From Scattered Knowledge to Clear Learning: Building Moduon University

Service Design

Learning Experience

Process Design

Context

When learning fails, support becomes the training system

Moduon implements ERP (Enterprise Resource Planning) systems for other organizations. As their clients adopted new workflows and tools, learning how to use the system became one of the biggest challenges after implementation.

Many users struggled to retain knowledge from training sessions and quickly forgot how to perform everyday tasks. As a result, the support team became the default learning channel.

At the same time, different team members began recording video tutorials independently to answer recurring questions. Without shared structure and clear criteria, the growing library created confusion.

My role

Service & Experience Design

Content Strategy

Process Design

Team Coordination

Co-creation

Facilitation

Goals

Business:
Reduce repetitive support requests by enabling effective self-service learning.

Users:
Provide a simple, accessible space to learn the new software at their own pace.

Team:
Create clear, consistent and easy-to-produce video tutorials.

Approach

We structured the project into two complementary phases:

Phase 1 — Enable the team
Help the internal team create useful, and coherent video tutorials through shared guidelines and workflows.

Phase 2 — Enable clients
Design a learning hub that transforms scattered knowledge into a structured, engaging journey learning experience.

Phase 1 — Internal Guidelines to Create Clear and Useful Video Tutorials for Clients

After analyzing existing videos, I kicked off Design Thinking workshops with the support team and conducted user interviews to understand pain points from both perspectives.

Key Insights

Many videos were too long, unclear, and visually inconsistent.
Support specialists with deep knowledge often used internal terminology and over-explained concepts instead of speaking the users’ language.
Not every user question required a video response — there was no clear criteria for choosing the right format.
Inconsistent naming and organization made videos difficult to find.
Loom’s (video recording tool) internal search limitations made folder structure and naming conventions critical.

Actions & Deliverables

I organized the identified problems into thematic clusters and facilitated collaborative workshops to explore solutions. Team members actively participated in co-creating improvements, becoming contributors rather than recipients of a new process.

Before designing the new system, I recorded several tutorial videos myself to experience the process from the support team’s perspective and better understand their daily constraints.

I designed and implemented “How to Create Clear and Useful Videos for Clients”, a standardized system to help the Moduon team consistently produce tutorial and support videos.

The system included:

Purpose and value of tutorial videos
Criteria to decide when a video adds value vs. when written support is more effective
Video types based on user profiles and learning needs
Naming conventions for easy findability
Visual and tone consistency (format, voice, length, language)
Reusable script templates and step-by-step guides
Quick checklists to streamline team workflows
User feedback collection through surveys

After introducing the guidelines and training the team, we iterated the framework together based on real use and feedback from both the team and clients.

Impact

Average video completion rate reached 87% across 82 users
Video duplication decreased
Overall clarity and quality improved
A shared production system that enabled anyone on the team to create consistent tutorials efficiently.

My Key Learnings

Co-creation significantly increases team adoption and motivation.
The team retains habits more easily in small doses and learning is more effective when introduced gradually (two new principles per week).
Content guidelines need to be flexible enough for each team member to adapt them to their own way of working.

Phase 2 — Moduon University: Building the MVP of a Client Learning System

With internal guidelines in place, the next step was to turn knowledge into a structured, intuitive learning experience for clients. I started with desk research on learning systems and ran face-to-face user interviews to understand how clients actually learn.

Key Insights

Users had different levels of ERP knowledge, ranging from beginners to experienced users who were still learning advanced workflows.
Users preferred short articles supported by videos rather than video-only tutorials.
Practical exercises helped users understand concepts faster.
Too much content at once created a sense of overwhelm.
A flexible and intuitive structure was essential, allowing users to easily find previously viewed videos.

Actions

We analyzed frequent client questions and prioritized content.
We defined the must-haves for the MVP version of learning space and chose Outline, the knowledge tool already used by Moduon. Its simplicity and ease of sharing and updating allowed us to launch quickly and test with users before investing in a full platform.
We structured content into First Steps, General Concepts, and App-specific tutorials to support users at different levels of knowledge.
I supervised content creation, coordinated multiple team members, and ensured structure, flexibility and focus on what the users needed.
We iterated the content based on real user behavior and feedback to ensure content remains relevant and useful.

Deliverables

Moduon University: A single, structured learning space combining articles and short videos, helping clients learn Odoo ERP step by step.
Guidelines for flexible content creation: Allowing the team to maintain consistency while adapting to new topics.

Impact

Support requests decreased as users could find answers on their own.
Clients gained autonomy and reduced frustration.
The content works not only as a learning resource but also as a scalable product for future expansion.

Key Learnings

When designing the system, we needed to allow support specialists to include their expertise and examples, while keeping videos and articles concise and easy for clients to understand. This balance between flexibility for creators and clarity for users was key to effective learning.
Consistency across contributors sometimes requires individual training, as team members interpret guidelines differently.

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