Industry: Technology (SaaS)

Organization Size: ~10,000 Employees

The Challenge

A global SaaS organization was experiencing a surge in support tickets tied to its learning and development team. While the learning management system (LMS) was the visible point of failure, the underlying issue was less obvious.

Employees regularly encountered problems such as:

• Content freezing mid-session

• Accessibility gaps and lack of WCAG compliance

• Spelling and grammar errors in course materials

• Broken navigation and inconsistent user flows

These issues disrupted the learning experience, eroded trust in the platform, and drove a high volume of support requests.

The internal impact was significant:

• Employees supporting these tickets were spending ~25% of their time investigating issues and fixing them reactively

• A growing backlog of 80+ projects stalled, as teams lacked the capacity to focus on new initiatives

The organization was caught in a cycle—reacting to problems instead of moving the business forward.

The Insight

The team identified a critical root cause:

The issue wasn’t the LMS itself—it was the lack of rigorous testing during the design and implementation phases.

Content and features were being deployed without sufficient validation, allowing preventable errors and usability issues to reach end users.

The Approach

1. Embedding Testing into Design and Implementation

Testing became an integrated part of the workflow—not a final step. This included:

• Accessibility reviews to ensure WCAG compliance before release

• Content quality checks for accuracy, clarity, and consistency

• Functional testing to catch navigation and performance issues early

• Cross-browser testing across Google Chrome, Edge, and Safari

• Multi-device validation on desktop, laptop, and mobile devices

• A standardized testing rubric is used by all testers to ensure consistency and completeness

2. Incorporating a Robust UAT Phase Post-MVP

Following initial development, the team introduced a structured User Acceptance Testing (UAT) phase after MVP delivery. This ensured:

• Real-world validation before full release

• Early identification of edge cases and usability gaps

• Minimal rework required post-design and deployment

3. Establishing Clear Quality Standards

The team defined and enforced standards across accessibility, content accuracy, and user experience—ensuring consistency across all LMS components.

4. Creating Shared Accountability

Product, design, and engineering teams aligned around a single goal: delivering a seamless user experience. Quality was no longer owned by support—it was built into the process.

5. Using Support Data to Drive Continuous Improvement

Support tickets were analyzed for patterns, turning reactive data into proactive insights that informed future design and testing.

The Results

By addressing the root cause and strengthening upstream processes, the organization achieved:

• 60% reduction in LMS-related support tickets within 9 months

• Sustained and continuously improved results year over year

• Reclaimed significant team capacity previously lost to reactive support work

• Enabled teams to refocus on strategic initiatives and reduce project backlog

• Improved accessibility and compliance standards

• More consistent, reliable user experience

Key Takeaways

Support volume is often a symptom of deeper process gaps—not a resource problem.

By embedding robust testing and structured validation into the lifecycle, the organization didn’t just improve outcomes—it created a sustainable model for quality, reduced rework, and restored focus on innovation.

For leaders, the takeaway is clear:

You don’t scale support to keep up—you build systems that prevent the need for it.

Ready to Reduce Operational Drag in Your Organization

If your teams are stuck in reactive cycles—spending time fixing issues instead of moving forward—there’s a better way.

Schedule a Complimentary Consultation with me today.