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Create Trainings for SaaS

The article introduces the training model and best practices I follow for creating SaaS Trainings

Curriculum design and development for SaaS applications demands a different approach because of its unique features:

  • Time-bound: It is constantly evolving and requiring regular updates to keep up with latest product or feature updates.

  • Enablement-focused: Learning goals are measurable.

  • Can't be taught in a silo: Requires learners to understand a bigger picture of how each feature fits into the big jigsaw puzzle. It has the domino effect.

  • Role-specific: Need to consider role-specific competencies. Each role has different learning goals.

Top-Level Steps

Step 1: Gain in-depth product knowledge

Step 2: Map out learning paths

Step 3: Choose the best modality - use blended model

Step 4: Develop the course


Step 1: Gain in-depth product knowledge

Task 1: Learn product knowledge before meeting SMEs

Places to look at:

  • Support & Help Documentation (Gain high-level understanding of the product)

  • Product Videos, Sales Presentations, and Webinars

  • Customer Community & Forums (Pay attention to popular topics, customer queries and discussions)

Task 2: Prepare effective interview with SMEs


  1. Get answers at one go if possible

  2. Gain trust

  3. Reveal level of interest

Areas to get answers from:

  1. SME background

  2. Project objectives

  3. Learning objectives

  4. Learning context

  5. Needs analysis

  6. Learner demographic info

  7. Learner prior knowledge

  8. Configuration with internal processes

  9. Role-specific knowledge and skills

  10. Scope of the course or curriculum

  11. Fundamentals for the course

  12. Advanced specialization for the course

Need to keep in mind SME's challenges

  • May feel it’s not their job

  • May want to develop training themselves since they know more

  • Leads to lack of motivation to support course development

  • Potentially get Inappropriate questions from the ID

  • Lack of monetary incentive

Step 2: Map out learning paths

Task 1: Conduct task analysis based on different roles



Tasks list

Learning objectives

Task 2: Outline course for different roles (add to the previous table)


Course name




Step 3: Choose the best modality - use blended model

Task 1: Decide on percentages of different types of courses

  • New Features (15% - 20%)

  • Best Practice (15% - 20%)

  • General Product (60% - 70%)

Task 2: Decide on ratio of fundamental knowledge and advanced knowledge

Think about these questions:

  • What your learners need?

  • Which type of courses do learners much enroll for?

  • How much time ID team need to develop and maintain the type of course?

  • Number of people on the ID team and how much time can each individual devote to?

Task 3: Implement a blended model

  • Combines classroom-delivered & Online self-paces

  • Offer opportunities for interaction in physical or virtual classroom for scalability

  • Allows to use asset like podcasts or community forums

Task 4: Structure each learning path

Structure learning path based on these content categories:

  • Facts: specific piece of information

  • Concepts: Items that share common features

  • Processes: Description of workflow

  • Procedures: Series of steps to complete a task

  • Principles: Rule regarding a situation

A best practice example to follow:

  1. Start with a video that introduce the basic concepts

  2. Attend a classroom session

  3. Discuss a process

  4. Demonstrates related procedures

  5. Consume short videos to update knowledge & skills

  6. Participant in discussion forums and online communities

Task 5: Select learning form to each learning path

  • ILT

  • VILT

  • WBT

  • Microlearning

  • Supporting resources

  • Social learning platform

  • LMS

Task 6: Have SMEs sign off the complete training plan with learning paths and modalities

Step 4: Develop the course

Task 1: Create a curriculum pipeline

  • Use it as a roadmap for current and future courses on a shared document or wiki page.

  • Share it during daily and weekly check-in meetings

Task 2: Create a template to ensure consistency in style and adhere quality standards

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