Kojo
Kojo partnered with us to replace outdated e-learning courses with a Zendesk-based onboarding experience. In under two months, we migrated content, streamlined courses, and delivered role-focused, video-rich onboarding that was easier to maintain and well received by both the customer support team and users.
What We Did
Instructional Design
Video Creation
Customer Enablement
About the client
Founded in 2018, Kojo is a construction tech start-up with a mission to make it faster, easier, and more sustainable to build the world around us.
Their material procurement platform centralizes purchasing for field, office, and warehouse teams, helping contractors work more efficiently, reduce waste, and control spend throughout every project’s lifespan.
Streamling Onboarding
Goals
For SaaS providers like Kojo, quick and efficient onboarding is critical. To support this, they launched Kojo Academy, a collection of e-learning courses built in WorkRamp. But as a fast-moving startup, keeping those courses in sync with an evolving product and separate Zendesk articles became difficult, and usage lagged behind expectations. With a WorkRamp renewal looming, the customer success team looked to consolidate onboarding and support content in Zendesk and reallocate that money elsewhere.
Kojo partnered with us to design and implement a Zendesk-based solution that unified support materials, refreshed onboarding content, and made it easier to maintain over time—all within two months, before the WorkRamp renewal date.
Deepening our understanding
Discovery
To design the right solution for Kojo, we focused on three key questions:
What onboarding experiences does Zendesk support, and which best fit Kojo’s needs?
Who are Kojo’s users, and what do they need from onboarding?
What existing content should be kept, revised, or removed?
A technical review showed that building something like the existing SCORM courses would require ongoing custom development and might break with every future platform update. Instead, we recommended article-based collections with embedded video and custom HTML “Next” buttons to create a guided, course-like experience.
Conversations with Kojo’s customer success team clarified that new users need fast, practical onboarding to do their jobs—not badges or extended learning. To that end, we audited each of the existing courses and worked closely with the customer success team to determine exactly what each user role needed to get started doing their job.
hands-on learning
Course Creation
After defining technical requirements and curriculum, we outlined each course to determine where video added value and where text or screenshots were sufficient. We streamlined the courses to include only essential information, opening each with a video showing how to use Kojo’s support desk and AI chatbot for quick help with issues not included in the course.
Working in a tight feedback loop with the Kojo team, we delivered the project in phases to maintain momentum. In just under two months we:
Created reusable video templates with branded intro/outro clips
Produced 20+ task-based videos using Camtasia screen recordings
Wrote scripts and recorded professional-sounding voiceovers with Audiate AI
Developed custom HTML navigation buttons in Kojo’s brand colors and fonts
Built 5 complete courses in Zendesk and thoroughly tested them across laptops, tablets, and phones
A better onboarding experience
Results
The result is a new, video-based onboarding experience that gets new Kojo users up and running as quickly and painlessly as possible. Not only did we identify and deliver a solution for Kojo’s onboarding courses within two months, but the courses were also well received by both the customer success team and new users.
The success of this project has led to additional support work, including updating articles, creating more video content, and enhancing Kojo’s self-service options.
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Maddie Arthur
Senior Manager, Implementation Services
Kojo
