B2B, SaaS ID, Part II
Working as a technical instructional designer in customer education has some unique challenges. IDs in talent development or internal enablement may not engage in some of the following tasks:
Sales Process: We are included when the sales team drafts bids. Clear communication is key as we need to understand the exact solution for the client, as that might impact the learning experience they require.
Training Estimates and Proposals: Based on the solution for a potential client, we put together a training estimate and proposal that includes learning pathways, cost of goods sold, and course descriptions.
Customized Learning Solutions: Some clients buy a customized version of our software instead of out-of-the-box software, in which case training will look different as well. We may need to create a customized learning solution where we swap out screenshots to show the client’s interface, as well as use cases relevant to their workplace.
Product training roadmaps: Customer education teams work closely with the product teams to make sure we are aware of upcoming customer deliveries, releases, and new functionality. Our work should always be proactive, and it is up to us to build a roadmap of education needs, and the impact of business plans to our approach.
Training versions: Each course, vILT or on-demand, supports a unique version of the software. For each version that is released, we need to update training. This support cycle should be maintained over time.
Jumping industries can fundamentally alter the nature of your job as an instructional designer. These last few posts of mine highlight some of the nuances of ID work in tech.
