We solved the initial onboarding. Now we're designing what comes after — in two sessions. This is Workshop 1, focused on the educator experience. Workshop 2 will focus on the learner.
~30 min to complete
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Workshop 1 of 2 — Educator Focus
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What's this all about
Ongoing Onboarding — Workshop 1 of 2
The initial onboarding workshop tackled getting customers to meaningful use within 14 days. These two workshops tackle what comes after. Workshop 1 (this session) focuses on the educator experience — how educators discover, build, and grow their platform use independently over time. Workshop 2 will focus on the learner experience — how learners self-onboard and engage without educator hand-holding every time.
~0
Current ongoing onboarding
Once initial onboarding ends, customers are largely on their own. No structured path. No prompts to grow. Just access.
W1
This workshop — Educator
Designing how educators grow their platform use independently over time — finding, building, and expanding without CS involvement.
W2
Next workshop — Learner
Workshop 2 will focus on the learner experience — how learners self-onboard in VR or OnScreen independently, without educator hand-holding.
The full KPI set — Workshop 1 focuses on the non-greyed items
North Star — Experience Metrics (not process)
Every user can use the platform for their intended purpose within 5–15 minutes, every time.
Primary Onboarding — Readiness · End of CS Onboarding Process covered in previous workshop
Within 14 days of contract start, the Champion/Educator independently runs a session of their chosen primary use case in their chosen modality (ILT or SDL) successfully, and can switch to a second modality without re-engaging CS. Usability score ≥ 4/5.
Primary Onboarding — Modality Independence
Educator/Champion switches to a second modality without re-engaging CS — demonstrating true platform independence, not just one-track proficiency.
Ongoing — Educator
Educator can find, customise, and finalise a Learning Experience in 15 minutes, every time.
Ongoing — Learner
Learners self-onboard in VR or OnScreen in 5 minutes, independently, every time.
Implementation
At least one primary use case identified during onboarding. Learners complete 5 consecutive sessions of that use case. Usability success score ≥ 4/5 from both educator and learner.
Workshop 1 focuses on the active KPIs above — educator self-sufficiency, speed, and platform growth. The greyed card was the focus of the initial onboarding workshop and is shown here for context only. The learner KPIs are the focus of Workshop 2.
What we're working with
Current toolkit
These are the tools and resources currently in play across the customer journey. Some are well-established, some are underutilised, and one isn't live yet. Understanding what already exists is useful context before you start designing solutions — you might find the answer is already in the toolkit, or that something here should be cut entirely.
🌐
Active
Lumeto.com
The platform for hosting all web-based resources for customers — from public-facing pages to gated content accessible only to signed customers. A flexible foundation for building out the customer-facing resource ecosystem.
Interactive guides for educators and learners covering both OnScreen and VR — a mix of video, images, and text walking through every task in the platform. Relatively new and not yet widely used by customers.
Weekly open time with Meghan (and soon Vanessa) — free, bookable sessions for any customer or user to drop in and ask questions, discuss the platform, or get guidance. Essentially free consulting, currently underbooked.
A dedicated webpage for all customers — centralises additional resources, tools, and the office hours booking link. New and not yet widely known or used by the customer base.
Not yet live — currently in beta testing. Will act as a CS knowledge extension, letting customers get quick answers to common questions without needing to reach a person.
Currently being overhauled — a browseable, filterable list of all available learning experiences, useful for prospects and customers exploring content without logging into the platform.
Product updates and discoverability — thought leadership, feature announcements, and platform showcases. A strong channel for showing prospects and customers what's coming.
More than process automation — stores customer information, maps their journey, and tracks onboarding progress, but also a direct channel for customer communication and outreach via mass emails, targeted messaging, and automated sequences triggered by where someone is in their journey.
📬
Active
Lumeto Lens
Monthly newsletter sent via email and LinkedIn. Covers upcoming events, platform feature highlights, and market updates — a consistent touchpoint for customers and prospects.
The live platform web portal — where sessions are scheduled, learning experiences are built and customised, and educators manage their cohorts and assessments.
A private LinkedIn group for customers — an ideal space for peer communication, sharing ideas, improving each other's use of the platform, and showcasing what they're building. Currently not widely active.
🎙️
Active
Lumeto Huddles
Roughly biweekly webinars open to all customers — each one covers a different topic such as new feature releases, platform showcases, or open Q&A. A regular touchpoint for the broader customer community.
✍️
Underutilised
Patient Prompt Generator
An online tool that guides educators through creating an AI patient prompt for the platform — walks through the creation process and emails the finished prompt ready to paste into the portal.
Three blocks. Unlike the first workshop, we're not voting on pain points to remove — there's no existing ongoing onboarding process to cut from. We're designing something new from scratch, and the session reflects that.
