The Problem
Custom home builds and large-scale renovations are complex, multi-phase projects that often leave clients feeling overwhelmed. The client, a construction and design firm, was facing significant friction because customers struggled to understand realistic timelines, payment schedules, and the sequence of construction events. This lack of clarity resulted in repetitive inquiries, misaligned expectations, and unnecessary anxiety for homeowners during an already high-stakes process.
The Mission
The goal was proactive education, but with a specific philosophy: clarity over entertainment. We recognize that not every learning experience requires complex interactivity or gamification. When clients are already deeply invested—financially and emotionally—they crave efficiency, not distraction. The objective was to create a straightforward, "no-fluff" roadmap that respects the client's time while delivering critical information quickly and clearly.
The Process
I utilized Articulate Rise to develop a mobile-responsive, linear walkthrough that serves as a "Project GPS."
Strategic Simplicity: I deliberately avoided complex interactions or "click-to-reveal" mechanics where unnecessary. The design focuses on delivering key points quickly, acknowledging that an engaged client wants answers, not a game.
Content Strategy: I separated the content into two distinct tracks—New Home Build and Renovation—while maintaining a consistent UI.
I translated industry jargon into plain language and organized the construction lifecycle into clear, sequential milestones (e.g., Pre-Construction, Active Build, Closing).
The Outcome
The result is a pair of clean, efficient Client Onboarding Guides that reduce friction and build trust.
Course 1 (New Home Build): Covers the full lifecycle from groundbreaking to the final walk-through and warranty.
Course 2 (Renovation): Focuses on the unique challenges of remodeling, including demolition logistics and living on-site during construction. Both courses use simple accordions and checklists to keep the content accessible without slowing the user.
The Retrospective
Note: For legal and confidentiality reasons, the examples shown here are unbranded prototypes. They demonstrate the instructional architecture, flow, and user experience design of the final product but do not contain the client’s proprietary logo, specific legal phrasing, or final polished copy.
Future Iterations: In the final live version, the text is further tailored to the client's specific voice, and some intentional repetition (used here for structural testing) has been streamlined.
Takeaway: This project highlights that effective instructional design isn't always about immersion; sometimes, the best solution is simply getting the right information to the right person as efficiently as possible.