Choose the customer job

Select a workflow that customers struggle to complete or misunderstand. Build a short guide, session or example around that task. A broad feature tour may attract attention while doing little to help someone take the next useful action.

Measure before and after carefully

Observe completion, relevant activity and support demand around the education programme. Account for differences in who chooses to participate. Motivated customers may be more likely to attend, so better outcomes among attendees do not automatically prove the programme caused the improvement.

Improve from questions

Use recurring questions to clarify the content and identify product friction. If customers repeatedly need lengthy explanations for the same basic task, education may be compensating for a design problem. Share that evidence with the product team rather than producing ever longer instructions. Offer customers a practical resource they can use after the session, such as a short task checklist. Review whether it reduces repeated questions. Attendance alone is transient; a useful reference can support the real work that follows. Ask participants to attempt the task themselves, because understanding a presentation does not necessarily mean they can complete the workflow independently.

Imagine this

Illustrative operating example

A hypothetical session teaches corporate administrators how to prepare a consistent team rollout. The team tracks completed pilot setups and repeated support requests, rather than judging success only by attendance or satisfaction with the presenter.

Make it practical.

Use this checklist as you read. Checks are not stored.

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