Launching a Learning Platform

One of the defining experiences of my career was supporting the launch and early adoption of Train Your Agents, ICEF's learning platform designed to help education agencies create and deliver their own professional training programmes.

Because the platform was still evolving, my role extended well beyond a traditional client success position. Every implementation generated new insights, every client raised different questions and every onboarding session became an opportunity to improve both the product and the experience surrounding it.

Working closely with the Director of Digital Platforms and colleagues across the Academy team, I contributed to an environment where customer conversations directly informed product development and platform improvements.

Looking back, this project fundamentally changed how I think about digital products. It demonstrated that successful technology is built as much through listening and iteration as it is through technical development.

Launching a new platform is very different from supporting a mature one.

• Processes are still developing.
• Documentation evolves continuously.
• Client expectations vary.
• Questions emerge that nobody has encountered before.

That uncertainty created an environment where flexibility and collaboration became essential.

Rather than following a fixed implementation process, we were continually refining it based on real customer experiences.

My responsibilities combined several disciplines.

I wasn't simply demonstrating software or responding to support requests. Instead, I acted as a bridge between product, learning and customer experience.

My work included:

• Delivering live demonstrations for prospective organisations across multiple international markets.
• Leading onboarding sessions for new clients.
• Supporting organisations as they built learning experiences on the platform.
• Advising clients on instructional design principles and learner experience.
• Gathering structured customer feedback.
• Working closely with the Director of Digital Platforms to help prioritise product improvements.
• Collaborating with internal teams to improve implementation processes.

Because every organisation approached learning differently, every implementation required careful listening, adaptation and problem-solving.

One of the most rewarding aspects of this project was collaborating with organisations across different countries, educational systems and organisational cultures.

Clients came from markets including:

• Switzerland
• United Kingdom
• United States
• New Zealand
• Grenada

I also delivered demonstrations for prospective organisations across countries including Italy, Japan, Canada, Australia and the United States.

Each conversation reinforced the importance of adapting communication to different audiences while keeping the learner experience at the centre of every discussion.

One aspect of the role I particularly enjoyed was working at the intersection of customers and product development.

Every onboarding session, demonstration and support conversation generated valuable insight into how organisations actually used the platform.

Rather than treating feedback as isolated requests, I worked with the Director of Digital Platforms to identify recurring themes, prioritise opportunities for improvement and ensure customer perspectives informed future development.

This experience gave me an appreciation for product thinking that continues to influence my work today.

Good products aren't built solely through technical expertise. They're built by understanding people.

Like many of my roles, this project naturally expanded beyond its original scope.

Alongside client implementation, I also contributed to:

• product testing
• implementation processes
• internal documentation
• learning content
• Knowledge Hub initiatives
• marketing support
• cross-functional collaboration wherever additional capacity was needed

I've always enjoyed stepping into areas where I can contribute beyond my formal responsibilities, particularly when it helps teams move projects forward more effectively.

Through this project I contributed to:

• Supporting the successful launch of Train Your Agents.
• Onboarding organisations across multiple international markets.
• Delivering demonstrations to prospective clients worldwide.
• Helping organisations implement digital learning successfully.
• Providing structured customer insight that informed future product improvements.
• Strengthening collaboration between customer-facing teams and product development.

Perhaps more importantly, the experience reinforced the value of continuous iteration.

Every customer conversation became an opportunity to improve the platform for the next organisation.

Working on Train Your Agents fundamentally changed how I think about digital products.

I learned that implementation is not simply the final stage of development. It is part of development.

Customers rarely experience products exactly as designers imagine them.

Listening carefully, observing patterns and responding thoughtfully are what ultimately transform a good product into a useful one.

That lesson has continued to shape how I approach learning design, stakeholder collaboration and organisational improvement.