Education & Training
There’s a lot to understand at BioLite.
For customers, it’s what our products do and how they can use them successfully in their lives.
For retail partners and last mile agents, it’s building deep technical expertise and becoming an extension of our team to sell our products and mission.
For internal employees, it’s cultivating a shared sense of culture, work values, and core tenets of the BioLite brand. And maybe watt vs watt-hour.
It’s my team’s job to ensure each of these key audiences have the resources and communications they need to learn quickly and effectively.
Reach Last Mile Agents with BioLite Academy
With the majority of our customers in peri-urban and rural geographies, BioLite relies heavily on the work of last-mile agents to sell, setup, and support our products with end users. With the launch of BioLite Academy, we were able to successfully train and certify over 1000 agents through a mobile-first platform that educated them on key product specs, setup & installation, and troubleshooting tips to reduce error and increase overall satisfaction.
This education tool helped replace time-consuming travel to one-off in-person training sessions and empowered agents to train on their own schedule and increase overall time spent learning.
Supporting Busy Floorstaff with Streamlined Info
It’s my job to sell BioLite every day. For an REI employee, we’re just one of a hundred products and brands they need to remember and promote. Reminding ourselves of their very real time and attention constraints, we deployed a mix of digital and physical training materials that got to the point fast on key product specs and points of differentiation. Paired with a series of in-store clinics and quantitative report backs, we were able to confirm that at least 350 retail employees had been touched with BioLite training, and saw a week-over-week increase in sales post training blitz.
Maintaining Company Culture and Vision At Scale
With headquarters in New York and Nairobi, increasing headcount, and COVID-catalyzed shifts in hybrid work environments, it became more important than ever to organize the company’s foundational information and deliver it in an accessible, updatable way.
In collaboration with our People & Culture department, my Creative Director and I helped launch BioNet, BioLite’s intranet where employees could access regular organizational updates, team structures, as well as codified guides to our Mission, Vision, and How We Work Company Values. These guides are now a routine part of every employee onboarding and used as reference points in our annual engagement survey as well as our performance reviews.
Demystifying Energy For End Customers
Yes, I write technical instruction manuals. Yes, I script and storyboard consumer-facing instruction videos. But I wanted to share this video as an example of education going beyond just basic product usage and how we turn our users into evangelists by bringing them into the world of technology and energy and making them feel smarter about the solutions they bring into their lives.
(we also made a mini STEM and lesson plan for kids during COVID – still available today)
Ask Me About: Designing for different geographies, how to serve the customer who throws out the instruction manual, using LLMs and review scraping to surface education gaps, why customer service is your most important and often underserved team, the healthy tension between what you want to say and how many seconds your audience has to actually receive it.