Lumerit courses

Background

As part of my work for an education startup, we wanted to create an innovative product line that would provide a remote learning experience that integrated with academic accreditation. I hired the first team members, developed the customer service processes, worked with SMEs to deliver the content, oversaw the credit review process, and managed the overall customer experience.

The goal

Create a profitable digital product line in a new product space.

The process

• Produced course videos
• Identified project objectives with executives
• Created initial marketing plan
• Created supporting collateral
• Trained key internal staff and set starting adoption metrics
• Developed customer service processes and trained support staff
• Designed feedback mechanisms for ongoing quantitative and qualitative customer feedback
• Refined tactics rapidly based on what proved effective
• Managed college credit review and accreditation
• Reported regularly to executives on financial performance

We wanted to create an engaging format for a set of high-quality online courses to help college students become more employable upon graduation. As part of the production, I produced the videos, built the marketing plan, trained our staff, hired and managed facilitators, and reported on financials to company executives. Because we needed to have the courses qualify for college credit, I also managed the college credit review process. Along the way, I designed regular pace of qualitative and quantitative research instruments and we used this data to improve the products and continue to refine the customer experience.

The results

In all, we created seven products and generated several hundred thousand dollars in revenue the first year. The next year we grew 40% and continued to exceed net profit targets until I handed it off to the operations team to manage other strategic product design initiatives in the company.

• Product management
• Product design
• User research
• Business development

Connect