Knowledge Academy

Role & team

Learning Experience Designer working with the E-learning Manager, VP of Product Usability, Subject Matter Experts, and Technical Writers.

Timeline

9 months.

Skills

Instructional design, video editing, project management.

Tools

Figma, Adobe CC (Premiere Pro, After Effects, Photoshop), Articulate 360.

The Challenge: Filling a Market Knowledge Gap

The goal was to establish a crucial educational presence in the complex field of knowledge management (KM). Despite possessing decades of expertise in the subject matter, a comprehensive program to transfer that knowledge to the public did not exist.

More info

The project required defining, creating, and launching a multi-stage certification program. My mandate was to deliver the strategic vision to:

Transfer Core Expertise: Systemize and present advanced KM theory and methodology to professionals and novices alike.
Establish External Authority: Create a novel, open platform that positioned the project’s knowledge base as the authority in the KM market.
Drive Adoption: Design a scalable solution for partners, internal teams, and the global public.

Process Overview

As the sole Learning Experience Designer, I was responsible for the entire pipeline: from curriculum strategy and content architecture to video production, authoring, and certification design. My primary objective was to deliver a scalable, market-ready educational product.

I defined a video-centric approach to ensure high knowledge retention. Execution was focused: I filmed and edited Subject Matter Experts (SMEs), then designed the certification pathway, expanding the concept into three distinct, progressive tiers. I authored the final modules in Articulate Rise, ensuring interactive quality before the multi-platform launch.

Key Deliverables

Progressive Certification: Architected three progressive levels, each with distinct badges designed by me to maximize shareability and user motivation (Level I: Insights & Best Practices, etc.).
High-Fidelity Content: Managed and produced video-based lessons to replace lengthy text, optimizing for user engagement and immediate comprehension.
Strategic Expansion: Following proven success on the initial platform, I led the successful deployment of the Academy on Udemy to maximize global market penetration.

Delivered

Desktop dashboard

Product training pages

Mobile dashboard

Mobile dashboard

Video-first content redesign

Product training pages

"We see the Knowledge Academy as a new third pillar of the company."

— Ashu Roy, CEO, eGain

"We see the Knowledge Academy as a new pillar of the company."

— Ashu Roy, CEO, eGain

Desktop dashboard

Results & Lessons Learned

The strategic design and content architecture resulted in immediate, measurable increases in platform engagement and strengthened the company’s position as a leader in the industry.

Key Takeaways

Design for Retention: I validated that the decision to prioritize short, bite-sized videos over traditional long-form content was the key driver of high completion rates.

Quality is the Strategy: For a public-facing product, quality is non-negotiable. My focus on high-quality production and robust design directly established the project’s authority in the marketplace.

A Clear Roadmap Yields Speed: Establishing the three-tier roadmap and design principles early on ensured a fast development cycle with zero scope creep.

↑ 250%

Platform Engagement

Direct result of the video-centric content design and self-service structure.

200+ Students

External Market Reach

Successful external launch on Udemy, validating content quality and market fit of the curriculum.

Blueprint

Content Expansion

The program's success established the definitive model for all future internal and external certification initiatives.