The Customer Onboarding Journey - AI E-learning Module
This Rise-style e-learning module trains new Customer Success reps at StreamLyft on the full 90-day customer onboarding journey: what to do at each stage, what the customer should accomplish, and what at-risk signals to watch for. Built as a first prototype using Claude Design (AI), it covers all five onboarding stages across 7 lessons, with interactive flip cards, milestone checklists, scenario-based knowledge checks, and a contingency reference lesson built in.
The Idea Behind It
New CS reps at a fast-growing SaaS company need more than a document to read. They need to internalise a process, and they need that process to be immediately usable on their first real customer call. The goal of this module was to turn the Customer Onboarding Playbook into a structured learning experience that a new rep could work through in under 20 minutes and walk away ready to act.
The format was chosen deliberately. Rise-style scrollable lessons mirror how people actually consume web content - you read down a page, you interact with elements as you go, and the content feels less like a course and more like a professional resource. That distinction matters for a CS audience. These are not students completing a compliance module. They are professionals who need a practical field guide that happens to have learning mechanics built in.
A first prototype was developed using Claude Design, demonstrating how AI tools can accelerate the build phase of training development without cutting corners on instructional rigour. The module includes scenario-based knowledge checks at the end of each stage - not recall questions, but judgment calls grounded in real situations a new CS rep would actually face.
The module is designed to be completed alongside the physical Customer Onboarding Playbook. The playbook is the job aid; the module is the training that makes the playbook make sense.
Click the image to view the module 👉
Click here to read the complete Case Study.
Click here to view the Customer Onboarding Playbook PDF.
Software Used
Claude Design, Netlify
Highlights
Rise-style scrollable format: 7 lessons that read like a professional web resource, not a slide deck. Sidebar navigation, progress tracking, and a Begin Training overview screen.
5 journey stages covered end to end: Kickoff (Week 1), First Use Case (Weeks 2-3, the highest-churn danger zone), Adoption and Breadth (Weeks 4-6), Integration and Value Evidence (Weeks 7-8), and 90-Day Review and Renewal (Weeks 9-12).
Interactive learning elements throughout: Flip cards for weak vs. strong outreach examples, milestone checklists, at-risk signal callouts, and scenario-based knowledge checks that ask "what do you do?" not "what does the module say?"
Contingency and Escalation reference lesson: Accordion-style protocols for the five most common situations where things go wrong: customer goes quiet, product is too complicated, low team adoption, key champion departure, and cancellation request.
Built with AI as a deliberate design choice: First prototype developed using Claude Design, demonstrating how L&D professionals can use AI to rapidly prototype training content grounded in real performance consulting findings.
