Zenya Learning Services

Below is a partial list of the services that Zenya Learning LLC can provide. Additional services can be scoped with a customer Statement of Work.

Table of Contents


Overview 0

Readiness Research 0

Product Research 0

Methodology 0

Service Offerings 0

Education Leader Primers (ELPs) 0

Metrics That Matter 0

Development & Delivery Metrics 0

Organizational Quality and Quantity 0

Customer Account Metrics 0

Individual Learner Metrics 0

Adoption Planning and Forecasting 0

Revenue Considerations 0

Expense Considerations 0

Content Creation Planning: Where it Pays to Plan Ahead (Content Creation) 0

Collaborating with Product Teams: Keeping Up with the Crazy Pace of Release Cycles 0

Standards and Practices 0

Learning Tech 101 0

Deliverables and Timing – Learning Tech 101: 0

Iterative, Inclusive Training Needs Analysis (IITNA) 0

Deliverables and Timing – IITNA 0

Learning and Development Tech Review and Recommendation Plan (LDTRRP) 0

Deliverables and Timing – LDTRRP 0

Sustainable Documentation Site Creation (SDSC) 0

Deliverables and Timing – SDSC 0

Training Recommendation and Development Plan (TRDP) 0

Deliverables and Timing – TRDP 0

Customer Education Team Design (CETD) 0

Deliverables and Timing – CETD 0

Scalable, Sustainable Content Development (SSCD) 0

Deliverables and Timing – SSCD 0

Certification, Badging and Accreditation Program Design (CBAPD) 0

Deliverables and Timing – CBAPD 0

What to Expect 0

  1. Certification Program Design 0

Certification Activities and Deliverables: 0

  1. Deliverable Examples 0

Certification Process Web Graphic / Infographic 0

Certification Process Description (example) 0

Customer Obligations 0

Systems 0

Resources 0

Knowledge Transfer Sessions 0


Prior to providing a quote, we hold scoping calls, complete research on each client’s domain, review existing training content developed and assess where they fall in the Maturity Model of Customer Education Services. From that research, we often provide a customized offering mainly developed from a combination of any of the following services listed below.

Readiness Research

Zenya includes observations from interviews and discussions on the internal team’s readiness for participation in the engagement that may be required to develop educational resources.

Product Research

The key to solid curriculum and relevant course design is knowing your product, target audience and technology stack. Zenya uses this research as the basis for recommendations on the types of education content, learning paths, and more.


Zenya Learning uses the latest technology and innovations with Adult Learning Theory and industry education tools to come up with solutions that are available nowhere else.

Strategic Education Consulting services come with 20+ years as a curriculum developers, trainers, professional services leaders, and innovators who are passionate about learners, customers, employee development and how their improved performance improves business.

Zenya uses a metrics based approach to arrive at the right solution with you. Each offering includes knowledge transfer sessions, mentoring and guidance to ensure you are able to implement recommendations, and maintain and expand the offerings we develop.

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Service Offerings

Education Leader Primers (ELPs)

You can purchase the services listed below together or individually to meet your specific needs. They require two days of exploration and fact finding with your organization to ensure that the goals for each topic align with your organizational goals.

While much of the content has been created, the knowledge transfer sessions incorporate industry best practices, white papers, professional organization membership recommendations and a curated list of Customer Education and Learning & Development conference recommendations.

Metrics That Matter

Obtaining education metrics is critical for tracking and planning for expanded success of your education program. The list below explains the education metrics


Development & Delivery Metrics

Organizational Quality and Quantity

  1. Content Delivery Type (ILT / eLearning / In-App) = Retention/Impact
  1. Courses Consumed
2. Development Utilization Targets 2. Hours Consumed
3. Delivery Utilization Target 3. Hours of Engagement
4. Development Time by Content Type 4. Tasks Completed
5. Development Time per Hour 5. General Learner Feedback Trends
6. Maintenance Time  6. Content Hours Developed
7. Delivery Time 7. Content Hours Forecasted
8. Maintenance Time by Content Type 8. Annual Consumption Trends
9. Efficiencies of Templates, Standards, and Multi-Modal Output  

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Customer Account Metrics

Individual Learner Metrics

1. Learner Engagement 1. Courses Consumed
2. Average Course Consumption 2. Assessment Passed / Failed / Attempted
3. Learning / User Ratio 3. Learner Engagement Rate
4. Average Time to Adoption 4. Training Event to Application Gap
5. Average Time to Value Recognition 5. Adoption Trends Pre, During and Post Training of Product Features
6. User Engagement % 6. Self-assessed Domain Level Expertise
7. Annual Consumption Trend 7. Annual Consumption Trend

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Adoption Planning and Forecasting

Revenue Considerations

1. Consistency Quotient: Why having a varying learning path and inconsistency in onboarding can lead to problems in the future 1. Pipeline Reports
2. Time to Value (Skills Development) 2. Value of 1:many

How to justify billing instructors at 4, 5, 6, 7 times the rate of a consultant.

