Global AI Software Company — Customer Onboarding Learning System

A Global AI software company built a technically sophisticated media intelligence platform for government analysts. As the platform matured and the user base grew, it became clear that their approach to training new users could not keep pace with the product or the organization's expansion goals.

Before:

• New organization onboarding relied on live, in-person training sessions delivered by the internal team — including travel to Singapore — with no scalable alternative

• Individual new employee onboarding had no structured process; new users received account credentials and learned the platform from more experienced peers

• A small collection of materials existed — a semantic search guide, an introductory video, quarterly user guides, and an FAQ document — but these were scattered across a shared drive with no learning journey connecting them

• Daily user workflows were undocumented and inconsistent; reporting practices were passed down through institutional knowledge rather than standardized training

• No LMS in place — no tracking, no completion data, no way to confirm what any individual user knew or had been trained on

• Every new cohort and every new employee received a different training experience depending on who delivered it and when

After:

• Moodle Cloud selected, configured, and live as the delivery platform

• Three Articulate Rise SCORM modules developed and uploaded into the LMS, covering the full platform onboarding journey

• Single-course-with-sections architecture implemented to enable sequential learning progression within Moodle Cloud's native capabilities

• Strategic LMS Configuration Report delivered covering user journey mapping, onboarding and offboarding workflows, UX recommendations, and email nudging strategy

• Organization positioned with governance documentation and platform structure to manage and expand content independently

Process:

1. Conducted discovery with internal stakeholders to define scope, user profiles, platform requirements, and the critical path a new user needed to travel from account creation to confident independent use

2. Mapped the full new user journey, identifying where peer-dependent knowledge transfer was creating inconsistency and where structured learning could replace it

3. Evaluated platform options and selected Moodle Cloud based on organizational constraints, budget, and scalability needs

4. Designed a single-course architecture with sectioned modules to achieve sequential progression within the platform's native constraints — a structural decision driven by the LMS environment, not the content

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