1
How Might We
Teams write design questions framed around the ongoing onboarding gap — specific, solvable, and actionable. Since there's no existing process to react to, these questions come from your own experience of what customers struggle with after initial onboarding ends. Your pre-work feeds directly into this.
Team split
2
Ideas Workshop
Each team picks a company from a completely different industry and designs a solution through that lens against one of their top HMW questions. The goal is structural thinking borrowed from outside healthcare — 4 ideas per team over roughly an hour, approximately 20 minutes per idea.
Team split
3
Share Out + Pre-Mortem
Teams present their top ideas. The full group votes for the strongest 2, then we pressure-test them: imagine they were built and ongoing onboarding is still broken 6 months from now — what went wrong? That risk list is what we walk away with.
Full group
Before the workshop
The current state
Unlike the first workshop, we're not reacting to an existing process — ongoing onboarding essentially doesn't exist yet. Once initial onboarding ends, customers are on their own. Understanding what that actually looks like is the starting point for designing something better.
Educator personas — who this workshop is designing for
The Hybrid Creator
Anais's research
Mid-to-senior clinician with teaching responsibilities who is both the clinical expert and the platform builder. Owns the use case end-to-end. Moderate tech literacy — competent on web platforms, not a power user. Wants to validate the platform can do what they have in mind, get oriented quickly, and start building fast. Frustrated when the portal looks generic and doesn't reflect their role.
The Translator
Anais's research · two sub-types
Receives clinical content from a subject matter expert and translates it into the platform. Learning designer, instructional technologist, or junior educator. Often higher tech literacy than the Hybrid.
Clinical sub-type: Has enough clinical context to work somewhat independently — can make judgment calls without the SME present every time.
Non-clinical sub-type: Needs the SME present to make meaningful progress. Can handle platform mechanics but can't fill clinical gaps alone.
The Champion
The person who bought InvolveXR and owns it institutionally. Manages the portal, reports upward, and acts as the bridge between Lumeto and their department. Needs the platform to keep running without them being the bottleneck every time an educator wants to try something new.
The Educator Brought In Late
Added mid-onboarding with zero context. Often ends up as the primary long-term user. Inherits a configured system they don't understand and gets no structured catch-up path. Highest risk of permanent CS dependency or quiet abandonment — tries once, struggles, never goes back.
Also in the ecosystem — focus of Workshop 2
The Healthcare Professional Learner
Workshop 2 focus
Practicing nurse, physician, or allied health professional using the platform for occasional staff training. Uses it infrequently — a few times a year at most. No reliable memory of previous sessions. Every time they pick up a headset or open OnScreen it effectively feels like the first time. Platform confidence can't be assumed to carry over between sessions.
The Higher Education Learner
Workshop 2 focus
Nursing or medical student using the platform as part of their program — regularly throughout a semester or for a defined block. More repeated exposure than the healthcare professional learner and more opportunity to build familiarity. Still needs self-onboarding to be fast and independent since educator availability can't be guaranteed every session.
The Admin / Portal Manager
Manages users, cohorts, and access in the portal — often the same person as the Champion. Needs the admin layer navigable without CS support whenever they need to make a change or add someone new.
This workshop is designing for the educator personas above. The learner and admin personas are shown for context and will be the focus of Workshop 2.
What happens after initial onboarding ends?
Customers complete their initial sessions with CS, get access to the platform, and then largely receive no further structured guidance. They have access to some resources, but no pathway, no prompts, and no mechanism to continue growing their use of the platform independently.
The problems we're solving — in plain language
These are real situations users find themselves in right now. Click each one to see what gap it exposes. These are the problems this workshop exists to solve.
E1
Hybrid Creator / Translator
"I learned to set up screen-based self-directed training sessions. How do I learn to set up and run an ILT session — including prepping the VR headsets, the room, and getting my learners onboarded in VR?"
▾
The gap this exposes
The educator is proficient in one modality (OnScreen SDL) but has no path to independently learn a second (ILT with VR). This is exactly the modality independence KPI we haven't solved. They'd currently need to re-engage CS — or just not do it.
Modality IndependenceRe-entry / New Capability
E2
Any educator
"I used the platform 3 months ago. I have new learners I want to bring onto the platform and want to assign them self-directed learning in VR and OnScreen. How do I go about doing this?"
▾
The gap this exposes
Re-entry after a gap. The educator remembers roughly what they did but not exactly how to do it. New learners means new cohort setup, new assignments, potentially new configurations. No structured re-entry path exists — they're starting from scratch or calling CS.
