Redesigned LMS with updated learning content, improved usability, and simplified navigation

Updated Learning Content:

  • Cross-referenced most viewed content with common customer contact reasons to update the most important content

  • Changed focus of content from longer videos to shorter interactive content (written, images, GIFs)

Improved usability:

  • Changed organization of content from Level 1 (Staff) and Level 2 (Advanced) into job roles: Front Desk, Instructor, Manager

  • Split topics into smaller modules

  • Replaced a single large quiz with multiple smaller knowledge checks to facilitate easier learning for customers wanting to complete the Certifications program

Simplified navigation:

  • Reduced number of icons and linked content on the front page

  • Centered site navigation over search, making it easier for users to find content

Audience: New and experienced front desk staff, instructors, and business owners in the wellness industry
Responsibilities: Instructional Design, eLearning Development, Content Editing, Content Writing, Needs Analysis, User Interviews, User Research, Project Management
Tools: Adobe Photoshop, Adobe Illustrator, Intellum/Evolve LMS
Objectives: Increase CSAT > 80%. Lower customer service contacts over the lifetime of the customer journey. Market and promote new products and features. Track success with knowledge checks and quizzes.