Chapter 04
Focused Strategy
Using the Education Priority Roadmap
You've now got a lot of raw data around your current state. And this is where we get to the exciting part: turning all of your insights into a real plan. This is where the Education Priority Roadmap is useful. It helps you align all data by looking for overlapping themes:
These overlaps reveal your top priorities for your CEd program - which trade-offs to make and where to focus first in your customer education strategy.
4.1 Building Your Education Priority Roadmap
What you're creating: A prioritized plan that aligns customer pain points, product usage gaps, and business objectives.
Let's explore what building the roadmap would look like in a real-world scenario:
Example 1: Analytics Platform
| Product Usage Shows | Customer Goals Show | Business Goals Show |
|---|---|---|
| New users log in frequently at first. | They want immediate, digestible dashboards. | Increase feature adoption – Specifically the advanced analytics module. |
| Complex analytics modules are barely used. | They want to skip time-consuming, manual report creation. | Reduce support costs – Too many "how do I do this?" questions. |
| Most usage is by single individuals rather than larger teams. | Collaboration or user permissions are confusing. | Improve retention – Renewals hinge on proving the platform's ongoing value. |
| Users frequently ask for help generating or interpreting reports. | Executives want clear metrics to justify analytics investments and prove ROI. |
Finding Education Priorities
1. Identify Overlaps: Look for overlapping signals that point to specific education gaps. In the example scenario of the Analytics Platform, we can observe:
2. Define Education Priorities: Based on these overlaps, the CEd initiatives might focus on:
Use this Education Priorities Roadmap Template for your own product or scenario to map out your customer education priorities.
Starting Small, Thinking Big
Remember: You don't need to tackle everything at once. Start with one initiative that will yield the biggest impact, but plan for growth:
🕵️ In the next section, we'll explore what content types that best serve your education priorities, and how you can distribute them.
A good starting point is to collect common customer questions from support tickets and to build a help centre or knowledge base to address those questions. This helps you validate and demonstrate the impact of a CEd team and build a foundation for more comprehensive programs.
Roberto Aiello
Sr. Learning Experience Designer, Personio
