Last week, I introduced the SCALE Framework, the blueprint I use to help organizations move from manual firefighting to a repeatable, scalable training infrastructure.
If you missed that overview, you can read it here.
This week, we are diving into the first and arguably the most critical pillar:
S — Segmenting the Customer.
Don’t Reinvent the Wheel: Use the Data You Already Have
Before you can design a solution that drives adoption, you must intimately understand the audience.
The good news?
You don't have to start from scratch.
Often Marketing, Sales, and Customer Success teams have already done a lot of the heavy lifting.
They have spent months (and significant budget) developing personas, identifying pain points, and mapping out the value proposition for each stakeholder.
By leveraging these insights, you can ensure your training doesn't just teach the product, but becomes a revenue driver.
The Training Lens
In healthcare, if you treat every user the same, your engagement will drop and product adoption will stall.
By deep diving into the personas we can design training that resonates with them and shows value.
When I look at these personas from a training lens, I assess:
Customer Profiles: A nurse, a physician, and a biller may all use the same platform, but their definitions of success are worlds apart. So their training must reflect their specific reality.
Workflows: Identify where the product sits in their day? A desk-based administrator needs a different training experience than a clinician who only has a 90-second window between patient consults.
Barriers to Adoption: Why might they say "no"? Hesitation varies by role. One segment might fear a loss of efficiency, while another might worry about data accuracy. Addressing these fears upfront is key.
Expertise Level: You cannot teach a domain expert and a novice the same way. Acknowledge what they already know so you can focus on the unique value your product adds.
The First Step Toward Scale
Understanding these nuances is the foundation of a strategy that actually increases product adoption.
When users feel that a training was built for them, the path to value becomes much shorter.
Next week, we’ll move to "C" — Charting the Journey, and how to map out the path to that "Aha!" moment for each segment.
Let’s Audit Your Strategy
Are you currently sending the same 45-minute training video to every user?
Let’s look at your current personas and find a better way to segment for impact.
Until next time,
Manasi
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