Objective: Create an engaging course that will replace a 45-minute onboarding setup call and allow B2B self-service.

Process: I worked with Onboarding and Customer Services department leaders and individual contributors to turn all of the content they cover into a condensed training course. I used the opportunity to also address specific pain points from consumers. A “welcome video” was also filmed to ease clients into using the new products.

Results: The course was published in late June 2021. The following months, July 2021 and August 2021, saw a 55% reduction in the number of calls made to onboarding.

Objective: Teach non-technical wellness business owners which hardware to purchase for the best live streaming quality and how to set up that hardware.

Process: I tested a variety of microphones, audio interfaces, mixers, and more. I interviewed business-owners to identify pain points and improvements. I worked closely with the product team to share my findings and suggest product changes.

Results: Over a four-month period (April 2021 - July 2021) businesses who used our recommended hardware consistently saw higher attendance than those that didn’t, and even remained stable during the COVID-19 pandemic.

Objective: Create a short “hype reel” video to be used by an enterprise strategic account customer (their business valued at $450 million dollars) to give their own employees an idea of what our company is and what we provide with our software.

Process: I worked with a member of the enterprise business’s own marketing team to obtain video and music assets. These were then color-corrected and edited into the final product along with company brand assets. Additionally, the original video was updated with PPE footage to match changes made in the company as a result of COVID-19.

Result: Finished video was used during training for over 1,750 studio locations in 45 countries.