3. Time to Minimal Core Competency 3. Learning Units / Credits
4. Time to Expert Core Competency 4. Content Licensing / Credit Licensing Expiration Dates
5. Measures for Skill Gap Analysis 5. Contract Carve Outs
6. The Forgetting Principle 6. Education Revenue Recognition

How and when to recognize revenue for pre-sold education services – and to stay out of trouble with the SEC.

7. Learning to Application Gap 

How to optimize the learner’s journey up Bloom’s Taxonomy of Knowledge

7. Forecasting for Education Deliveries / Customerization Services
  8. Revenue Recognition for Deliveries, eLearning, Consulting, and Development Services
  9. Revenue per Delivery / Development Headcount
  10. Revenue per Headcount

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Expense Considerations

1. Cost per hour of Content Management
2. Cost per hour of Content Development
3. Cost per hour of Content Maintenance
4. Fully weighted Cost per Headcount
5. Fully Weighted Cost per Video Production
6. Fully Weighted Cost per Headcount
7. Amortized Expenses
8. Non-Amortized Expenses
9. Break Even Analysis (for new offerings)
10. Total Costs of Ownership for an LMS / LCMS / LXP / Delivery Environment / etc.

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Content Creation Planning: Where it Pays to Plan Ahead (Content Creation)

Divide and Conquer for your Education Strategy. Determine where the line is drawn between Marketing Content, Digital Customer Success / User Adoption programs, and Education Offerings / programs. Know the difference between documentation and course procedures, and still produce both. Learn how to communicate the value Education Offerings can provide and what they cannot provide.

Ongoing Development Planning. Learn why “burning a couple of tutorial videos” results in failed education strategy, repeatedly. Come to the table with plans for creating tutorials and sustaining them over their shelf-life (~1.5 – 2 years).

Modularization Matters. Education teams produce a variety of content. But, the smart ones produce this variety with one development effort. Review technology that can help you achieve a 1 to many production process. Learn about and use Information Mapping techniques to modularize your curriculum planning. Leverage modularization to create Learning Clusters for learners, scale from Micro to Macro Learning, and more.

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Collaborating with Product Teams: Keeping Up with the Crazy Pace of Release Cycles

Pacing Education Offerings with Engineering Releases. Learn what you can and cannot do. As it turns out, developing training is still development and unless your Education Development team is as large as your Product / Engineering team, you have to find ways to repurpose, cut corners and get creative on keeping up with your organization’s release cycle.

Integrating with Product Boards / Release Schedules / Feature Releases. You should know and be able to forecast content creation before new features / branding / functionality is available, and have a plan for go-live. Learn some quick ways you can connect to product development road maps. Try methods of embedding your team into the Product Release Cycle and keep your plans in sync with theirs.

Curriculum Development as QA for end-to-end testing of your software releases. Embedding Education into Product QA can reduce bugs, improve product release usability and help bridge the gap between the Product team and end users.

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Standards and Practices

Exploit and Expand. Learn several engineering tools that you could and should be using today for creating content for your courses. Review common pitfalls for video, tutorial, etc. creation that occur and learn how to avoid them.

Engineering Tools. Plan for the maintenance of your content not just with your developers and development tools but with your scenarios, staging environments, etc.

Video versus Animate. Review and assess video production versus animation production costs, ease of use, modality outputs and more.

ADA compliance in your output. Once your organization reaches a certain size, this no longer becomes a “nice to have” but a requirement for the content you produce. What can you do now to help ensure that you meet those standards?

Internationalization Woes. How much of your content is available in other languages? How easy would it be to have it translated (localized)?

Licenses versus selling. Do you have a strategy for selling licenses for your material or are you giving it away? Learn how and why licensing material will save you, and your customer, more money in the long run.

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Learning Tech 101

Here is a list of topics that are covered in 1:1 sessions, curated webinars, and interactive tools analysis / comparisons. Included with these topics is guidance on how to set up an objective evaluation of learning tools to come to an intelligent decision on which product you wish to move forward with.

What is an LMS, LCMS or an LXP platform? Learn why this $22 billion dollar market exists (in just the US alone) and gain insight to where that technology is still needed, but often failing in today’s business environment. This session covers what SCORM was (and still is), AICC compliance provides and what Tin Can brings to the table for tracking what is happening with your user’s learning paths today.

