Читать книгу The Customer Education Playbook - Daniel Quick - Страница 16

Next up in the customer education portfolio is in-product education (IPE). One of the most effective ways you can teach your customer is in context of the task they're performing. Rather than ask a customer to leave your product to learn about something, why not teach them just in time, when they're actually using it? Conventionally, IPE is focused on performance support, guiding customers to perform a specific task. This is more akin to a knowledge base program rather than deep learning and encouraging longer, more sustainable behavioral change.

However, more and more companies are discovering the impact of offering deeper learning experiences within the product, such as videos and interactive quizzes or activities. In fact, in many cases we've started to see the idea of an academy and IPE slowly converging, where fully fledged academies are popping up from within the product itself, and customers can access all the learning in-product.

How to Build and Staff Your In-Product Education It's vital to build and staff your IPE. You'll want a digital adoption platform (DAP) like WalkMe or Pendo. You can build your own IPE, or you can use a tool like Thought Industries that surfaces content from within your product. While your instructional designers can support creating these experiences, you'll want to make sure that someone on your team works closely with the product to create super-engaging, concise learning experiences that fit the bill.