Designing a learning experience that grows with the user—and the product.
The Challenge
Slow onboarding, overwhelmed support, and untapped product potential.
Following their acquisition by Google, Looker faced a challenge common to enterprise software: customers struggled to onboard efficiently, and the support team was overwhelmed with repeat questions. Training content was disjointed, discovery was difficult, and product value was being left on the table. Internally, teams knew they needed a learning experience that could meet the demands of a growing global customer base—tailored by role, adaptive in delivery, and connected through community.
"Looker’s learning experience was fragmented—resources were hard to find, and most users had to rely on support teams to get up to speed. We helped turn that around by designing a role-based, adaptive system that actually met users where they were. It felt like onboarding finally caught up to the product, and teams noticed the shift right away."
Our Approach
Reimagining education as an adaptive product layer—shaped by real user behavior
We co-designed a modular learning system that supports fluency across roles—using layered pathways, real-time guidance, and social learning to meet learners where they are. Shaped by user stories and behavioral patterns, the system adapts to roles and learning styles—surfacing just-in-time content through features like playlists, tips, and sandbox prompts.
Designed for Autonomy and Connection
Built for learner empowerment, Looker Connect offers self-directed pathways that adapt to individual roles and behaviors—surfacing just-in-time guidance in flow. A socially connected layer also brings in peer insights, staff picks, and community-driven resources—supporting shared learning, peer support, and a sense of belonging within the platform.
Personalized Learning JourneysEach learner’s path reflects their role, pace, and behavior—guiding them from foundational understanding to deeper product mastery without losing context.Modular Content StrategyLearning is delivered across structured modules—videos, documentation, task-based walkthroughs, and reference tools—each surfaced where and when it’s needed.Contextual Guidance in the Flow of WorkSmart right-rail feeds offer just-in-time learning moments—based on user behavior and intent, not just static curriculum.
Crafting the Interface
Form That Follows Learning
A system built to reduce friction, promote fluency, and support discovery Every interface element was designed to feel lightweight, intelligent, and supportive—minimizing distraction and encouraging continuous progress.
A Visual Tone That Speaks Progress, Not Complexity
The visual language avoided over-simplification, but never overwhelmed—balancing enterprise precision with intuitive usability.
A learning experiences that rewards curiosity
We introduced layout structures and interaction cues that let users explore without losing orientation—anchoring them in their journey while encouraging discovery.
The design system supported a wide range of content types—lesson modules, video playlists, guided walk-throughs, contextual tips, and field guides—flexing to learner needs and evolving content formats.
Community, Integrated by Design
The system brought learners into contact with more than just content—it connected them to people. From staff picks and peer-curated playlists to surfaced discussions and contextual tips, community wasn’t a separate destination. It was a built-in support layer, shaping discovery, reinforcing momentum, and grounding learning in shared experience.
The Results
Outcomes That Scale
The impact was immediate. The platform significantly reduced support tickets and time-to-proficiency. Enterprise beta surveys showed 80% of users found it significantly easier to learn Looker through Connect, and 73% reported a boost in their overall learning confidence. The work was recognized with the TSIA Star Innovation Award for Learning, and laid a strong foundation for the future of product education at Google Cloud.
"Looker’s learning experience was fragmented—resources were hard to find, and most users had to rely on support teams to get up to speed. We helped turn that around by designing a role-based, adaptive system that actually met users where they were. It felt like onboarding finally caught up to the product, and teams noticed the shift right away."
Looker Learning Platform
The Results
Outcomes That Scale
The impact was immediate. The platform significantly reduced support tickets and time-to-proficiency. Enterprise beta surveys showed 80% of users found it significantly easier to learn Looker through Connect, and 73% reported a boost in their overall learning confidence. The work was recognized with the TSIA Star Innovation Award for Learning, and laid a strong foundation for the future of product education at Google Cloud.
What it Meant
The force behind faster adoption
Looker Connect proved that adaptive learning and community insight aren’t add-ons—they’re essential to driving adoption and building confidence. By combining customizable journeys with peer-driven support, the platform helped users move faster, feel more capable, and stay connected. It transformed a support-heavy experience into a role-based, behaviorally adaptive system that elevated learning into a product advantage—and laid the foundation for how education is delivered at scale across Google Cloud.
