The Learning and Development department launched a new Learning Management System (Docebo) within the organization. With implementing the new LMS, learners needed resource materials on how to use the system. Learners had an existing job aid that included step-by-step instructions for using the platform. The challenge was that users could not retain the information and were missing critical steps along the way. These user challenges were causing an increase of help tickets and pulling away resources to troubleshoot instead of assisting other customers. I decided that something needed to be done to improve the customer experience. My design plan included a knowledge article house in Redfin’s intranet—the knowledge article would include system tutorial videos to guide the learners through the platform. I wrote the knowledge article with introductory text explaining each section of the platform. Within the knowledge article, I designed videos to guide the customers through how to use each aspect of Docebo. For the videos, I wrote the scripts, recorded each screen within the system, sourced all the visual and audio elements, and developed all the post-editing components of each video. At the end of a 90-day cycle, the Learning and Development department saw a 30% reduction in help tickets associated with the new Learning Management System learning content.