Enterprise Training SaaS

Overview

This project demonstrates the intersection of service design, platform strategy, and technical architecture in scaling enterprise learning experiences while maintaining operational excellence during rapid business growth.

Scope: 22k monthly students, 16 monthly partner trainings, multi-regional delivery

Timeline: 2023 full platform design and implementation

Tools: Service blueprinting, observational research, task analysis, systems mapping

Constraints: Existing business growth momentum, multiple stakeholder coordination, technical integration complexity

The Challenge

AWS Training & Certification had evolved from a single integrated vertical in 2016 to multiple product offerings by 2020, but was constrained by platform limitations and competitive pressures.

The Problem

• Platform Dependencies: Outgrew 3rd party platform capabilities, with the provider being acquired by Google (a direct competitor)
• Competitive Pressure: Being outpaced by competitors like ACloudGuru and Pluralsight with superior product offerings
• Scalability Constraints: 200% YOY business growth with Instructor Led Training as core revenue stream required native platform control
• Operational Inefficiencies: Manual processes across multiple disconnected tools (AWS.Training, Qwiklabs, Smartsheets, content management systems) created friction for instructors and coordinators

My Approach

Discovery: Understanding Multi-Stakeholder Complexity

I conducted comprehensive generative research across three core personas using observational interviews, concierge techniques, task analysis, and service blueprint workshops. The research revealed the intricate relationships between Training Coordinators (managing logistics), Instructors (delivering content), and Students (consuming training), each with distinct needs and pain points.

Key findings revealed 5 critical needs:

1. Streamlined Class Setup - Instructors needed automated batch processing capabilities
2. Enhanced Virtual Support - Remote troubleshooting access to student AWS environments
3. Integrated Tool Ecosystem - Consolidation of 6+ separate tools into unified experience
4. Scalable Provisioning - Automated lab environment management for growing class sizes
5. Real-time Coordination - Better communication flow between coordinators and instructors

Strategy: Service-Oriented Platform Design

The strategy centered on building a comprehensive SaaS platform that would serve as the single source of truth for all instructor-led training operations, enabling AWS to control the entire learning experience.

The approach centered on 3 pillars:

Workflow Automation

• Automated class instance creation and lab provisioning
• Batch processing capabilities for instructor efficiency
• Integrated scheduling and resource management

Technical Integration

• Native AWS sandbox environment access for troubleshooting
• Unified content delivery and materials management
• Real-time class monitoring and analytics

Multi-Stakeholder Experience

• Role-specific interfaces for coordinators, instructors, and students
• Seamless handoffs between pre-class, in-class, and post-class phases
• Centralized communication and feedback systems

Key Deliverables

Comprehensive Service Blueprint

Mapped the entire instructor-led training ecosystem across 4 phases: Setup, Coordinating, Active Class, and After Class, identifying all touchpoints, systems, and user interactions to define scope and prioritization.

Systematic Design System Architecture

Created a comprehensive object-oriented design system by mapping user story components to discrete system objects (Class Instance, Student Roster, Course Template, Lab Session, etc.). Each object contained structured Actions, Content, Metadata, and Nested Objects, providing clear technical specifications for engineering implementation.

Multi-Pattern UI Framework

Analyzed 3 primary AWS interface patterns (expanding tables, detail pages, flyout panels) to determine optimal approaches for different workflow contexts. Selected pattern combinations that balanced information density with task efficiency across Training Coordinator, Instructor, and Student interfaces.

Platform-Wide Virtual Experience

Designed comprehensive end-to-end experiences from course discovery through active instruction delivery. The homepage surfaced popular instructor-led classes for improved discoverability, while class detail pages seamlessly integrated virtual and in-person delivery options - a critical business requirement during the shift to remote learning.

Impact & Results

Quantified Improvements

• Instructor Efficiency: >1 hour saved daily per instructor through automated class setup and batch processing
• Platform Scale: 22,000 monthly classroom enrollments supported with 100k monthly platform traffic
• Business Growth: Sustained 300% YOY certification growth and 16 monthly partner trainings
• Tool Consolidation: 6 separate systems reduced to 1 integrated platform
• User Validation: 75% unassisted task completion rate in final usability testing

Qualitative Outcomes

• Enabled virtual classroom delivery at scale through instructor access to student AWS environments - a competitive advantage that became essential during pandemic transition
• Eliminated dependency on competitor-owned 3rd party platforms, providing AWS complete control over the training experience
• Created seamless multi-device learning experiences supporting flexible classroom configurations
• Established scalable architecture supporting consistent business growth from 210% to 300% YOY certification increases
• Provided responsive lab interfaces enabling both mobile-companion and side-by-side desktop learning scenarios

Key Learnings

Complex Multi-Stakeholder Systems Require Service Design Thinking

The project reinforced the importance of mapping entire service ecosystems rather than focusing on individual user interfaces. The service blueprint became the critical artifact that aligned engineering priorities with business outcomes across multiple personas.

Technical Integration Drives Business Capability

By providing instructors with direct access to student AWS environments, we unlocked the ability to deliver effective virtual training at scale - a crucial business capability that competitors couldn't match and that became essential during the shift to remote learning.

Platform Consolidation Requires Careful Change Management

Successfully consolidating 6 tools into 1 platform required understanding existing workflows deeply and designing migration paths that didn't disrupt ongoing business operations during the 200% growth period.