Onboarding learning experience for new clients and new hires

Audience: New customers and new hires (internal)
Responsibilities: Instructional Design, eLearning Development, Content Editing, Content Writing, Research, Project Management
Tools: Adobe Photoshop, Adobe Illustrator, Intellum/Evolve LMS
KPI: Lower the number of scheduled onboarding contacts and reduce time to onboard new clients by 25%

Read on below for detailed breakdowns of each stage of the process.

Summary

Oversaw the documentation process, researched and tested various software and hardware options, and built an onboarding training course to teach business owners how to use a new live streaming product to prevent lost revenue during Covid-19

  • A link and explanation of the course was placed in every purchase email

  • Completed course reduced onboarding setup calls by 55% in just two months and reduced technical support contacts by 60%

  • Over the following four-month period, businesses that experienced the training course saw higher attendance than similar businesses that did not

Context

Covid-19 dealt a massive blow to wellness businesses. Many businesses switched to using Zoom to stay open during the shutdowns. Mindbody saw this as an opportunity to create a an alternative that could be used more easily by Mindbody platform users.

The Virtual Wellness Platform was developed, which gave businesses the ability to charge clients for live streams and video on demand content.

This new product required training out internal teams and customers on how to live stream, which is a completely new skillset.

  • Our customers need to quickly learn a whole new style of performing services online, during a time of panic and fear during the shutdown, which is causing many businesses to struggle. Our internal support teams also need training resources to properly support the new product.

  • Create a dynamic and welcoming learning experience and include it in emails going out to new customers. This will proactively reduce technical support contacts and reduce scheduled setup calls. The course must be helpful and easy-to-follow for both our audience of wellness businesses and practitioners, as well as our internal teams.

  • How can we teach businesses to use all of this new technology to keep them in business during lockdown and show the value proposition of our new Virtual Wellness Platform alternative to Zoom?

Research

We spoke to a number of business owners to better understand their existing studio setups. From these conversations, we learned the following:

  • The large majority of clients were already using audio hardware in their studio. This meant that they just needed a way to connect that to a computer to allow for live streaming and didn’t need additional hardware.

  • A significant number of businesses didn’t want to invest into brand new equipment. However, there was still a sizeable number of businesses who were looking for the best solutions, regardless of cost.

  • Our customer base was also very non-technical, so anything we needed to teach would have to be at a basic level of understanding.

We collaborated with the Product and Development teams to test compatible audio hardware, video hardware, and software. As SMEs, we rated effectiveness and offered recommended solutions. Our product used Amazon Chime, so we worked with those engineers to learn more about the underlying technology of live streaming and common best practices.

Solutions

The standard 45-minute setup calls were replaced with a new client learning experience, designed to cover each step in the process. The finish rate for this course was 80%.