Transforming Customer Education for VidMob Genius
I believe that impactful learning experiences must be deeply customer-centered, reflecting real-world needs and contexts. By focusing on scenario-based design and iterative prototyping, I ensured that each module met customers where they were and guided them to confident, independent use of VidMob’s powerful tools.
The Challenge:
When I joined VidMob, customers struggled to navigate the complexities of our AI-based marketing software. Only one e-learning module existed, leaving most users to rely on trial and error to learn the system. This was a barrier to adoption and a source of frequent support tickets.
My Role:
As the lead instructional designer, I was tasked with building a comprehensive, scalable training solution that would empower customers to confidently use our software and maximize its capabilities.
The Solution:
Although I can’t share screenshots due to proprietary restrictions, the solution included:
A suite of five interactive courses—one for each VidMob platform—designed to mirror users’ day-to-day workflows.
Scenario-based learning to simulate real-world tasks and decision-making, making training relevant and immediately applicable.
Built-in job aids and quick-reference guides to support learners post-training.
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A central "home" for all courses and product information, known as VidMob Genius.
The Impact:
Within one quarter of launch, course engagement skyrocketed by 4000%, transforming training from an afterthought to a critical onboarding and support tool. Customer success teams reported fewer repetitive support tickets and faster user adoption of key features.