Digital Adoption Platform Implementation

Scale

70,000 users across 13 countries

The Challenge

Edval Daily is a high stakes platform used by school administrators to manage complex daily teacher covers and school variations. The existing onboarding model relied entirely on resource intensive face to face training sessions. This created a significant bottleneck for global scaling and left users without support during the immediate flow of work.

The Strategy

I led a multi year transition from this legacy model to a scalable digital first learning ecosystem. This required not only a technical implementation but a significant change management effort. I applied frameworks to provide clear direction and instructional support, moving skeptical stakeholders toward a new way of working until they became the strongest advocates for the new approach.

The Methodology

I interviewed users and analyzed support tickets and knowledge base views to map out every major use case. I then led the initial end to end implementation of the WalkMe platform within a six week timeframe. I designed and deployed over 50 interactive walkthroughs and smart tooltips that provided on demand training at the point of need. To provide a structured learning path, I implemented Onboarding Task Lists. These provided users with a clear, gamified checklist of essential tasks to complete, ensuring they reached "time to value" faster without needing a trainer present. These tasks were complemented by Smart Walk-Thrus that guided users through complex, multi step processes in real time.

The Data Engine

I utilized advanced analytics, including session replays and conversion funnels, to identify specific friction points where users were dropping off. I established a sustainable update cycle to deploy new launchers and walkthroughs that directly addressed these gaps. To improve visibility, I integrated learning data with CRM and analytics tools like Zoho Analytics to provide a holistic view of learner progression.

The Result

We successfully retired the mandatory face to face training model, significantly reducing operational costs while supporting schools across the world simultaneously. By closing support gaps with in product learning and automated workflows, we reduced the need for reactive support and enabled proactive learner assistance. This work transformed the training program into a revenue generating asset with high user satisfaction