TeleVox Video Library Case Study
Video-led support for healthcare platform adoption

Responsibilities: Instructional Design, Video Training Development, eLearning Production, SME Collaboration
Target Audience: Healthcare omnichannel platform clients
Tools Used: ChatGPT, Murf.ai, Camtasia, Vyond, Vimeo, SharePoint
Non-Disclosure Agreement: All graphics are representative only


Overview
Supporting healthcare clients through a major platform migration with scalable, on-demand video training.

I created a client-facing video training library to support adoption during a major healthcare platform migration. Short, task-based tutorials helped users navigate new self-service workflows, reduce reliance on live training, and access support at the moment of need.

The library also gave trainers and client-facing teams a reusable resource for onboarding, follow-up, and ongoing client support.

Problem
Clients were transitioning from a legacy, agent-supported platform experience into newer self-service healthcare communication tools.

Live training alone could not scale to support a large client base. Users needed clear, accessible help for common platform tasks, while internal teams needed reusable resources that could reduce repeated explanations and support a smoother migration experience.


Solution
Developed a client-facing video training library organized around practical platform tasks and common user workflows.

The training approach focused on:

  • Short, task-based tutorials

  • Clear narration and screen guidance

  • Consistent visual structure across videos

  • Reusable resources for onboarding and ongoing support

  • Easy access for clients and trainers during adoption

The video library helped make the platform migration feel more manageable by giving users support they could revisit as needed.

Scalable Support for Platform Migration
Representative graphic showing how on-demand video supported platform migration and client adoption. Proprietary platform details have been removed.

Design and Development Process

Structured product knowledge into clear, usable video training

I partnered with product managers, SMEs, and client-facing teams to identify the platform tasks clients needed most during the migration. From there, I translated product workflows into concise scripts, screen sequences, and short video tutorials that could support both onboarding and ongoing self-service use.

  • The development process included:

    • Identifying high-priority user workflows with product and training stakeholders

    • Translating complex platform steps into clear, task-based video scripts

    • Creating visual screen guidance, callouts, and narration to support learner understanding

    • Producing videos in Camtasia and Vyond with a consistent structure and style

    • Using AI-assisted scripting and narration workflows to speed production while maintaining clarity

    • Coordinating review cycles so videos stayed aligned with product updates and client needs

    This process helped turn a large platform migration into a more manageable learning experience, giving users practical support they could access when they needed it.

Final Development
Once the core tutorial structure was established, development focused on creating a consistent and scalable video experience across the training library.

Each video was built to support a specific client task or workflow, with clear narration, focused screen guidance, and visual pacing that helped users follow the steps without feeling overwhelmed. I also worked through review and revision cycles with SMEs and product stakeholders to ensure the videos remained accurate as platform workflows evolved.

The final library gave clients an on-demand support resource they could return to during onboarding, daily use, and post-migration adoption.

Takeaways
This project showed the value of creating scalable learning resources during a major platform migration.

By turning repeated training needs into short, reusable videos, the library helped support client adoption while giving trainers and client-facing teams a more sustainable way to reinforce learning. It also strengthened my experience working in a product-adjacent environment, where training needed to stay aligned with platform changes, user workflows, and real client support needs.