Checkr Academy
Checkr provides solutions that streamline the background check process and promotes fair review of job candidates. Hiring is a highly regulated space with complex workflows—I aimed to help customers meet compliance standards and mitigate friction in their work.
This included supporting the launch of Checkr Academy, an ecosystem of on-demand learning, tutorial videos, live training, and certificate courses.
Output
Role-based tutorial videos
Compliance training
Fair Assessment Certificate
Virtual Reentry Simulation
Responsible
Design strategy
User/learner journeys
Development & testing
Project roadmap
Summary
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Hiring and background check processing is highly regulated, complex, and subjective to industry, location, and many other contingencies. Checkr users need to know how to use Checkr’s technology, but also how to make compliant hiring decisions. Outside Checkr’s help center and blog, customers had little access to self-serve product and compliance learning.
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To kickstart Checkr’s customer education program, we identified key product and compliance knowledge that users would need to productively use and champion Checkr. We started with building foundational education on Checkr skills and fair chance hiring principles for key personas: end users (candidate reviewers) and Checkr Admins.
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2 certificate courses (coupled with SHRM credits), 3 role-based learning paths (Admins, End Users, and Partners), and scalable onsite enablement.
Since the launch of Checkr Academy, we saw decreases in inbound customer support contact tickets and escalations, faster ticket resolutions, and shorter ramps in customer enablement and time-to-value. We also leveraged the program to position Checkr as a thought leader in fair chance hiring. -
Authoring: Articulate 360, Figma, Camtasia, Vidyard, Illustrator & InDesign
Hosting & Credentialing: SkillJar
Hiring and background check processing is highly regulated, complex, and subjective to industry, location, and many other contingencies. Checkr users need to know how to use Checkr’s technology, but also how to make productive and compliant hiring decisions.
During the early stages of Checkr, relevant compliance education was only available via instructor-led training for enterprise accounts.
For lower-touch customer tiers, the only self-serve education available was mainly the Checkr Help Center, Blog, and contacting Customer Support. There was no cohesive or scalable infrastructure catering to their varying knowledge needs.
The Problem
Personalized learning
Checkr customers vary widely by industry, size, hiring volume, location, and role, and many are not able to self-diagnose and prescribe the right education for them.
To attend to this range, courses are embedded with pre-assessment activities that decipher and assign relevant content to learners.
Checkr Academy
As part of Checkr’s first generation customer education team, I led the instructional design strategy to help launch Checkr Academy’s catalog of self-serve learning content, webinars, and in-person training.
We kickstarted with foundational education on Checkr skills and fair chance hiring principles for key personas: end users (candidate reviewers) and Checkr Admins.
Product education
Our research indicated users wanted a safe space to learn how to navigate Checkr.
To enable hands-on learning, I led the design of a product simulation with built-in guided instruction and activities to help scaffold skills development.
Compliance education
The compliance knowledge needed to navigate hiring can be quite complex and subjective—to help learners understand its value and relevance, courses are embedded with:
Storytelling elements to reinforce value, relevance, and retention. This includes short examples to entire journeys of real and fictitious case studies.
Multiple opportunities to practice via simulation exercises, scenario-based activities, and assessments.
The Solution
Checkr Academy served as a competitive edge and positioned Checkr as a thought leader in fair chance hiring.
After the launch of the Fair Reviewer Certificate, the course was validated by the Society for Human Resource Management (SHRM) as an industry standard and enabled it with Professional Development Credits.