Why your Customers Aren't Learning your Product and What it's Costing You
Dr. Christie Vanorsdale, Ed.D, Ms.Ed.
Learning Scientist | L&D Strategist
Bad Learning Design Is Costing You Customers — Here's the Science Behind It
You've updated the onboarding. Rebuilt the knowledge base. Added walkthrough videos, help articles, live training sessions. Your customers still aren't adopting the product the way you need them to.
The instinct is to fix the content. More of it. Better of it. Shorter. More visual. The problem isn't the content.
It's that content was never designed to produce learning in the first place.
Human beings don't retain complex knowledge because they watched a video or completed a walkthrough. Retention requires intentional sequencing, cognitive scaffolding, and an architecture that reduces friction rather than creates it. Most customer onboarding violates every one of those principles — not because the people who built it weren't smart, but because they were never taught what learning science actually says about how knowledge transfers.
This workshop gives founders and leaders the diagnostic framework to identify exactly where their customer education breaks down — and the research-backed principles to fix it. You'll leave with a clear line of sight between learning architecture and the revenue outcomes you actually care about: adoption, retention, and renewal.
Workshop agenda
- 1:00PM EDT
Why Customer Education Fails
The cognitive science behind how humans actually acquire complex knowledge. Why most onboarding is built on assumption rather than evidence. How to recognize a learning problem versus a content proble
- 2:00PM EDT
Diagnosing Your Own Onboarding
Apply a diagnostic framework to your own onboarding. Identify where cognitive load kills adoption and locate the breakdown points costing you renewals
- 3:00PM EDT
Redesigning for Transfer
Three evidence-based principles to rebuild onboarding for real behavior change. Connect your design decisions directly to churn, adoption, and renewal.
What you’ll learn
Learn the science behind knowledge transfer and leave with a diagnostic framework that connects learning architecture to business outcomes.
Most onboarding informs. It rarely transfers. Learn the cognitive science behind why
Stop attributing churn to product fit before ruling out a learning design problem.
Use a diagnostic framework to identify friction points before they cost you renewals.
See your onboarding through your customer's cognitive experience, not your own logic.
These aren't best practices. They're research-backed principles with measurable impact
Leave with concrete changes you can implement in your onboarding before the week is out.
Every design decision either supports or undermines a business outcome. Learn which is which
Build a clear line of sight between how customers learn and the metrics you report on
Learn directly from Christie
Dr. Christie Vanorsdale, Ed.D, Ms.Ed.
Researcher. Practitioner. 15 years translating learning science into results
Who this workshop is for
The Scaling Founder Complex product. Customers churn before reaching value. Onboarding feels broken but there's no framework to diagnose why
The Customer Success Leader Owns onboarding and renewals. Content exists but adoption is flat. Needs a framework and internal buy-in.
The L&D Manager Fixing customer education with no infrastructure or alignment. Knows training theory. Missing the revenue impact language
What's included
Live sessions
Learn directly from Dr. Christie Vanorsdale, Ed.D, Ms.Ed. in a real-time, interactive format.
Lifetime access
Go back to course content and recordings whenever you need to.
Community of peers
Stay accountable and share insights with like-minded professionals.
Certificate of completion
Share your new skills with your employer or on LinkedIn.
Maven Guarantee
Your purchase is backed by the Maven Guarantee.
Free resource
Why Training Fails: Hidden Systems That Sabotage Success
Diagnose the Real Problem Behind Failed Training Initiatives
Participants will be able to identify at least two systemic barriers.
Identify One Hidden Cost of System Problems
Participants will learn to recognize how system issues create measurable waste beyond training costs.
Reframe One Training Request Using Systems Thinking
Transform a training request into a system diagnosis that reveals why training won't work.
Frequently asked questions
$225
USD