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CUSTOMER EDUCATION MANAGER
Mo transforms new customers into power users at scale and helps companies create training that becomes a competitive advantage.
Mo transforms new customers into power users at scale and helps companies create training that becomes a competitive advantage.
Training that turns "lightbulb moments" into lasting skills, customer success, and business outcomes
Training that turns "lightbulb moments" into lasting skills, customer success, and business outcomes
Mo's performance-driven, evidence-based, and action-first training makes learning stick in ways that are engaging, impactful, and memorable. Drawing on his background in teaching, graphic design, user experience, and psychology, I design custom, blended training solutions that boost learner performance. Mo takes a strategic approach to empower customers with the knowledge and skills they need to succeed with a product or service, ultimately leading to increased product adoption, engagement, and retention.
Work Samples
Work Samples
🏢 COMPANY
UserZoom
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📄 SUMMARY
UserZoom Academy (now UserTesting University) trains UX and product professionals who are NOT researchers, sich as designers and PMs on the UserZoom platform via courses and certifications. Business goals include reducing churn and boosting adoption; training goals focus on learner confidence, research quality, and faster application. Research evaluates Kirkpatrick Levels 1 & 2 — learner reaction and learning.
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🔎 AREAS OF FOCUS
training needs analysis (TNA), rubric writing, site audit, badges, credentials, certifications, and gamification, and course feedback form design
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☑️ RESULTS
Business and Company
Increased user adoption of the platform and its features
Increased the ammount of users who are self-reliant and self-directed when it comes to UX research by 12%
Reduced the reliance on expensive Research Partners by 7%
Training
Increased learner confidence in applying key UX methods on the job by 28%
Increased the efficacy and usability of the Academy by improving over 80 UX issues
🏢 COMPANY
Hearsay Social (now known as Hearsay Systems)
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📄 SUMMARY
This video provides an overview of Social Signals, a feature set designed for salespeople in the financial services and insurance industries to help maintain client relationships, stay top-of-mind, and identify opportune moments to sell products.
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🔎 AREAS OF FOCUS
webinars, onboarding, walkthroughts, ILT
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☑️ RESULTS
Increased user adoption from beta to official launch 15%
Decreased the learning curve and time to first value from 2 weeks to 1 day
🏢 COMPANY
Illnios Institute of Technology - Institute of Design (IIT ID)
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📄 SUMMARY
This document serves as the primary means of self-directed asynchrous onboarding training for the Alumni Network of IIT ID.
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🔎 AREAS OF FOCUS
software documentation
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☑️ RESULTS
Increased user adoption and engagement by 10%
Decreased user time to first value from 3 weeks to 3-5 days
Other Areas of Mo's Past Work (ask Mo about it):
Other Areas of Mo's Past Work (ask Mo about it):
Documentation (knowledge bases, help centers, developer documentation) [UserTesting]
Instructor-led Training (in classroom or virtual) [The Flatiron School]
Self-paced Training (eLearning or videos) [UserZoom]
Academies (universities or learning centers) [UserZoom]
Certifications (assessments) [UserZoom]
Communities (online learning forums, or in-person meetups) [IIT ID]
In-Product Education (IPE) [Hearsay Social and Salesforce]
PAST CLIENTS AND EMPLOYERS
Testimonials
Testimonials
Mo has the true soul of a learning experience design professional, neither content to stop at a surface-level evaluation or just solve for low hanging fruit. He pursues the vision of a better product or process with tenacity and most importantly, is a kind caring person.
Douglas Bantz
Creative Director & Lead Instructor at The Flatiron School
I rarely come across real talents who stand out like Mo. Mo’s attention to detail and thoughtfulness was unlike any I’ve seen before and made a dramatic increase in the quality of workshops we conducted as well as the thought leadership we published for our organization internally. No matter how tense a project or meeting, Mo made sure everyone left with a smile.
Dujon C. Smith
Principal at Accenture Ventures
Working with Mo was wonderful. Mo has the ability to quickly adapt to changing project constraints all while maintaining a collaborative team environment. Working with him was a great experience.
Andrew Russell
Design Researcher at Sylver Consulting
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