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Kirsten AlburgLearning Experience Designer
All courses

Customer Education

Customer Product Training

Product onboarding and certification for software customers

Format
Slide-based interactive course with simulation
Audience
New customers and admins of a SaaS product
Length
30 minutes
Sections
5

Portfolio demonstration. This course was designed and built by Kirsten Alburg to show instructional design capability. It was not created for a client and is not built in Articulate.

Slide-based interactive course with simulation

Customer Product Training

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Section 1 of 5 — Welcome to the Academy20% complete

Orientation

Welcome to the Academy

A customer success specialist on a headset guiding a new user through software
Customers rarely stall because the product is hard. They stall because nothing told them what to learn first.

Customers do not want to learn software. They want the outcome the software produces.

This course is organized around the three jobs customers hire the product to do, and each one ends with you doing it yourself in a practice environment.

Learning objectives

0/4 tracked
Why it matters
Adoption stalls when customers can complete a demo but not their own Monday-morning workflow. This course practices the workflow, not the tour.
Where you will use it
Your first live reporting cycle, your first configuration change, and the first time something does not behave as expected.

Behind the build

Design Decisions

The instructional thinking behind this learning experience. Every interaction has a purpose; every design decision supports a learning objective.

Learning challenge

Customers were watching feature tours and still filing tickets, because the tours demonstrated the interface rather than the task the customer came to finish.

Audience

Primary learners
New customers and administrators adopting a software product.
Prior knowledge
Familiar with their own workflow, unfamiliar with this product's model of it.
Learning need
To complete their first real task successfully, unaided.
Context of use
Self-serve, mid-adoption, usually with a deadline attached.

Learning objectives

  • Complete the core setup workflow without support.
  • Diagnose the three most common configuration errors.
  • Choose the right feature for a stated business outcome.
  • Know when to self-serve and when to escalate.

Design case study

Read the full breakdown

Challenge

Support volume in the first 30 days of a customer relationship is dominated by a handful of avoidable setup mistakes, and customers who do not reach their first successful outcome quickly are the ones who churn.

Instructional strategy

Task-centered instruction. Every section is framed as a job to be done, the walkthrough is immediately followed by guided practice, and the assessment mirrors real support tickets rather than feature trivia.

Reflection

Designing this clarified a rule I now apply to all customer education: teach the customer's job, never the vendor's menu. Course content organized around the interface goes stale with every release.

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