Designing a Customer Education Ecosystem.
From product complexity to customer capability: how I structured an enterprise Document Automation learning pathway around meaningful progression, practical learning and clear design decisions.
A personal design reflection · Public-safe, independently illustrated
More than a set of courses.
As a Curriculum Developer and Learning Experience Designer, I worked on a three-course customer education pathway for SS&C Blue Prism Document Automation. The challenge was to turn a connected set of technical concepts and workflows into a coherent journey that supports different levels of learner readiness.
Rather than organizing the experience around product features alone, I focused on the progression of what learners needed to understand, apply and evaluate.
One complex subject. Different learning needs.
Document Automation brings together product concepts, workflow design, configuration, review, quality checks and operational considerations. These topics are interconnected, but they are not equally relevant to every learner at every stage.
Teaching all of them at once can create information overload. Teaching them as disconnected features can make practical application difficult.
New learners need a clear mental model; more experienced learners need deeper technical reasoning.
Configuration, data review and maintenance make more sense when prerequisites are sequenced deliberately.
Customer education must connect explanations to realistic tasks and operational judgment.
A curriculum should not simply organize information. It should organize the development of capability.— My guiding learning-design philosophy
Make it learnable.
Make it progressive.
Make it practical.
For me, bringing a course structure to life means giving each topic a purpose, each activity a reason to exist, and each learner a clear next step.
Define what learners should be able to do, not merely what they should read.
Identify core concepts, dependencies and common points of confusion.
Use clear explanations and examples to connect concepts to workflows.
Support progression with checkpoints, feedback and meaningful decisions.
Applying ADDIE to the design process.
ADDIE provided a structured lens for the work, from clarifying what needed to be learned to designing, delivering and refining a coherent learning experience.
Analyze
Study the product domain, learner starting points, technical prerequisites and intended capability.
Design
Define measurable objectives, map concepts, sequence courses and align learning checks.
Develop
Translate technical content into teachable modules, explanations, examples and assessments.
Implement
Organize the pathway for scalable digital learning and clear learner progression.
Evaluate
Review objective alignment, technical accuracy, assessment fit and opportunities for refinement.
A connected, three-course learning pathway.
Instead of one content-heavy course, the solution separated foundational comprehension, configuration-oriented knowledge, and quality and maintenance into meaningful progression stages. The titles below are publicly listed by Blue Prism University.
Document Automation Foundation
Build a usable mental model of Document Automation, its capabilities and how it fits into business workflows.
- Purpose and core concepts
- System design and integration context
- Relationships across an end-to-end workflow
Setup and Configuration Techniques
Move from conceptual knowledge toward the configuration choices that shape real document-processing workflows.
- Setup and configuration concepts
- Working with processing components
- Connecting decisions to workflow behavior
Quality and Maintenance Techniques
Build awareness of reviewing quality, managing exceptions and maintaining dependable document processing.
- Quality and review considerations
- Operational maintenance concepts
- Judgment and continuous improvement
Bloom’s Taxonomy as a design tool—not a label.
I used Bloom’s cognitive levels as a way to think about the depth of learning objectives, activities and assessments. The objective was not to assign one Bloom level rigidly to each course, but to help learners progress from recognizing concepts to making increasingly informed decisions.
Foundation: Explain how document automation fits into a business workflow.
Configuration: Analyze how a setup choice changes processing behavior.
Quality: Evaluate an exception-handling approach against defined criteria.
These examples are independently written to illustrate my design approach; they are not reproduced internal learning objectives or assessment items.
Learning is a sequence of meaningful decisions.
A coherent architecture becomes a learning experience when explanations prepare learners for a task, practice makes the task visible, and feedback helps them understand why a decision matters.
Two totals. One document. What next?
An imaginary invoice-processing workflow identifies two conflicting amounts. Before data proceeds, the learner must decide what should happen.
Question: Should the workflow automatically accept the extracted value or route the exception for review?
Reveal sample feedback ↘
The amounts do not match. Under a workflow that requires validation of conflicting values, the safer next action is to flag the discrepancy for an appropriate review step—not silently accept either number. The learning point is to apply defined quality rules, rather than guess.
Clear architecture. Practical learning assets.
The deliverable was a connected customer education pathway, supported by learning objectives, sequenced modules and knowledge checks. This case study reports those design outputs—not confidential learner or business performance metrics.
Design deliverables
How I judge design quality
This is a design-quality framework, not a claim of measured customer outcomes.
Designing for confidence, not just coverage.
This project reinforced that a curriculum is strongest when it helps learners see relationships—not just a long list of features. For technical learning, my role is to make complexity navigable without removing the decisions and judgment that make the subject meaningful.
ADDIE helps me organize the design process. Bloom’s Taxonomy helps me think about cognitive depth. My own philosophy brings them together: start with the capability, build a clear pathway, and make room for application.
It transforms complexity into capability.