Know your learner, know thyself. Review new solutions available today for SaaS organizations that can improve and refine your learning strategy 10 fold. Leveraging product analytics in conjunction with a learning taxonomy that is objectives-based is a secret weapon to creating content that guides your learners on the path of adoption and mastery.  

What is a Rapid Content Development Tool and Why You Need One? Review the myriad of uses that are available from RCD solutions on the market today. Complete a vendor comparison to desired outcome analysis to see which tool is right for your organization. Learn the difference between a product-created tour and guided in-application learning.

Integrations and Touch Points. Education operates as a business within a business and interfaces with nearly every department. Key to understanding how to grow your education organization is to know what you can leverage from other teams, what you have to invent for yourself and where there is overlap.

Deliverables and Timing – Learning Tech 101:

Average Time: 6 to 8 weeks
  • Discovery Document
  • Learning Path Recommendation
  • 1:1 Knowledge Sharing Sessions
  • Coaching Time
  • Curated Webinar Lists
  • Professional Organization recommendations
  • Assessment tools, spreadsheets and online tools for each topic

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Iterative, Inclusive Training Needs Analysis (IITNA)

This package includes the following deliverables: Learning Personas, Segmentation and Needs Analysis for Users of your solution. Creation of an objectives-based curriculum map, i.e. what are the key skills required to go from novice to aficionado.

Steps we go through:

  1. Assess the needs of your customers to understand their learning requirements.
  2. Establish a repeatable process to re-assess and engage customers continually, weekly, monthly, quarterly, etc. where you can evaluate skills gained and solicit their input one the quality of the education offerings.
  3. Develop a comprehensive breakdown of skill requirements for each persona.
  4. Create objective-based learning paths and content development requirements based on the needs of each persona.
  5. Define the resources required to build out the content for these proposed learning paths.
  6. Create and present a summary presentation of work performed and time frame to execute recommendations.

Deliverables and Timing – IITNA

Average Time: 3 to 4 weeks
  • Recommendations Document
  • Learning Paths (in your LMS or documented in whatever tool you use)
  • Assessment form or tool for auto-assessment
  • Knowledge transfer for you to sustain ongoing assessments

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Learning and Development Tech Review and Recommendation Plan (LDTRRP)

This package includes the following deliverables: A learning tech stack evaluation strategy, core requirements and findings document, architectural design for solution, comparative analysis of relevant solution providers and recommendations plan. The ultimate goal is to ensure you implement the right solution to address your needs and to do so within budget.

Steps we go through:

  1. Assess learning requirements, materials available and planned for development, and existing infrastructure / tools available.
  2. Review statement mission / purpose of the existing education program for which tech recommendation is needed. Author and deploy interview protocols for key stakeholders (internal).
  3. Author and deploy an engagement approach for customer interviews and assessments.
  4. Identify and map key features and normalize them for comparison to other vendors. May involve workflow analysis.
  5. Click through analysis for learner experience and review of implementation best practices per solution.
  6. Architect pre-implementation plan that exploits key features from one or more solutions available.
  7. Review and adjust architecture based on customer feedback.
  8. Review the current costs of no system, costs of new system and costs of creating an ad-hoc solution, taking into consideration final learner experience and administrative costs for upkeep.

Deliverables and Timing – LDTRRP

Average Time: 3 to 4 weeks
  • Assessment and Evaluation Strategy
  • Core Requirements
  • Architect and Implementation Plan
  • Recommendation Document

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Sustainable Documentation Site Creation (SDSC)

A Sustainable Documentation Site holds…

Steps we go through:

  1. Assess existing content, your software, meet with your engineering team / services team and catalog content and SMEs.
  2. Determine audience needs, collect scenarios and establish core documentation requirements.
  3. Research and recommend a technology stack and development approach.
  4. Create documentation list and development plan.
  5. Define the resources required to build out and sustain content.
  6. Create and present a summary presentation of work performed and time frame to execute recommendations.

Deliverables and Timing – SDSC

Average Time: 4 to 5 weeks
  • Targeted Audience Analysis
  • Hosting, Editing and Sustaining Tech Recommendation
  • Minimal Viable Documentation List
  • Implementation Plan
  • Development Plan for content creation and sustainability
    • Templates
    • Guides
    • Starter Docs
  • Hosting Technology Recommendation
  • Community-drive Docs Site on Github (possible)


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Training Recommendation and Development Plan (TRDP)

Building from the findings of the Training Needs Analysis, we create the Customer Education offerings recommendation(s), high-level project plan for content (creation | transformation | sourcing), resource identification to execute the plan, and provide knowledge transfers to sustain and scale your education offerings.

