learnability: MAKing THINGS EASY TO UNDERSTAND, ADOPT, AND SCALE.
I help organizations make products, systems, and services easier to understand, adopt, and scale—whether you’re launching, growing, or scaling.
WHEN PEOPLE DON’T UNDERSTAND IT, THEY DON’T ADOPT IT.
Learnability is what determines whether people move forward with confidence, or get stuck trying to figure things out; whether it’s a product, system or service.
Learnability Issue
Any point where people struggle to understand what something is, how it works, or what to do next. Slowing down adoption and reducing value.
Learnability Goal
A clear outcome where people quickly understand what something is, how it works, and how to get value. Enabling smooth adoption and confident use.
products
Users don’t get it quickly.
Features go unused.
Drop-off after sign-up / first use.
Clear first-use experience.
Guided paths to value.
Increased feature adoption.
Systems
Teams don’t follow it.
Workarounds everywhere.
Requires heavy training.
Intuitive workflows.
Consistency across teams.
Reduced operational friction.
services
Value is unclear.
Inconsistent experience.
Hard to scale delivery.
Clear expectations.
Consistent delivery.
Scalable experience design.
I DESIGN EXPERIENCES THAT ARE EASY TO UNDERSTAND, ADOPT, AND SCALE.
WAYS WE CAN WORK TOGETHER.
1
strategy sprint
A focused engagement designed to quickly diagnose friction, identify opportunities, and create a clear path forward.
2
PROJECT ENGAGEMENT
A scoped engagement focused on designing or improving a specific experience, workflow, onboarding system, or enablement initiative.
3
Embedded
Strategic Partner
Longer-term strategic support for organizations navigating ongoing growth, scaling, or transformation.
recent projects, with real results.
Growth Stage: Customer Success TransformationTransforming Customer Success into a Revenue Engine
Increased Net Revenue Retention from 92% to 118% (+26 pts)
Reduced churn by 38% within 2 quarters
Increased product and service adoption by 30%
Early Stage SaaS: Customer Education & User ExperienceBUILDING A Customer Education & UX Function from the Ground Up
Increased product adoption by 35%
Improved engagement across key workflows by 30%
Reduced support dependency through improved UX
Established two scalable, cross-functional capabilities
Early Stage SaaS: Employee and Customer Technical OnboardingSaaS Technical Onboarding That Accelerates Time-to-Value
Reduced time-to-value by 35%
Increased onboarding completion to 85%+
Reduced support requests by 40%
Improved early-stage retention by 25%
THE LEARNABILITY FRAMEWORK
Design experiences (products, systems and/or services) people can learn and adopt in minutes, not months.
1
DIAGNOSE
Identify where understanding and adoption breaks.
2
DESIGN
Create clear, intuitive paths for continuous value.
3
ENABLE
Align teams and go-to-market around adoption.
4
SCALE
Scale adoption through systems that grow with you.
what this unlocks
Faster time-to-value.
Higher adoption and engagement.
Stronger GTM conversion.
Reduced support and training needs.
Scalable consistent experiences.
built for every stage of growth.
Early Stage
Clarify product and service.
Design first-time understanding.
Support initial GTM.
Growth Stage
Improve onboarding.
Increase adoption.
Reduce churn.
Scale / Enterprise
Align teams and systems.
Reduce complexity.
Standardize experience.
Whether you’re launching, growing, or scaling, the learnability goal stays the same: make it easy to understand and adopt.
NEW PROJECT
! ! !
NEW PROJECT ! ! !
JUNGLE GUIDES INTERNATIONAL GO-TO-MARKET PLANNING AND STRATEGY.
DISCOVERY IN-PROGRESS
DOWNLOADS.
LEARNABILITY FRAMEWORK
Diagnose: Identify where understanding and adoption breaks
This free framework helps you identify where users get confused, hesitate, disengage, or rely on support; so you can create experiences that feel intuitive from the start.
If people rely heavily on support, hesitate during onboarding, or struggle to progress independently, this framework will help you pinpoint why.
U.S. TRAVEL AND HOSPITALITY INDUSTRY
White Paper: The Rise of Experience-led Travellers
This free research-driven report explores how experience-led hospitality is reshaping the U.S. short-term rental industry and why traditional positioning is becoming less effective in a saturated market.
If your brand is still competing primarily on property features and pricing, this report will help you understand what modern travellers value most and how to position your brand accordingly.
“Working with Kaylyn transformed how we approach growth and process—all in one partnership. As an amazing facilitator and educator, Kaylyn taught us how to take a design thinking approach and its application in designing employee journeys and people strategy.”
— Human Resources Team“Kaylyn possesses a rare blend of expertise, adaptability, and leadership qualities that are bound to bring success to any team or project. She has also been an absolute delight to work with, and I would choose to work with her again in a heartbeat.”
— Product & Engineering Executive“We've always been impressed by her innovative approach, strategic thinking, ability to consult with cross-functional partners to get things done, and her diverse skill set. She brings a design and people-centric approach to problem-solving and consistently thrives in complex and challenging environments.”
— SaaS Executive Team“Kaylyn excels at connecting the dots and seeing the bigger picture, making meaningful contributions and innovations across our business.
Kaylyn knows that HOW things get done for a client is just as important as WHAT gets done.”
— Global Pharmaceutical L&D Leader