Re-Entry After GapEducator Self-Sufficiency
E3
Hybrid Creator
"I want to try the new paediatric patient scenario in VR — including new equipment launched recently. Then I want to run this with my learners."
▾
The gap this exposes
Platform growth after a release. The educator wants to explore new content and new equipment independently. Right now there's no mechanism to discover what's new, understand how to use it, or test it without CS involvement. The platform doesn't teach them what's changed.
Platform GrowthNew Feature Discovery
L1
Healthcare Professional Learner
"I have been invited to an ACLS session in VR on InvolveXR. I have 5 minutes to onboard myself."
▾
The gap this exposes
Cold-start learner self-onboarding. The learner has no prior context, no educator beside them, and a hard time constraint. This is the North Star scenario for Workshop 2 — if they can't get into a session in 5 minutes unassisted, the whole value proposition breaks. Currently, most learners need an educator to walk them in.
Learner Self-OnboardingWorkshop 2 primary
L2
Healthcare Professional Learner
"I ran an ACLS session in VR last month — mostly CPR. I now need to run a scenario where I'm doing med admin in VR: IV pump programming and meds using a syringe."
▾
The gap this exposes
Learner re-entry with a new task. They have partial prior experience but are doing something meaningfully different — new equipment, new clinical actions. No mechanism exists to orient them to the difference or scaffold the new elements. They're expected to figure it out the same way they always have: by asking whoever's in the room.
Learner Re-EntryNew Capability / Equipment
L3
Higher Education Learner
"I did some screen-based OSCE prep two months ago. I've been assigned more OSCE prep. I also want to see my performance from my last sessions."
▾
The gap this exposes
Continuity across a longer learning arc. The learner wants to build on what they did before and track their own progress. Right now neither of those things are easily self-serve — finding previous sessions, reviewing performance, and picking up where they left off all require educator involvement or aren't available at all.
Learner ContinuityPerformance / Progress Access
What customers currently have
Access to the portal — unsupported
Onboarding guides (underutilised)
Office hours (underutilised)
Lumeto Huddles (irregular)
CS contact when something breaks
What we want them to have
A structured path to grow platform use
Self-serve access to new LEs in <48 hrs
Learners onboarding themselves in <5 min
Educators expanding modalities independently
Platform that teaches them, not just CS
What do you see happening after onboarding ends?
From your own experience — what do customers actually do once initial CS onboarding is complete? Where do they get stuck, what do they avoid, what do they never figure out on their own? Come with a point of view.
Your pre-work
How Might We questions
A "How Might We" question turns a gap into a design challenge. The key is specificity — vague questions produce vague ideas. Write at least 2 before the workshop. Think about what customers are left to figure out alone after CS hands them off, and frame that as a solvable question.
FORMAT GUIDE — what a good HMW looks like
How might we improve ongoing onboarding? (too vague — avoid this)
How might we keep customers engaged? (not specific enough)
How might we prompt an educator to try a second modality within 48 hours of completing their first session — without CS involvement?
How might we make discovering and customising a new LE so fast that educators do it independently every time instead of asking CS?
How might we make learner self-onboarding in VR so intuitive it takes under 5 minutes with zero instruction from an educator?
How might we surface the right LE at the right moment in a customer's journey — before they even know they need it?
How might we design the platform itself to teach educators new capabilities over time, the way a good video game teaches mechanics progressively?
Your pre-work
Company inspiration
One of the exercises asks your team to design a solution through the lens of a completely different company. The focus this time is on companies that are great at keeping people engaged and growing over time — not just getting them started. Select the ones that interest you, or add your own. Come ready to pitch one to your team.
One rule: No healthcare companies. No simulation companies. The whole point is to look somewhere completely different.
Your picks so far:
No companies selected yet — pick some below.
Have your own idea?
If a company not on the list is jumping out at you, add it. Just be ready to explain why.
For reference
Teams
The workshop runs in two teams of three. Each team works through HMW and the Ideas Workshop independently, then comes back together to share out and run the Pre-Mortem.
Team 1
JQ
Jake
LN
Luc
BU
Ben
Team 2
SN
Shruti
AR
Anais
KM
Kavi
Note
CS team members will join for the Pre-Mortem only.
Optional
Additional notes
Anything else on your mind before the workshop?
Ideas, concerns, things you want to make sure get discussed.
Ready to go deeper?
Open with Claude
Once you've filled in your prep work, click the button below. It will copy your answers to your clipboard and open the Claude project in a new tab — just paste when you get there. Claude has the full context of this workshop and can help you develop your HMW questions, pressure-test your company lens, or think through what ongoing onboarding could actually look like.
Your answers are copied automatically. In Claude, just hit Cmd+V (or Ctrl+V) to paste and send.