Content mapped within the objectives-based curriculum is broken down by modules and multiple delivery modes. This design enables instructional designers, content contributors, subject matter experts all to contribute to your core content, so that development is not centralized only to team members in Customer Education.

Steps we go through:

  1. Conduct customer interviews* to accomplish the following:
  2. Persona definition validation
  3. Preferred mode of learning
  4. Self assessed skill gaps for each persona
  5. Discover challenges and/or areas of improvement for learning experience

* We conduct several customer sessions or leverage. Interview Protocols to be delivered so that follow-up surveys have a clear basis for comparison.

Or leverage your customer behavior analytics tools (Amplitude, Heap, Mixpanel, Looker, etc.)

  1. Create a deliverable list of education offerings based on needs of the various target personas and development plan to create, transform or source content.
  2. Recommend value proposition, messaging and pricing (if applicable).
  3. Define the core activities, hosting systems (both short term and long term), and your resource commitments required to bring these offerings to market for customers.
  4. Create and present an executive summary presentation of work performed and roadmap for execution.

Deliverables and Timing – TRDP

Average Time: 4 to 5 weeks
  • Recommendations document
  • Learning paths (in your LMS or documented in the tool of your choice).
  • Assessment for or tool for auto-assessment
  • Knowledge transfer to sustain ongoing success

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Customer Education Team Design (CETD)

This package will create hiring profiles, success criteria and key experience / skills needed to create a world class Customer Education team.

Steps we go through:

  1. Creation of a Customer Education business plan presentation that includes description of team members, org chart, dependencies on other departments, key stakeholders, mission statement, high-level objectives against a 12 to 18 month timeline.
  2. Target internal (or external) resources as candidates that can optimize Education organization growth and impact.
  3. Support the creation of a job description(s) and candidate sourcing strategy.
  4. Assist in the sourcing and interviewing of candidates, if appropriate.
  5. Document the 30/60/90 day expectations for the leadership role (if applicable).

Deliverables and Timing – CETD

Average Time: 2 to 3 weeks
  • Education Team Org Structure
  • Job Descriptions with skills matrix
  • Candidate sourcing and screening
  • Developer / Instructor Onboarding plans
  • Knowledge Transfer Sessions


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Scalable, Sustainable Content Development (SSCD)

This package is to ensure your success and cement your ability to grow your education offerings. Through 1:1 or group knowledge sessions, we will  take your resources through appropriate learning technologies, train them on methodologies, such as informational mapping, object-oriented content design, content conversion, modularization for micro-learning, and multi-modal development efficiencies.

Steps we go through:

  1. Analyze and review your existing education courses, Help documents, blog entries, how-to videos to determine content coverage and map content to desired learning objectives. Needed for this step:
    1. Interview time with internal content producers and sometimes IT team members.
    2. Access to your LMS and other content hosting tools for report generation.
  2. Convert content library catalog into working modularized curriculum development plan and assess those offerings’ viability for multi-modal development using Information Mapping techniques.
  3. Recommend three developer tools (for video, in-line tutorial, and/or documentation creation) that enable templatized, editable content.
  4. Provide a best practices document and up to three developer training sessions (approximately 1.5 hours each) for rapid content development.
  5. Stop-gap content hosting recommendation for improved user experience prior to LMS full implementation.
  6. Provide up to three workshop-style or 1:1 sessions for curricula architecting for adding new training offerings post engagement.

Deliverables and Timing – SSCD

Average Time: 3 to 4 weeks
  • Learning Objectives-based Curriculum Map
  • Modular Curriculum Development Plan
  • Content Developer Implementation Plan
  • Knowledge Transfer Sessions

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Certification, Badging and Accreditation Program Design (CBAPD)

This package includes a Skills Matrix, Audience Analysis, Learning Path Creation. Through 1:1 or group knowledge sessions, we will  take your resources through appropriate learning technologies, train them on methodologies, such as informational mapping, object-oriented content design, content conversion, modularization for micro-learning, and multi-modal development efficiencies.

Steps we go through:

  1. Determine goals for the certification program, meet with program stakeholders, review of target population, level-setting of certification type, and financial goals for the program.
  2. Review and map of existing content, support incidents, partner enablement plans, integration partner needs assessment, evaluation tools in place, best practices and existing customer education software and infrastructure.
  3. Create skills-matrix, candidate description, content development plan, resource(s) evaluation and come up with the certification scope, high-level description and plan to establish the certification.
  4. Establish fee structure to maintain the program and/or meet revenue targets according to organizational goals.
  5. Provide up to three workshop-style or 1:1 sessions for curricula architecting for adding new training offerings for certification.
  6. Present resource plan, curriculum map, financial summary and program goals to project sponsors.

