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White Brick Wall

Scaling New Hire Onboarding Through Continuous Improvement

Overview

Following the launch of a multi-week onboarding program supporting 15+ segment-specific learning paths and more than 40–60 learning assets, staffing transitions left only two instructional designers responsible for maintaining and improving the program. I assumed primary responsibility for the sales onboarding experience, continuously optimizing learning paths, resolving technical issues, integrating performance support resources, and implementing iterative improvements based on learner and facilitator feedback. These efforts improved learner usability, maintained program continuity, and established a sustainable process for ongoing onboarding enhancements.

The Challenge

The onboarding program was developed by multiple contractors working independently, resulting in:

  • Inconsistent course quality

  • Disconnected learning experiences

  • Heavy content loads in certain weeks

  • Sequencing challenges due to the new program structure

  • Ongoing learner feedback requiring frequent updates

Shortly after launch, staffing transitions left limited support resources to maintain and improve the program. As one of the remaining instructional designers, I became responsible for addressing learner issues, updating training content, and supporting ongoing onboarding needs.

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The Solution

To improve learner experience and sustain program quality during a period of rapid growth, I implemented a structured continuous improvement process focused on three key areas: optimizing learning path sequencing, integrating performance support resources, and establishing a repeatable approach to issue tracking and program refinement. Together, these initiatives improved learner usability, streamlined onboarding operations, and supported long-term program sustainability.

Component 1: Learning Sequence Optimization Across Multiple Paths

As learner feedback and facilitator observations revealed content overload and sequencing challenges, I refined course placement across multiple onboarding paths to improve learner comprehension and reduce cognitive overload.

Because updates often affected multiple segment-specific learning paths, sequencing adjustments often required coordinated updates across multiple paths to maintain alignment while accommodating segment-specific needs.

Actions included:

  • Moving courses between onboarding weeks to balance content volume

  • Splitting large courses into smaller modules to improve learner focus and retention

  • Adjusting sequencing across segment-specific paths to support role-based learning needs

  • Maintaining consistent foundational content during the first week while customizing later sequencing for segment requirements

  • Updating sequencing documentation to ensure consistent implementation across all learning paths

These refinements improved the logical flow of training materials and reduced learner fatigue during high-content weeks. The adjustments also improved learner pacing consistency across multiple onboarding paths.

Component 2: Performance Support Integration Through Spekit

To reinforce learning and support learner independence, I developed performance support materials aligned to key training topics and integrated them into Spekit for easy reference.

These materials provided learners with just-in-time access to critical information, reducing reliance on facilitators and improving knowledge retention across onboarding paths.

Actions included:

  • Creating targeted job aids aligned to core training topics frequently referenced by learners and facilitators

  • Publishing reference materials into Spekit to provide searchable support resources

  • Aligning performance support materials to frequently referenced procedures and tools

  • Updating Spekit resources as training content evolved

These improvements enabled learners to revisit important information independently and reduced repeated clarification requests during onboarding sessions.

Component 3: Continuous Multi-Path Stabilization and Issue Resolution

To support continuous improvement across onboarding paths, I implemented a structured process for tracking, resolving, and validating program updates across multiple segment-specific learning paths. Because onboarding content required frequent revisions, maintaining visibility into recurring issues was essential for long-term program stability.

I used a monthly Excel-based tracking system to document ongoing issues, monitor recurring challenges, and prioritize updates across multiple onboarding paths, enabling better visibility into patterns requiring long-term solutions.

Actions included:

  • Logging technical issues, sequencing challenges, and learner feedback within a structured Excel tracking system

  • Reviewing recurring issues to identify patterns requiring long-term fixes

  • Participating in weekly issue-review meetings to address ongoing program challenges

  • Responding to urgent facilitator requests requiring immediate resolution

  • Testing updated content to confirm functionality before release

  • Scheduling non-urgent improvements for future version updates

These actions created a structured improvement cycle that supported reliable program delivery across all onboarding paths. Because updates frequently affected multiple segment-specific learning paths, improvements were applied across multiple paths simultaneously to maintain consistency and reduce duplicated effort.

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The following onboarding cycle illustrates the structured process used to maintain continuous improvements to the New Hire Onboarding program.

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Results & Impact

Learner Experience

  • Reduced learner confusion by redistributing content across weeks and optimizing course sequencing to balance cognitive load

  • Decreased repetitive learner questions through the development of targeted performance support resources in Spekit

  • Improved learner feedback trends over time, with fewer reported navigation and usability concerns

  • Improved learner confidence and onboarding readiness through consistent refinements and usability enhancements

Program Operations

  • Reduced technical disruptions by identifying and resolving recurring content issues across multiple learning paths

  • Increased efficiency by applying improvements across multiple segment paths, reducing redundant troubleshooting efforts

  • Enabled facilitators to conduct sessions more smoothly through timely issue resolution and improved training flow

Long-Term Sustainability

  • Stabilized 15+ segment-specific onboarding learning paths, ensuring consistent delivery across both six-week and shorter two-week learning experiences

  • Strengthened program sustainability through structured issue tracking and continuous improvement practices

  • Maintained onboarding continuity during staffing transitions while supporting ongoing program growth

 

These improvements established a sustainable framework for ongoing onboarding refinement and long-term program stability.

Technologies Used

  • Workday Learning

  • Spekit

  • Excel

 

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