ENTERPRISE PRODUCT EXPERIENCE · USER ADOPTION · ADOBE
Reimagining learn and support to improve product adoption
Designed an integrated Learn & Support ecosystem that connected in-app guidance, tutorials, and troubleshooting into a unified user journey
Context
Adobe’s legacy creative products lacked cohesive in-app learning and support experiences for new users. Help resources existed across documentation and external platforms, but users struggled to discover relevant guidance during critical moments of product use.
This project focused on rethinking how learning, troubleshooting, and support could work as part of the product experience rather than separate destinations.
Design Challenge
How might we integrate learning and support directly into the product experience so users can successfully get started and resolve issues without leaving their workflow.
Impact
36% decrease in negative user sentiment
42% increase in in-app tutorial and documentation usage
21% increase in new user adoption
25% reduction in support calls related to common issues
Explore the detailed case study
The full case study outlines research insights, design decisions, iterations, and the final Learn & Support experience redesign.
Problem statement
Users frequently left the product to search for answers related to onboarding, workflows, and performance issues. Existing documentation did not align with how users searched for help or completed tasks. The disconnect between product usage and support discovery increased frustration and reliance on customer support.
The goal was to design a support experience that met users at moments of need and guided them toward successful product adoption.
My role
Led content design for restructuring the Learn & Support experience across After Effects surfaces. I translated behavioral research into scalable information architecture, defined user-aligned terminology, and designed guidance patterns that connected onboarding, troubleshooting, and learning workflows.