Learning Ecosystem Modernization

Challenge:
Deputy’s Business Insights course was dense, linear, and lived outside the product. Users were expected to learn analytics concepts from long-form modules, then remember what they learned when they returned to the platform. Engagement and completion were low, and users frequently escalated questions to Support.

What I did:

• Broke the course into microlearning paths tied to real user behaviors (“filter a report,” “download data,” “find trends”).

• Moved learning into the product using WalkMe—guidance appears at the moment a user needs it.

• Designed behavior-based actions instead of passive learning (less watching, more doing).

• Created a feedback → refine loop using analytics and customer responses from in-product surveys.

Why it worked:
Because learning isn’t about information—it’s about doing the task successfully.

Results:

• Increased completion + repeat engagement (users return because guidance is contextual).

• More Help Menu discovery, less scavenger hunting.

• Reduced dependency on support documentation and LMS courses.