> ## Documentation Index
> Fetch the complete documentation index at: https://b2-b-playbook.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer education

**Published:** 2026-09-12 · **Last reviewed:** 2026-09-12 · **Reading edit:** 2026-09-12

A user watches the training but still needs help completing the task. The lesson may explain the features without giving them a chance to practice. Customer education starts with something the learner needs to do and works backward to the explanation, exercise, and feedback that will help.

## Choose an observable learning outcome

Begin with a task that matters to adoption: configure a workflow, interpret a result, troubleshoot a failure, or administer access. State what the learner should be able to do independently afterward.

## Build the learning path

1. **Identify prerequisites and roles.** Separate administrators, daily users, and decision-makers where their tasks differ. Check access, prior knowledge, and available practice environments.
2. **Choose the smallest useful lesson.** Teach one coherent task with enough context to understand why it matters. Link to reference material instead of reading every setting aloud.
3. **Demonstrate and let the learner practice.** Use realistic test data, show the expected result, and include a recoverable mistake. A video watched to completion does not prove the learner can perform the task.
4. **Provide feedback and help.** Explain common errors and how to get assistance. Make recordings, captions, transcripts, or written alternatives available as appropriate.
5. **Assess the actual capability.** Use a completed task, reviewed configuration, or short scenario. Avoid badges that imply expertise beyond what was assessed.
6. **Connect maintenance to product changes.** Assign an owner and version applicability. Retire or update lessons when the interface, workflow, or recommended practice changes.

## Worked example

A fictional workflow product teaches administrators to create an approval rule. The lesson includes a test request that intentionally has no matching owner. Learners must configure a fallback and explain why the exception occurred.

This reveals whether they understand the operating model, not just whether they can copy a screen. Support reviews recurring mistakes and updates the lesson where the explanation is weak. If many learners fail the same step, the product team also investigates the interface.

## Lesson design card

| Field                                  | Design |
| -------------------------------------- | ------ |
| Learner role and task                  |        |
| Prerequisites and practice environment |        |
| Demonstration and exercise             |        |
| Expected result and common error       |        |
| Assessment and help route              |        |
| Version, owner, and review trigger     |        |

## Evaluate the program

Compare successful task performance, time to independent use, and relevant support patterns. Account for differences in customer complexity before attributing adoption improvements to training. Course enrollment is a reach measure; learning and customer outcomes need their own evidence.

## Try it with your own work

Choose one common task. Give a learner test data, a clear goal, and a way to check the result. Watch where they need help before adding another lesson.

## Sources and scope

* [Diátaxis](https://diataxis.fr/?ref=b2b-playbook) distinguishes learning-oriented tutorials from other documentation needs; lesson design and assessment here are original guidance.

The example is fictional; any numbers illustrate the method rather than a benchmark. Adapt the worksheet to your own situation.

## What to read next

[Documentation](https://b2-b-playbook.mintlify.app/playbooks/07-website-and-conversion/documentation) · [Customer onboarding](https://b2-b-playbook.mintlify.app/playbooks/08-lifecycle-and-customer-marketing/customer-onboarding) · [Customer community](https://b2-b-playbook.mintlify.app/playbooks/08-lifecycle-and-customer-marketing/customer-community)

[Chapter guide](https://b2-b-playbook.mintlify.app/playbooks/08-lifecycle-and-customer-marketing) · [All playbooks](https://b2-b-playbook.mintlify.app/playbooks)

***

Copyright © 2026 Ivan Xu. All rights reserved. See the [copyright and reuse terms](https://b2-b-playbook.mintlify.app/copyright).

Canonical source: [github.com/weilun88313/B2B-Playbook](https://github.com/weilun88313/B2B-Playbook)