Accelerating Adoption
A cross-functional customer onboarding ecosystem designed to drive SaaS product utilization through targeted, practice-specific storytelling.
Project Overview
Enterprise legal software comes with a famously dense learning curve. Initially, new customers were under-utilizing our suite of legal tech products because the onboarding barrier felt too high. To combat this, I helped evolve our generic training into a comprehensive, practice-specific onboarding ecosystem.
By shifting from passive software tutorials to narrative-driven, bite-sized use cases, the program successfully accelerated customer time-to-value, established a new organizational standard for social outreach, and drove measurable growth in product adoption.
The Challenge
Initial data showed that new users were overwhelmed by the platform's broad capabilities. Without a relevant, structured path, they defaulted to basic features and missed the software's true ROI. We needed to translate generic training into highly specific, relevant workflows that respected a busy attorney's schedule and integrated seamlessly into their existing routines.
My Role
I spearheaded the instructional strategy and multimedia design, utilizing Articulate Rise, Storyline, Adobe Premiere, and Illustrator. I collaborated closely with Subject Matter Experts (SMEs) to map the curriculum and worked alongside the Scaled CS team to integrate our learning assets into broader customer marketing and in-app messaging strategies.
The Approach & Process
This initiative required dismantling traditional "feature-dump" training and rebuilding it into a cross-functional, learner-centric journey.
Practice-Specific Storytelling
I collaborated with internal SMEs to evolve our foundational "Day in the Life" content into highly targeted learning plans for specific legal disciplines, such as Labor & Employment and Family Law. Instead of teaching isolated features, we built story-driven, data-backed use cases that showed attorneys exactly how the software solved their specific daily pain points.
Bite-Sized, Flexible Pacing
To respect the extreme time constraints of our audience, I structured the learning paths into bite-sized modules released in weekly chunks. This allowed users to dedicate just 10 minutes a week to their onboarding. The flexible architecture meant they could follow the entire narrative arc from start to finish, or easily jump in to target a single, specific skill on demand.
A Cross-Functional Tech Ecosystem
While the core curriculum was built in Articulate Rise and Storyline, the learning experience extended far beyond the LMS. I partnered with the Scaled CS team to embed the journey directly into the user's workflow. We utilized Pendo for in-app messaging and automated nudges, while leveraging Snowflake to track engagement data and continuously refine the paths.
Modernizing Social Outreach
To drive engagement outside the platform, I designed dynamic customer announcements for our community pages and LinkedIn groups. Recognizing a gap in our marketing format, I conceptualized and produced the team's first vertical videos using Adobe Premiere and Camtasia for GaggleAMP outreach. These high-energy assets garnered significant attention and immediately became the new standard for future product videos.