Portfolio
Customer education has traditionally been limited to in-person training combined with a self service portal where customer could learn at their own pace and time. Ketch is a start-up data privacy company based on out of San Francisco. Ketch launched a product called “Ketch Free” and was trying to adopt a Product-led Growth strategy. One of the problems was after the user signed up they were left with a very confusing implementation flow. We took a ubiquitous approach to education and introduced it immediately during the sales process. I collaborated with the product team and introduced an onboarding approach that included educational components.
In-product onboarding
onboarding tutorial example
Ketch Academy promotional materials
To inform customers and build internal momentum, around the new Ketch Academy, we created a series of one-sheets. The documents provided step by step instructions on how to get started as well as the benefits of joining.
Results
AI avatar production
One of the biggest challenges for instructional designers is gaining access to subject matter experts (SMEs). I began to explore AI tools that could assist in production and save time. I began using Synthesia in 2019 while at Collibra. Below is an example of a custom avatar created at Ketch. One of the key benefits to using this approach is I can quickly edit the script and re-render the video without having to reshoot. This saves significant time and money. One designer and I were able to create 9 courses in 4 weeks.
Begin by recording the person who will be the avatar. In this example, I asked the SME to simply tell a story and be himself. This helps to retain authenticity– but notice he is not looking at the camera. With traditional video this would have caused a re-shoot. This was recorded on a Macbook Pro using Camtasia.
Once the recording as complete, I removed the background and added an office scene. I also blurred the image to add depth and focus on the actor. Finally, I moved his eyes to look at the camera. using Descript. The avatar is now ready to use.
This video shows the final avatar in use. I had a text-based script that I applied to the avatar. It’s very common for a company to make changes to their software or a SME to want to change the narration.
Results
LMS Experience
I have worked in many different learning management systems. Each has their own unique strengths and weakness. The key is to select an LMS that supports the learner’s need as well as the reporting requirements. These means that you often need to customize the solution. On the right are the LMS platforms I have used.
Below are three LMS solutions that I customized.
