Intapp
DMS
Tax, BSG & A&A Practice-Specific Training
Course
Areas
Modules
Following PKF O'Connor Davies' migration to Intapp DMS, employees had already completed foundational system training. However, Tax, Business Services Group (BSG), and Assurance & Advisory (A&A) teams were still encountering real-world questions once they began using the platform on actual client engagements.
Rather than reteaching the software, I designed a practice-specific reinforcement course that addressed the situations employees experienced after the baseline training ended.
The result was a 60-minute eLearning course focused on decision-making, document governance, retention policies, and practice-specific workflows across Tax, BSG, and A&A.
Baseline training successfully introduced Intapp DMS. The problem was what happened after employees started doing real work. Users struggled with questions like:
These weren't software questions.
They were workflow questions.
Those questions directly impacted:
I owned the learning experience from beginning to end.
While reviewing SME interviews, I realized something important. The software wasn't difficult. The rules surrounding the software were. Employees weren't forgetting buttons. They were unsure about:
- System boundaries
- Document ownership
- Retention rules
- Practice differences
- Exceptions
- Migration changes
That changed my entire instructional strategy.
Instead of creating another software tutorial, I created a decision-support course.
Rather than overwhelming learners with every feature of Intapp DMS, I focused on the highest-risk decisions employees make every day. Each lesson answers one practical question. Examples include:
The course follows a logical progression from broad concepts to increasingly specific scenarios. Rather than organizing by software feature, I organized content around the mental models employees use while working.
One of my favorite design decisions in this project is something most people never notice. Every lesson answers a single question. That subtle shift dramatically reduces cognitive load. Learners leave each lesson with one clear takeaway before moving to the next.
Another intentional decision was respecting learner experience. The audience had already completed baseline training. I avoided repeating information they already knew. Instead, the course reinforced:
Visually, I kept the interface clean and professional. The interface supports comprehension instead of competing for attention.
- Large typography
- Generous white space
- Consistent lesson layouts
- Blue branding aligned with the firm's visual identity
- High contrast for readability
- Simple diagrams instead of dense documentation
- Optional narration for accessibility
Rather than memorization, learners build confidence through repeated exposure to realistic decisions. The course combines several instructional techniques:
This course helped bridge the gap between system training and real-world application. Instead of increasing feature knowledge, it increased confidence in:
This project reinforced an important lesson for me as a learning experience designer: The hardest part of learning isn't understanding software. It's understanding the decisions people must make while using it.
By shifting the focus from "how Intapp works" to "how work flows through Intapp," I created an experience that supported employees long after their initial onboarding was complete.
Protecting Client Confidentiality
Throughout my career, I’ve partnered with organizations across healthcare, financial services, technology, and telecommunications to design learning experiences, digital products, and communication campaigns.
Because much of this work contains proprietary information, internal processes, or confidential business content, the portfolio examples presented here have been selectively edited. Rather than displaying complete courses or full project deliverables, I’ve included representative sections that demonstrate my design thinking, creative approach, and technical execution while honoring the confidentiality and trust of the organizations I’ve worked with.
Protecting client information is just as important as showcasing my work.