Deliverables and Timing – CBAPD

Average Time: 3 to 4 weeks
  • Certification Program Goals Summary
  • Job Descriptions with skills matrix
  • Financial Viability Plan for Launch & Sustainability
  • Create Technical Implementation Plan for Tools Needed
  • Create Process Overview for Candidates
  • Knowledge Transfer Sessions

What to Expect

  • Certification Program Design

Each element of the program is comprised of 2 components:

  • Learning and Development Component: needed to create an attainable certification.
  • Technology Component: needed in order to make your certification program operational.

Certification Activities and Deliverables:

Learning & Development Activities / Deliverables Learning path completion may be accomplished from ILT, eLearning, reading, assessments or combination of all the above.

Skills Map required for certification that ties back to your existing courses. A content development plan created if needed for certification requirements.

Lists attributes, including professional titles, job descriptions, technical skills, years of experience, soft skills and/or specific roles in your software solution needed for this certification. For Example: Admin level permissions are required in your software in order to exercises, practicums, etc. required for this certification. Provides a path for success for those attempting this certification.

Establish target population knowledge / skills, learning requirements and map them to courses in and outside your organization.

Tech Solutions Recommendations can range from course development plans to shadowing experience to self-study materials. May include demographic information, profile analysis, skills & behavior analysis pulled from your CRM or Product Analytics solutions. For SaaS solutions, a plan for  instance management and, if possible, auto-provisioning of for certification applicants.

Alternatively, recommendations for simulation tools & emulation solutions.

Includes practice exam, learning path, experience using A, B, or C software for a number of years, months, days, etc. and platform for proctoring.


Learning & Development Activities / Deliverables Sets the period of time to complete all training for this certification.

Ex:  Attend three 2-hour workshops, five  tutorials, complete two independent exercises over the course of  3 weeks..

Badge associated with this certification level. Often a simple graphic, icon set or set of graphics for this program. Level of effort needed to attain this certification based on a reasonable set of initial skills.

Will use your curriculum or create a development plan for the learning asset required.

Tech Solutions Architects tech solutions to automate enrollment for candidates and track them through the certification process. Assesses community, social media tools in use & creates technical implementation plan to integrate the Certification / Badging. Rapid Content Development, Simulation Tools, etc. are recommended based on the difficulty of your program.

  • Deliverable Examples

Certification Process Web Graphic / Infographic

Certification Process Description (example)

Below is an example workflow that a certification candidate must complete to meet program requirements. Your actual workflow would be based on your program requirements, complexity of your solution, certification-level and available software solutions for exam proctoring, simulated environment, evaluation tools.

If you need to offer several different certification levels, each may have slight variations of the required steps. As a best practice, you want to keep the process as consistent as possible, however.

Step 1 – Enroll into the Certification Program

The technical standards of this program require you to have work experience and be competent in the subject matter areas described prior to enrolling in the certification course and taking the exam.

Step 2 – Complete Certification Training

If you meet the technical and program requirements, you are then eligible to register and attend a certification course. The certification course consists of lectures and labs by which participants learn the skills needed to do …

Step 3 – Complete the Simulated Project

The final course of Certification Training includes a take-home simulated project. This enables candidates to apply their new skills as well as to be evaluated by [completion of | score of | assessment by].

Step 4 – Pass the Certification Exam

Passing scores for this 40-question exam is 70% or higher and is proctored through a secure examination site.

Once you successfully complete the certification exam, you must sign the Acceptance of Terms and Conditions of the Certification Candidate Agreement.

Step 5 – Maintain Certification Status

Once certified on a version of [your product version], certification on that version is permanent.


Certification requires recertification based on a reasonable time frame. The recertification is set according to either an appropriate time frame or event.

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Customer Obligations


Access to your course content, existing LMS, enrollment systems, CRM, Product  Analytics and some infrastructure software are necessary to architect an intelligent solution that takes advantage of automation and self-service whenever possible.


Your participation is key to the success of your certification program. Additionally, while we love repeat business, our goal is to set you up for continued success. For this engagement, it is strongly recommended that you dedicate a resource at least half-time.

Knowledge Transfer Sessions

We will complete several knowledge transfers and involve you with the review of all deliverables, financial planning documents (as a budget plan for initial development and ongoing sustainability are part of this offering). We can also provide coaching for executive presentations related to this engagement.

Included within the Statement of Work for the selected offerings for your organization will be details of the time commitments required of your organization’s resources to participate in workshops, planning sessions and development time needed from them in order to create the final recommendations document together with Education with Efficiency resources.

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