The Solution

As the creative lead, I partnered closely with Senior Onboarders to ensure the curriculum reflected exactly how customers used the platform day-to-day.

The first step was rethinking the learning structure entirely. Instead of long, traditional courses, I broke the content into focused, bite-sized modules that customers could complete in just a few minutes. This made the learning easier to digest and effortless to fit around busy workflows.

Taking dense technical processes and turning them into something simple and intuitive was a major part of the project. I transformed complex workflows into interactive, visual learning experiences that removed the intimidation factor and helped users build confidence quickly.

To make the Academy truly user-centred, I designed flexible learning pathways that allowed clients to choose exactly what they needed — whether they were administrators, trainers, or front-line users. Each learner saw only the content relevant to their role, ensuring their time was spent efficiently.

The Result

The Academy reshaped the entire onboarding experience. Clients no longer rely solely on scheduled sessions; instead, they can build their skills at their own pace, with quizzes and certificates helping reinforce key concepts along the way. The platform now empowers users to “learn, grow, and stay ahead” — reducing support demand, improving product adoption, and giving customers the freedom to learn on their own terms.