Differentiated learning experiences for priority user segments
Employer: Adobe Systems Role:Lead content strategist, ‘Chief content wrangler’
By 2014-15, Adobe’s business had made a hugely successful transition to cloud-based software delivery. To keep pace with the new business model, the company’s Creative Cloud learning content had to evolve to serve differentiated experiences for identified priority user segments.
Digital Media user research
Digital Media design
Community help and learning(CHL)
Digital Media executive leadership
Digital Media engineering
All tiers of Customer Experience org
Create differentiated learning paths for the following priority user segments identified in collaboration with UX research
The new content types garnered impressive page traffic metrics and user ratings:
The Photoshop desktop What’s New page alone was registering millions of page hits every year by 2017.
Product-specific variations notwithstanding, the What’s New resources registered encouraging positive user ratings.
The call propensity around new features saw a decrease in 2016-17.
The content strategy I contributed to in 2014-15 has stood the test of time, scaling for newer channels like mobile. It is helping customers year after year in getting the most out of their Adobe software.
Overall, Adobe’s onboarding and retention strategy has been a huge success.
And this happened on the splash screen of Photoshop 19.x releases, marking a proud moment in my career: