About
For the past four years, I have led efforts to enhance the client training experience, focusing on technical documentation such as Release Notes, Help Websites, Installation Guides, and in-product guided walkthroughs using Pendo. In 2024, I took on a new initiative to completely revamp our client training, to provide better guidance for onboarding new clients or employees to a practice.
Project Initiation
The first step involved hiring a new team of Instructional Designers and Technical Writers, as the client training program had previously been managed by a different team that was later phased out. This required building the program from the ground up, including the creation of a new training design system and internal templates using Articulate 360 Rise and Camtasia to ensure alignment with our Elements branding for a cohesive user experience.
Course Creation
We began developing the actual courses for the selected learning paths, each containing multiple modules that integrated screenshots, videos, images, and interactive activities. This multi-faceted approach allows users to read, see, and engage with the content, enhancing information retention and learning effectiveness.
Project Information
- Company : Greenway Health
- Length : 2024 - Current, 1 year
- Category : Customer Training
- Persona : Physicians, Nurses, Front Office, Back Office, Reporting Managers, Patients
- Devices: In-app guidance, Help sites, Training Courses
Learning Path Development
The training courses were designed as part of a larger learning path tailored to different user roles. We created user personas to identify the specific needs of each group, enabling us to design effective learning paths. Journey maps were developed to visualize the different phases of the learning experience, ensuring that appropriate training was aligned with each stage.
Help Documentation
In addition to the online learning courses, we maintained comprehensive online Help sites for clients, featuring updated Release Notes, new features, and quick links to product guides.