scripted, recorded, demoed, produced, and published these videos myself. The animated green monster that waves in the intro and outro was created by our media specialist.
However, I completed the software demos, on-screen call outs, audio editing, and overall video production when I was a team of just one or two people.
Audience: Edify queue users (contact center agents and managers)
Tools:
Quicktime (voice recording)
Edify (software demo)
Camtasia (video editing)
YouTube (video hosting)
Above is a screenshot of the product and feature walkthrough that I recorded and published myself with Loom. I configured and executed the demo myself while I talked through the feature.
New product release: Tour analytics video
This sample showcases my high comfort level in navigating around complex software while teaching it, my experience in making decisions as a “play-coach” people manager, and my experience in working with video production tools, like Loom and YouTube.
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Context
The Tour analytics video is a quick, feature tour that I completed within one sitting, where I explain and walk through the main aspects of Edify Analytics.
This video was needed, but each member of my team was working on different important projects. So, since this video was an asset that would support the team’s larger project, I decided it was best that I pivot from “coach” to “team player” and create and publish this video myself.
This video was created in one sitting with only a few retakes since I was fairly comfortable with the topic already and with recording on camera.
Audience: Edify Analytics end users
Tools:
Loom (video creation)
Edify (software demo)
YouTube (video hosting)
Customer academy
Customer academy
Edify Catalyst Learning
Edify Catalyst Learning was the academy destination for completing Edify courses.
This training platform was where all customers, partners, and Edifurians enrolled in eLearning courses to dive deep into learning about various Edify products, features and talk tracks.
The training platform started with launching role-based learning paths that aimed to train contact center agents, contact center managers, office users, and admins on Edify products and features.
After the end user audiences had foundational programs launched, the Learning Experience team pivoted to collaborate with Sales to launch Partner Certificate tracks that focused on enabling our technical and reseller Partner audiences on Edify sales messaging and products.
Above is a screenshot of the training landing page on Catalyst for learners to either sign up or log into Edify Catalyst Learning to start enrolling into role-based courses or learning path programs.
This sample showcases my experience and skills in launching and managing a learning center or academy for SaaS products that drives product education and enablement for customers, partners, and employees.
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Learning experience team operations
My team, the Edify Learning team, owned and managed the Edify Catalyst Learning platform, which was hosted on Skyprep LMS.
I, our Learning Experience Designer, and our Technical Program Manager developed and implemented all the content and assets related to launching role-based, ondemand eLearning programs.
Launching these role-based learning paths included the design and development of these types of materials: eLearning courses, videos, program guides, program branding and assets, learning management administration and reporting, and a communication strategy and roll out.
Additionally, content development required deep content and instructional expertise, so we leveraged the Edify Catalyst Community knowledge base, feature exploration in the Edify sandbox, and cross-departmental partnerships (i.e. CS, Product, and Sales Engineering) to gain access to use case expertise and SME Review on the more complex courses.
Data
Once programs were launched, we evaluated our programs based on Kirkpatrick Evaluation principles.
We leveraged Google Forms and LMS reports to conduct Level 1 and Level 2 evaluations, and we aligned Support ticket data and customer satisfaction data with LMS program data to understand the impact of programs on customer health and retention.
This is a screenshot of two foundational role-based learning paths a learner could enroll into to better understand either Edify Console or the features of Edify’s office product, Edify EX.
This is a screenshot of the learning path registration form for enrolling into the EX Foundations learning path. After submitting the form, the learner gains access to the training platform and can start completing courses or they can explore other courses.
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