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This project shows how just-in-time resources reduce onboarding friction and improve day-to-day performance.
Project Overview
Company: Global Medical Response | Tools: Cornerstone OnDemand, Canva, Microsoft Word
Migrating 34,000+ employees to a new learning management system is a major organizational change. This case study is about how we made sure it actually worked for the people on the receiving end.
The Challenge
Global Medical Response was managing employee training across two separate LMS platforms, Cornerstone OnDemand and SAP SuccessFactors, creating redundant workflows for the L&D team and a fragmented experience for learners. The decision was made to consolidate onto a single platform. The technical migration was straightforward. The human side of it was a different story.
When employees landed in Cornerstone OnDemand for the first time, many struggled to locate assigned training, track their completion status, and navigate a system they had never used before. Without support, the transition risked stalling training completion rates and overwhelming the L&D team with navigation questions.
My Role
I partnered with my manager and our four-person L&D team to lead the adoption strategy for this migration. My involvement began upstream, contributing to the platform evaluation process to ensure Cornerstone OnDemand was the right fit for our learner population before a single account was moved. From there, I co-led the design and development of the performance support resources that would carry employees through the transition.
The Approach
Before designing anything, we gathered feedback from employees and stakeholders to understand exactly where the friction was. The diagnosis was clear: this wasn't a knowledge gap that required a course. Employees didn't need to learn a curriculum. They needed quick, reliable guidance they could access in the moment, while doing their actual jobs.
That distinction mattered. Routing employees through a traditional eLearning course to learn how to navigate an LMS would have added frustration on top of frustration. Instead, we identified this as a performance support opportunity and designed accordingly.
We also made a deliberate change management decision around timing. Rather than launching support resources the moment the migration went live, we strategically scheduled the migration for October, after the bulk of annual compliance training was completed in September. This gave employees breathing room to get familiar with the new system before new training requirements launched in January.
The Solution
My manager and I developed approximately 10 performance support job aids covering the most common navigation tasks employees needed to complete in Cornerstone OnDemand, including locating assigned courses, checking completion status, navigating dashboards, and accessing compliance training.
Each resource was designed to be visually clean, easy to scan, and quick to use. We built them in Canva and Microsoft Word, then made them available directly on the learner homepage inside the LMS so employees could find help exactly where they needed it, without leaving the platform or contacting support.
The Outcome
The performance support strategy worked. Feedback from across the L&D team indicated a significant drop in navigation-related questions flooding team inboxes after the resources launched. Employees were able to self-serve their way through the transition, and training continuity was maintained heading into the January launch of new requirements.
While we did not collect formal metrics on support ticket volume during this project, the qualitative signal from the team was consistent: the job aids did their job.
34,000+ employees successfully transitioned to a single LMS platform
Intentional rollout timing minimized disruption to compliance training cycles
Performance support resources reduced informal support requests to the L&D team
Employees gained self-service access to just-in-time guidance directly within Cornerstone OnDemand
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