Instructional Design & Customer Education
Building and growing customer education programs.
I’m Frank Jolly, an experienced instructional designer specializing in customer education and technical training for enterprise SaaS platforms.
I build learning programs that help customers understand complex software and put it to use. My work covers the full process, from learning strategy and course design to eLearning, video, hands-on practice, certification, and live training. I work closely with subject matter experts, stay hands-on with the product, and continue improving the learning experience as the product and customer needs evolve.
Work Samples
I combine different learning formats within each lesson to build understanding step by step. Storytelling introduces the problem, interactive content builds key concepts and terminology, software demonstrations show how it works, and hands-on practice gives learners a chance to apply what they’ve learned. Certification assessments reinforce and validate that learning while giving participants an achievement they can share.
Design approach
{{ s.approach }}
{{ s.approach2 }}
{{ s.approach3 }}
Process
My approach is grounded in ADDIE, adapted to the way I design technical and software training. Whether I’m developing a single course or building a larger learning program, I follow a structured process from initial discovery through evaluation and improvement.
I work in the software myself and collaborate with SMEs to understand the workflow, the audience, and the business need, then define measurable learning objectives. If I’m going to teach it, I need to understand how it works.
I create the course structure and wireframe, map content to the objectives, and choose the best approach for each part, including explanation, demonstration, practice, and assessment.
I build the learning objects, videos, interactions, assessments, and hands-on exercises, including sandbox environments and repeatable data when needed. SMEs review for accuracy before launch.
I publish the course, set it up in the LMS, and deliver it to learners, whether that is self-paced, virtual, or live training, along with the communication that gets people into it.
I use learner feedback, assessment results, participation, and other available data to evaluate effectiveness and find opportunities to improve. I also update learning as the product evolves.
Résumé
Nineteen years across Deposco, Stibo Systems, Manhattan Associates, and RIB, building certification programs, eLearning, virtual and on-site training, and the LMS platforms they run on.
Contact
Whether you're hiring, scoping a project, or trying to work out what your customers actually need to learn, send a note and I'll get back to you.