Blog Post

Underscore: Architecting Content for Customer Education

By
Chi Johnson
customer education thought leadership by Intellum

The content in any effective Customer Education initiative must directly support the learner and business goals. In this webinar, we discuss how to approach the workflow of building a worthwhile experience, both to the learner and the organization.

Joe King joins us to deliver an insightful chat. As the Senior E-learning Designer at Konstrukt Agency, Joe and his team are E-Learning course specialists. ​​Konstrukt is a network of Instructional designers, content writers and developers creating branded educational and marketing products. 

With more than 15 years building content and delivering programs for world-renowned brands like G4S, Spotify, Facebook, Pets at Home, The Body Shop, Harvard/MIT, HAYS and many more, we couldn’t imagine a better expert to deliver this talk.


Here’s what we cover: 
  • Questions you should ask when you begin your content development process
  • The biggest mistake people make when approaching the development of content for an education program
  • How content strategy differs when a project is mature versus brand new

With a topic as hefty as content development and strategy, some of the questions required some additional resources we were not able to deliver live.

One specific guest was curious about what narrative-based customer education programs look like for SaaS. We think this video does a pretty good job advising how to use characters in a software training project. 

More Webinar resources: 


Underscore is a series of monthly webinars that elevates the voices of Intellum’s greatest asset, our people. Each month, our experts will share knowledge and practical advice on essential customer education topics.

About the author

Headshot of Chi Johnson
Chi Johnson
Brand & Communications Manager
Chi has a natural ability to inject charisma into strategy, communication, thought-leadership, and branding. She tackles every facet of her work and personal life with innovation, panache, and relentlessness.
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