Table of Contents

Overview

Objective

Write new articles and redesign the existing support guide for one of Inkling’s core products, Learning Pathways Courses.

Reduce support requests by documenting recommended user journeys and developing new multimedia tutorials.

Specifications

• Four month timeline.
• Cross-functional team including:
  • Content Strategist
  • Product Manager
  • Support Manager
  • Customer Success Manager

The Idea

The work for this project centered around the Inkling Learning Pathways product, which is a tool for creating step-based, online courses.

Companies like Abercrombie & Fitch and Taco Bell use the Learning Pathways product to develop interactive assignments for their employees to complete.

Imagine, for example, an onboarding course for a new employee at a fast food restaurant.

• The author of this course (an instructional designer at the fast food company) needs to know how to create it within Inkling.
• Once the course is ready to launch, an LMS administrator needs to know how to give store and team managers across the country access to the platform so they can assign the course to employees and new hires.
• Those store and team managers at each restaurant location will need to learn how to use the online environment, assign courses to their employees, and track employee progress.
• And employees and new hires will need to know how to access the course content, how to complete the course, and how to know when the course is due.

The Process

Before this project, there was little documentation available that clearly explained to users the course creation and course assignment process within Learning Pathways.

Ongoing changes and additions to the UX of the product meant that best practice was communicated to users on an ad-hoc basis in the form of live trainings rather than through self-service guides.