Accelerating Adoption
I helped turn generic software tutorials into a targeted onboarding strategy that actually shows lawyers how to solve their daily problems.
Project Overview
Enterprise legal software has a notoriously steep learning curve. Customers were dropping off because the onboarding barrier was simply too high. To fix this, I moved our strategy away from generic feature-dumping and built a practice-specific onboarding flow instead.
We did not just show users where to click. We used narrative-driven, bite-sized use cases to prove exactly how the software could immediately save them time. It established a new standard for our customer outreach and drove actual, measurable growth in product adoption.
The Challenge
When you give a user too many options, they freeze. Our data showed that new customers were overwhelmed by the platform's sheer size, so they just stuck to the basic features and ignored the real value. We needed to stop teaching the tool and start teaching the workflow. The challenge was building paths specific enough for different legal practices while respecting an attorney's nonexistent free time.
My Role
I owned the instructional strategy and multimedia design. I built the core curriculum using Articulate Rise, Storyline, Adobe Premiere, and Illustrator.
Beyond the build, I worked directly with subject matter experts to map out the reality of legal workflows. I also partnered closely with the Customer Success team to make sure these learning assets actually reached users through targeted in-app messaging.
The Approach & Process
We had to stop training users like software testers and start training them like busy professionals. Here is how we got it done.
Practice-Specific Storytelling
A family lawyer does not use software the same way an employment lawyer does. I worked with experts to scrap our generic content and build highly targeted learning plans for specific legal disciplines. Instead of teaching isolated buttons, we built story-driven use cases to solve actual daily pain points.
Bite-Sized, Flexible Pacing
Lawyers do not have time for hour-long modules. I broke the learning paths down into bite-sized chunks meant to take no more than ten minutes a week. The architecture was completely flexible. Users could follow the entire narrative arc from the beginning, or they could parachute in to grab exactly what they needed on demand.
A Smart Tech Ecosystem
Great content is useless if no one sees it. While the core curriculum lived in the LMS, the actual learning experience had to meet users where they already were. I partnered with the success team to embed the journey directly into the software. We used Pendo to trigger automated nudges and relied on Snowflake data to see what worked and fix what did not.
Modernizing Social Outreach
We needed a better way to catch attention outside the platform. I designed dynamic announcements for our community pages and LinkedIn groups. I also noticed our marketing formats were feeling a bit dated, so I pitched and produced the team's first vertical videos using Adobe Premiere. They performed so well that vertical video immediately became the new standard for our product outreach.