As the Product Owner for Item Academy, I led the end-to-end development of an internal learning and training platform designed to educate employees, customers, and partners on how to use our software ecosystem effectively. The platform delivers structured, role-based learning to improve product adoption, reduce onboarding time, and ensure operational consistency across teams.

Key Contributions & Responsibilities

• Developed a role-based learning system that automatically assigns training modules based on user roles (e.g., Warehouse Operators, Admins, Support Agents, Managers).
  
  
  • Example: Warehouse workers receive a tailored WMS curriculum covering picking, receiving, outbound processes, inventory workflows, and scanning procedures.
    
    
• Built a multi-tier course structure including:
  
  
  • Video lessons
    
    
  • Interactive walkthroughs
    
    
  • Quizzes
    
    
  • Level progression
    
    
  • Module completion tracking
    
    
• Implemented gamification and certification features, including:
  
  
  • Badges for course completion
    
    
  • Achievement levels
    
    
  • Certificates upon passing quizzes and exams
    
    
  • User progress dashboards
    
    
• Created structured learning paths for:
  
  
  • New hires (employee onboarding)
    
    
  • Customer onboarding & adoption
    
    
  • Advanced technical user training
    
    
  • Feature-specific or release-specific updates
    
    
• Improved product adoption and reduced support volume by empowering users to self-educate, eliminating repetitive training calls and reducing onboarding friction.
  
  
• Collaborated with Design, Engineering, and Customer Success to build an intuitive UI and scalable content architecture, ensuring accuracy of lessons and alignment with real workflows in the system.
  
  
• Managed full lifecycle including requirements, UX, prototyping (Figma + AI-assisted tools), Jira user stories, QA testing, UAT, and launch.
  
  

Impact

• Reduced onboarding time for new employees and customers by 30–50%
  
  
• Increased product adoption and accuracy of workflow execution
  
  
• Minimized training-related support tickets and escalations
  
  
• Standardized system knowledge across all teams