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Client Success & Strategy.

Client: Cascade Learning Cooperative (Pseudonym)

Role: Customer Success Manager | UX-Informed Implementation Strategy

Timeline: Fall 2024

🔍 The Challenge.

Educators and program staff within Cascade Learning Cooperative ( were facing multiple user experience pain points during onboarding and implementation:


• Duplicate student accounts due to inconsistent rostering
• Misalignment between the SSO experience and user behavior
• Low platform usage caused by confusing first-use flows
• Unclear content and information architecture during onboarding

These obstacles disrupted adoption and created barriers to deeper platform engagement.

🧠 My UX-Informed Approach.

I led a strategic redesign of the onboarding experience by applying UX principles to implementation.

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🔹 User Research & Experience Mapping

  • Conducted a lightweight journey map to identify friction points in the onboarding process

  • Audited user behaviors using Salesforce and admin dashboards

  • Analyzed communication logs to surface gaps in the support experience

 

🔹 Content Strategy & System Clarity

  • Created a clear, milestone-driven onboarding timeline to reduce cognitive load

  • Rewrote onboarding materials using scannable content, plain language, and action-oriented microcopy

  • Developed role-based resources tailored to both school leaders and teachers

 

🔹 Workflow Design & Collaboration

  • Worked cross-functionally with our technical support and client success teams

  • Designed a feedback loop system using recurring check-ins to monitor usage and engagement

  • Introduced proactive support triggers using data from usage dashboards

📊 Key Results.

✔️ Eliminated duplicate account issues by aligning roster workflows
✔️ Achieved 75% roster completion before launch
✔️ Improved educator confidence and platform usage
✔️ Reduced support requests through intuitive onboarding
✔️ Fostered strong client collaboration and buy-in

💬 What I Learned.

This experience reinforced how user-centered onboarding drives both adoption and long-term engagement. By clarifying the experience, supporting decision-making, and co-creating the plan with stakeholders, I helped educators feel empowered—not overwhelmed.

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Great implementation is great UX: it’s about clarity, flow, trust, and shared success.

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