Building SayIt University:
A Customer & Partner Certification Program
Learning Strategy | LMS Implementation | Curriculum Design | Certification | Multimedia Learning
This case study reflects the program structure and design approach I led; original LMS screenshots and course artifacts are no longer available.
The Challenge
As nVoq’s products and customer base grew, training needed to become more structured, scalable, and easier to manage.
Different customers used the software in different ways, and some required learning that was specific to their workflows, configurations, or responsibilities. A single, one-size-fits-all curriculum would not have worked well. At the same time, nVoq needed a more scalable approach than relying primarily on instructor-led training, handouts, and individually delivered resources. The goal was to create a learning environment that could support shared product education, customer-specific training, partner enablement, assessment, and certification within a single system.
My Role & Approach
I led the development of the program from both the learning-design and technology sides.
I evaluated learning management systems based on the structure of the program I wanted to build, not just on administrative features.
I selected and implemented Absorb LMS in part because it allowed me to control course visibility and make customer-specific learning available only to the audiences who needed it.
From there, I designed the learning structure that became SayIt University, including curricula, courses, multimedia learning, assessments, certification requirements, and supporting resources.
Designing for Different Customer Needs
Customer education needed to balance consistency with flexibility. Some content applied broadly across customers, while other learning needed to reflect a particular organization’s workflows or implementation.
Absorb allowed me to maintain shared learning for common product knowledge while also creating targeted courses that were visible only to specific customers. This helped keep the learning experience relevant and prevented users from having to sort through training that did not apply to them.
Building the Learning Experience
SayIt University combined multiple forms of learning and performance support, including:
Role-based learning paths
Self-paced online courses
Narrated product demonstrations
Training videos and tutorials
Administrator and technical instruction
Knowledge checks
Formal assessments
Completion requirements
Certification
Supporting documentation and reference materials
LMS reporting and learner-progress tracking
The goal was not simply to make training available, but to create a structured learning experience that helped customers and partners build product knowledge and demonstrate proficiency.
Supporting Customers and Technical Partners
SayIt University supported multiple audiences, including customers, administrators, and Independent Software Vendor partners. Partner learning often required a deeper level of technical detail, including enterprise administration, backend configuration, integrations, and API-related concepts. I created structured partner learning and proficiency requirements to help prepare partners to implement and support nVoq solutions effectively.
Connecting Learning, Technology, and Program Design
One of the most important parts of the project was the connection between learning strategy and platform design. The LMS was not simply a place to upload courses. Its capabilities shaped how learning could be organized, segmented, assigned, tracked, and maintained. By selecting a platform that supported targeted course visibility, I was able to build a learning architecture that combined shared curricula with customer-specific experiences while keeping the overall system manageable.
Evolving the Learning Ecosystem
SayIt University was part of a broader evolution in how nVoq delivered customer education. Training moved from primarily instructor-led delivery and handouts into structured online learning, certification, and self-service resources. As the support environment matured, some end-user learning later moved into Document360 so training, quick-start resources, technical documentation, FAQs, and product support could be presented together in a more integrated self-service experience.
What This Project Demonstrates
This project demonstrates my ability to build a learning program from the ground up by connecting:
Learning strategy
Curriculum and learning-path design
LMS evaluation and implementation
Audience segmentation
Customer-specific learning
Multimedia production
Assessment and certification
Partner enablement
Learning-system administration
Ongoing program evolution
It also reflects an approach I use throughout my work: choosing technology based on the learning experience it needs to support, rather than forcing learning into the limitations of a tool.