Helping educators find content for advanced medical simulation training

Challenge

My client had a time-sensitive deadline by which point a new platform needed to be built and launched to catch all customers and continue to offer them continued access to previously purchased content, as well as introduce them to a new subscription-based pricing model.

Working with remote development teams, I set up proper design processes and agile development standards, acting as ‘the glue between all the pieces' to ensure a successful launch and reliable user experience right from the start.

My role

This solution was my client's first attempt at offering their customers subscription access. I untangled and explained the purpose and benefit behind the approach, working closely with technical teams to deliver a solution that respected legacy systems and complex business operations.

As a consultant, I was involved in every part of the product development process.

Design of a completely new interface, shaped to fit all device types
Working with content partners to set a new standard for simulation training content
Mapping out the support and sales processes, to build internal awareness and ensure product success
Creation of a full set of service email templates for translation into 10+ languages

From zero to launch in six months

From the outset, I designed a solution that could be built in stages. This was to help give the team the flexibility to choose which features should be included for initial launch, while giving opportunity to quickly scale once things were stable.

I created hundreds of development stories and tasks that were vital to ensuring a structured implementation process, as well as forming a healthy backlog of improvements and enhancements for the future. I also worked closely with the QA team to make sure that critical bugs and usability issues were resolved prior to launch.

Support for legacy customers

Many customers had already invested large sums for perpetual content licenses. To ensure they could continue accessing this content without the need to repurchase as a subscription, I outlined key business rules and workflows to allow all past purchases to remain available.

I then designed mechanisms for helping existing customers find and use previously purchased content, along with support articles to explain how the new subscription model made it easier to find and choose the correct training materials.

Mapping workflows

To help my client understand how the new subscription service would work, I created workflow diagrams that outlined each step of the process.

This helped surface questions and challenges—especially around how it would integrate with their existing backend systems. It also revealed gaps and new requirements that were different from their previous one-time purchase model.

Outcome

The platform was launched right on time, with basic functionality initially, but with a plan for growth. Following some initial teething issues (mainly customer access and awareness), the solution was found to be a big step forward for both the client and their customers.