77% Engagment Increase

Transforming Content Chaos into Persona-Driven Enablement

How designing and implementing a persona-based learning system that transformed fragmented, inaccessible content into a structured, role-based experience exponentially increased customer engagement.

IMPACT

77% increase in LMS engagement and access
1,800+ badges awarded in first year
87% increase in learner confidence across key topics

The problem wasn’t building more content. It was relevance, accessibility, and usability.

1 | The Business Challenge

Aledade had a robust content offering, but the learning ecosystem lacked structure, scalability, and measurable impact.

Content was delivered as job aids and one-off PDFs
LMS functioned as a content repository, not a learning system
No visibility into engagement, usage, or effectiveness

Key issues:

High content volume, low usability
No alignment to roles or workflows
Heavy reliance on field teams to deliver learning manually

2 | The System Breakdown

Enablement existed, but it was not scalable or effective.

Field teams acted as the primary delivery mechanism, creating operational strain
High turnover made knowledge transfer inconsistent
Users could not independently find or apply relevant content

System Breakdowns:

No clear mapping between role → task → learning
Content was informational, not skill-building
No system to identify what content was valuable or used

Impact:

Ineffective learning experiences
Limited adoption of tools and workflows
Overburdened field enablement teams

3 | Designing for Behavior Change

To address these gaps, I introduced a persona-based enablement strategy grounded in real-world responsibilities and workflows.

Core approach:

Defined personas based on job to be done (JTBD)
Built a Job Task Analysis (JTA) mapping competencies to roles

Personas defined:

Clinicians
Front Desk Staff
Practice Managers
Operational Champions
Practice Leadership

This ensured learning was no longer generic, but role-specific, actionable, and relevant to daily workflows.

4 | Building a Scalable Learning System

To operationalize the strategy, I designed an integrated system connecting content, structure, and personalization.

Role based

Aligned content to specific actions and responsibilities per persona that focused on real-world behaviors:

Clinicians → diagnosis accuracy
Front staff → outreach and scheduling optimization
Managers → workflow design and tracking

Governance

Audited and archived outdated or unused content
Implemented content lifecycle management and thresholds
Introduced tagging system:
- Persona
- Topic
- Difficulty

Credentialing

Developed clinician-focused credentialing program
Launched 7 courses
Created structured pathways for skill development

Platforming

Rebuilt LMS dashboard for usability
Introduced search-first experience
Improved navigation to reduce reliance on field teams
Integrated Pendo to capture meaningful analytics

Personalization

Implemented recommendation engine based on:

Persona
Job responsibilities
JTBD inputs

Mapped users to the highest-value content automatically

5 | Execution

Ensuring this large initiative landed successfully, meant simultaneously executing on multiple key projects:

Design and launch of 5 new learning pathways and credentials
Integration between Credly and LMS (Thought Industries)
Full content audit with cross-functional teams
New systems governance and protocols, including archiving standards, and system navigation redesign
Cross-functional partnerships across product, field, and education teams
Architecting a recommendation engine in the LMS aligned to new persona-based courses and learning

Challenges:

Overcoming legacy content sprawl
Aligning stakeholders on governance standards
Shifting from content delivery → system design mindset

6 | Impact Measures

Outcomes were driven by aligning learning to real-world roles, improving content accessibility, and enabling personalized learning pathways.

77%

increase in LMS engagement and access

1,800+

badges awarded in

first year

87%

reported increase in learner confidence across key topics

RETURN HOME