Redesigned and rebuilt a learning academy experience to create a more structured, accessible, and scalable training environment that helped users find the right information faster and build confidence with the platform.
Project Snapshot
| Organization | AutoAlert |
| Role | Director of Training/Senior Manager, Product Training |
| Timeframe | 2015–2020 |
| Primary Focus | Learning experience design, product education, knowledge management, user adoption, and creating scalable training resources. |
| Audience | Automotive dealership users, internal teams, and new users learning how to effectively use the platform and related workflows. |
| Deliverables | * Redesigned learning academy structure * Organized learning paths based on user roles and needs * Product training videos * Technical documentation * Quick reference guides * Knowledge base resources * Onboarding materials * Live and self-paced training resources * Supporting documentation for product updates and new features |
| Tools | * Learning Management System (LMS) * WalkMe * Microsoft Office Suite * Adobe Creative Suite * Jira * SharePoint * Confluence * Video creation tools |
The Challenge
The existing training experience had grown over time and was not always organized around how users actually learned or completed their day-to-day work. Information existed across different formats and locations, making it difficult for users to know where to start, what resources applied to them, or how to quickly find answers when they needed help.
This created friction for both new and experienced users. New users needed a clearer onboarding experience, while existing users needed easier access to targeted resources without relying heavily on support or live training. Without a more structured approach, the risks included longer ramp-up times, inconsistent product usage, repeated support questions, and missed opportunities for users to fully adopt platform capabilities.
My Approach
I started by evaluating the current learning experience from the user’s perspective: What information were they looking for? Where were they getting stuck? What questions were repeatedly coming up during training and support interactions?
The biggest observation was that training needed to move away from a “library of information” approach and toward a guided learning experience. Users did not need more content — they needed the right content, organized in a way that matched their goals and responsibilities.
I focused on creating structure, clarity, and accessibility. I designed resources around the user journey, breaking complex workflows into smaller, easier-to-understand pieces. The goal was to make learning feel less like searching through documentation and more like having a clear path to success.
What I Created
- Redesigned learning academy structure
- Role-based learning paths
- New user onboarding resources
- Bite-sized instructional videos
- Product training documentation
- Quick reference guides
- Knowledge base resources
- Process documentation
- Updated training materials aligned with product changes
- Self-service resources to support ongoing learning
- WalkMe guidance to provide in-product support
Results & Impact
- Created a more structured and scalable learning experience that made training resources easier for users to navigate and consume
- Improved onboarding consistency by establishing clearer learning paths, reusable training materials, and standardized resources
- Reduced reliance on one-off training requests by expanding self-service learning options and creating resources users could access on demand
- Preserved product knowledge by documenting workflows, processes, and best practices in a centralized learning environment
- Improved accessibility of training by supporting multiple learning styles through videos, documentation, job aids, and in-product guidance
- Increased alignment between training content and real user workflows, helping users better understand how to apply the product in their day-to-day roles
- Created a foundation that could scale as the product evolved, reducing duplicate work and making future training updates more efficient
My Process
Observe
I looked at how users interacted with the product, training materials, and support resources to identify where confusion or friction existed.
Understand the Goal
The goal was to help users become successful faster by providing clear guidance at the right moment, rather than overwhelming them with information.
Remove the Friction
I reorganized content, simplified complex concepts, and created resources that allowed users to quickly find answers without needing additional assistance.
Design for People
I focused on the real needs of learners: different roles, different experience levels, and different ways of absorbing information.
Measure Adoption
I used learner feedback, training interactions, and recurring questions to understand what was working and where additional support was needed.
Refine & Improve
I continuously updated materials as the product evolved, incorporating feedback and improving resources to better support users.
Work Samples
Due to the proprietary nature of this work, examples from the learning academy cannot be publicly shared. Representative samples can be discussed or reviewed privately where appropriate.
Examples of work created for this project include:
- Learning academy structure and information architecture
- Role-based learning paths and curriculum planning
- Product training videos and demonstrations
- User onboarding materials
- Technical documentation and process guides
- Quick reference guides and job aids
- Knowledge base articles
- LMS organization and content strategy
- In-product guidance and WalkMe experiences
The focus of this work was creating scalable learning resources that improved user understanding, reduced friction, and supported successful product adoption.
Key Takeaways
- Training is most effective when it goes beyond creating individual resources and becomes a repeatable enablement system. By organizing product knowledge into structured learning paths, self-service resources, and ongoing documentation, I helped transform information into a scalable experience that supported users throughout their journey.
- The best learning experiences start by understanding what people are trying to accomplish, then removing the barriers that prevent them from being successful. Effective training is not just about delivering information — it is about making knowledge easier to find, understand, and apply.
Sally Scott 