Short answer
Customer education creates learning experiences that help customers use relevant capabilities correctly and independently. Assess learning design, delivery, accessibility, and revision from evidence, not learner attendance or product usage alone.
About Customer education
Identifies a customer learning need, creates or delivers instruction and practice for the relevant workflow, checks understanding, and revises the experience using learner evidence.
Use this competency for
- Roles that design, deliver, or maintain customer learning experiences.
- Functions accountable for helping customers perform workflows independently.
Do not use this competency for
- Roles that explain features informally but do not own a defined learning experience or its revision.
Important distinctions
Customer onboarding
Onboarding coordinates a time-bound journey with setup and handoffs. Customer education designs learning that can be used during onboarding or later.
Adoption management
Adoption management diagnoses meaningful-use gaps and coordinates responses. Customer education builds or delivers the learning response when knowledge or practice is the barrier.
Expectations by level
IC1
IC1
Delivers or updates assigned learning material from established objectives, checks basic understanding, and records learner questions or content gaps.
Observable behaviors
- Follows the stated learning objective and approved workflow.
- Uses an established check for learner understanding or practice.
- Records recurring questions and identifies where material needs review.
Examples
- Updates a screenshot after confirming the documented workflow changed.
- Records where learners repeatedly miss a step during guided practice.
IC2
IC2
Designs and delivers standard learning experiences independently, matching objectives, format, practice, and assessment to a defined customer workflow.
Observable behaviors
- Defines what a learner should be able to do after the experience.
- Selects examples and practice that match the intended workflow and audience context.
- Uses learner evidence to revise sequence, explanation, or practice.
Examples
- Replaces a feature tour with a task-based exercise for the target workflow.
- Shortens an explanation after practice evidence shows the earlier step causes confusion.
IC3
IC3
Creates scalable education approaches across audiences and channels, sets learning design standards, and improves the program using evidence and content governance.
Observable behaviors
- Defines reusable learning paths for distinct audience needs without duplicating unnecessary content.
- Sets standards for objectives, accessibility, practice, assessment, and maintenance.
- Uses evidence across experiences to prioritize program or content changes.
Examples
- Creates a shared core module with separate practice for administrators and end users.
- Introduces a review cadence after several materials remain outdated across channels.