The Problem
Troubleshooting a complex technology platform can be time-consuming for both customers and support staff.
This course resulted from a cross-functional collaboration between the customer education and support teams. Its goal was to empower product users to resolve simple troubleshooting needs quickly while reducing the burden on support staff.
The Solution
A video-based eLearning micro-course designed for new platform users across all roles and included in their onboarding process.
Design Approach
After storyboarding and scripting, we leveraged the screen capture functionality of Camtasia to expose the learners to support access points within the platform. An outside voice talent was recruited to record the narration, and I synced the audio with the screen recording.
Results and Takeaways
A reported reduction in troubleshooting calls for the support team.
