Modernizing onboarding through accessible, scalable training experiences
Experiences tailored to unique user needs
Courses, emails, and in-app support
Built to evolve alongside new product updates
Project summary
Following Tendo’s acquisition and rebrand, onboarding resources had become outdated, inconsistent, and difficult to maintain. Training content no longer reflected the product experience and visual standards varied across touch points. Internal teams needed an efficient way to keep materials current.
The challenge
Existing resources contained outdated information, reflected legacy branding, and relied on workflows that made ongoing maintenance difficult. For provider users and care navigators, finding accurate guidance often required navigating multiple disconnected resources.
The opportunity was not simply to update content, but to create a more sustainable training experience that could evolve alongside the products themselves.
Building a Better Training Experience
To create a centralized learning experience, we repurposed an underutilized TalentLMS platform into dedicated training hubs for both Provider and Care Navigator audiences.
Working closely with our documentation writer, we established a consistent structure, voice, and visual approach that aligned with the evolving Tendo brand. While content expertise came from product and documentation teams, I refined messaging for clarity and accessibility while designing course layouts that made information easier to understand and navigate.
The result was two distinct learning experiences:
A lesson-based Provider Training Course focused on core platform workflows
A modular Care Navigator Training Course designed to expand alongside the product
Designing for Real-World Users
Many users accessed training while balancing patient support responsibilities and busy work environments.
To accommodate those realities, we focused on creating self-paced learning experiences that were easy to navigate, pause, and revisit when needed. Supporting videos were optimized for environments where audio was not always practical, while course content was organized into digestible sections that reduced cognitive load and improved usability.
We also eliminated a legacy certification requirement that added friction without providing meaningful value, creating a more approachable onboarding experience for new users.
EXTENDING BEYOND THE COURSES
To create a more connected experience, I developed supporting onboarding email sequences for new users and helped establish recurring communications through Provider and Care Navigator newsletters. These touchpoints reinforced product education, highlighted new features, and provided ongoing value beyond initial onboarding.
I also partnered with teams managing Help Scout documentation to ensure in-product support resources remained visually and strategically aligned with the broader training experience, giving users access to relevant guidance without leaving the platform.
Project impact
The initiative transformed fragmented training resources into a cohesive onboarding experience that better supported both users and internal teams.
OUTCOMES
Two dedicated training programs launched
Centralized onboarding resources
Self-paced learning experience
Consistent cross-channel education
Scalable content framework
Ongoing engagement through email and in-app support
Brand voice refinement
Creative direction
Email campaign development
In-app support alignment
Messaging development