Case Study: Coursera scales and automates user onboarding during COVID-19 with Pendo

How Coursera scaled with Pendo to meet surging demand during COVID-19

Coursera, a leader in online education, experienced a sudden surge of learners and university partners when COVID-19 pushed instruction online. The company had to rapidly onboard large numbers of students and instructors—many of whom were new to online teaching—and automate what had been a manual, time-consuming onboarding and engagement process.

Coursera implemented Pendo’s in-app guidance, messaging, analytics and surveys to automate onboarding flows, send targeted nudges (for example directing new students to the first lecture), monitor engagement, A/B test UX, and gather feedback that informed feature changes like Google Docs quiz imports. The result was faster, scalable onboarding, higher adoption and instructor satisfaction, data-driven product prioritization, and improved student pathways toward course completion.

Coursera

Jenny Wolochow

Senior Product Manager