Case study · Social enterprise — job seeking programme
Fewer support queries, happier learners — from day one
New learners were arriving on a job-seeking programme with the same recurring questions about how to use the course. A purpose-built orientation resource, delivered before they even logged in, reduced support queries and gave every learner a confident start.
THE CHALLENGE
The same questions, over and over again
New learners joining the programme were regularly getting in touch with the same questions before they had even started: how do I access the LMS? How do I use the course? What do I need to do to complete it? How do I get my certificate? These were preventable queries — the kind that slow down facilitators and create unnecessary friction for learners who are already nervous about starting something new. The solution needed to be simple, accessible, and reach learners before the questions arose.
MY APPROACH
Understand the questions, then answer them proactively
Rather than updating a FAQ page or sending a longer welcome email, I analysed the most common support queries and built a dedicated orientation resource that could be shared directly with learners as part of their welcome communication.
01
Built a tracking dashboard
02
Analysed drop-off patterns
Measured registration vs attendance, identified who showed up initially but left early, tracked when they left, and compared attendance week by week across the course duration.
03
Compared courses to each other
Benchmarked the three courses against one another to surface patterns — identifying which approaches were working and which weren't.
04
Implemented solutions iteratively
Made changes as issues were identified over 12 months, rather than a single one-off intervention — allowing each change to be tested and refined in practice.
Before
65%
Course completion rate — a significant number of registered learners were dropping out before finishing
AFTER
90%
Course completion rate achieved within 12 months through data-led interventions and systematic follow-up
SOLUTIONS IMPLEMENTED
Practical changes that made a measurable difference
- Standardised communication across the course from each facilitator, ensuring a consistent learner experience
- Added the eLearning link to live session reminder emails so learners always had easy access
- Added an eLearning reminder to the final slide of each live session deck
- Included both the live session link and eLearning link in the welcome email from day one
- Increased and more timely follow-up by phone and email with learners who registered but hadn't started
- Introduced deferral dates as an option for learners who couldn't start as planned, reducing outright drop-out
THE RESULTS
A 25-point jump in completion — sustained over time
Over 12 months of iterative data collection and targeted interventions, course completion rates rose from 65% to 90%. Beyond the headline figure, the organisation now had a systematic way of understanding learner behaviour — and the tools to act on it quickly when engagement dropped.
+25%
increase in course completion rate over 12 months
12 mo.
of data gathered and acted on iteratively
3 courses
improved using a unified Aproach
ADDITIONAL OUTOMES
- Systematic check-ins on course outcomes implemented at 6, 9, and 12 months post-completion
- Outcome data collected and analysed to understand real-world impact on job-seeking success
- Facilitators aligned on communication standards, improving the consistency of the learner experience across all courses
- Organisation left with a reusable tracking and intervention framework for future programmes
Struggling with learner drop-off?
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