Interactive Product Experiences

ChurnZero aimed to provide an accessible, guided training environment for users who lacked access or confidence in using their own platform tenant.

Year
2023

Client
ChurnZero

My role:

Led the design and development of a series of interactive, guided simulations using ReachSuite, aligning with customer education goals and launching within ChurnZero's LMS.

Objectives:

Allow users to explore ChurnZero features without needing tenant access.

Support new users in understanding the platform.

Integrate the guided simulations into ChurnZero's training library.

Design process

  1. Designed a series of simulated experiences replicating ChurnZero's most used product features.

  2. Developed guided walkthroughs followed by open-ended exploration.

  3. Authored instructional content introducing the tool and its learning value.

  4. Packaged and tested the modules within the LMS for full functionality.

Challenges & solutions

  • Quickly learning and integrating a new tool (ReachSuite).

  • Ensured intuitive design and coordinated timelines with the partner team.

Outcomes & impact

  • Increased learner confidence and onboarding efficiency.

  • Positive feedback from internal stakeholders and users.

Interactive Product Experience - Users can click around in a simulated environment without logging into their tenant.

Reflection

  • Gained skills in simulation-based training design and cross-tool integration.

  • Built a collaborative relationship with a partner software provider, offering product feedback while concurrently mastering its use and tailoring it to fit instructional goals.

  • This project reinforced the value of learner autonomy and accessibility.