When EventsAir unveiled its most significant product redesign to date, it showed just how far the platform had evolved, but it also revealed a crucial gap. While the product experience had taken a leap forward, the customer learning journey had not kept pace.
As the redesigned platform went live, it became clear that the existing customer academy no longer reflected the modern, intuitive experience customers had come to expect from EventsAir. “Our customers found the learning process too drawn out, not flexible enough and not engaging,” recalls Renee Elliott, VP of Product.
Completion rates fell, drop-offs spiked, and Customer Success Managers (CSMs) found themselves spending valuable time on basic training rather than strategic enablement. “Those one-on-one sessions are valuable, but they should be reserved for higher-level problem solving. Spending that time on fundamentals wasn’t sustainable,” Elliott explains. Many learners relied on CSMs for basic tasks, limiting opportunities for advanced engagement.
EventsAir needed a modern customer academy that could deliver engaging, flexible content, simplify administration, and increase certification uptake.
Elliott and her team sought a partner, not just a content and software vendor - someone who could combine learning design expertise, technology, and strategic guidance. HowToo’s all-in-one solution, with an intuitive creator tool, expert design/strategy team, and scalable learning academy platform, was the natural fit.
Importantly, HowToo brought strategic insight to help EventsAir align the platform with clear learning outcomes, evidence-based design principles, and a multi-modal approach so every learner could engage in the way that suited them best. “We wanted more than just content creation; we wanted a partner who understood learning science, our customers’ needs, and could give us a platform to grow with,” Elliott says.
From day one, HowToo focused on business and learning outcomes, not just content delivery. The teams collaborated to develop interactive lessons, video, and scenario-based branching that would empower learners and centre on their needs and context. Meanwhile, the technology was designed to scale, integrate seamlessly, and simplify administration, ultimately helping EventsAir achieve its broader business objectives.
The project began with HowToo’s Learning Blueprint workshop, a deep dive into business objectives, learner personas, user journeys, accessibility requirements, and brand alignment.
The workshop surfaced critical insights that would shape the academy from the ground up. Customers valued autonomy and flexibility, wanting to move through content at their own pace and focus on what mattered most to them. Learning needed to address the “why” as much as the “what” and “how,” helping users understand context as well as process.
Engagement would come from scenario-based exercises, human context setting, and a variety of learning modes to provide both flexibility and personalisation. Integration with EventsAir’s platform was also essential to eliminate friction and make the experience seamless for users.
“These insights shaped every design decision,” Elliott recalls, “ensuring that every lesson, interaction, and pathway truly served our customers’ needs while aligning with our business goals.”
With a shared roadmap, EventsAir and HowToo moved into rapid, collaborative production. HowToo provided guidance, learning templates, best-practice frameworks, project management, and quality assurance, while the EventsAir team used those templates and guidance to build the lessons, contributed their deep knowledge of the platform, provided human-led videos, and brought unwavering commitment. Both teams shared this dedication throughout the process. Weekly stand-ups kept momentum high, and early learner testing validated key assumptions, ensuring accessibility, engagement, and brand consistency at every step.
Content was restructured so learners could navigate their own path toward desired outcomes, rather than following a rigid sequence. Interactive visuals and scenario-based challenges replaced monotonous slides, creating a more engaging, hands-on learning experience. To make the learning immediately relevant, the academy was embedded directly into EventsAir’s platform, allowing users to access courses in the same environment where they manage events. Single sign-on and a fully integrated ecosystem using HowToo’s robust API endpoints and webhooks, created seamless data sharing that removed barriers, ensuring learners could apply what they were learning in real time and see the platform’s features in context, enhancing both understanding and retention.
Despite the ambitious scope, the academy launched on time and on budget - just two months from kickoff to go-live. The result was a shared achievement, reflecting both HowToo’s expertise in learning design and EventsAir’s insights, creativity, product knowledge, human talent for videos and dedication. “The secret sauce was combining what we needed to impart with HowToo’s deep knowledge of learning design and their platform,” Elliott concludes. “Together we created something our customers truly value.”
The response to EventsAir’s new academy was immediate and measurable:
Our learners have shared overwhelmingly positive feedback about the new learning platform. Following are comments from EventsAir customers highlighting its ease of use, intuitiveness, and effectiveness in building skills:
“The new learning platform is very well done and easy to follow."
“Its been super intuitive and so far I’ve already learnt a heap of things I didn't know before."
“The Online learning is a great tool for anyone starting or wanting to keep their skills refreshed."
The academy has also been recognised in the press, strengthening EventsAir’s reputation as a leader in customer education and experience.
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Encouraged by early success, EventsAir plans to expand intermediate and advanced learning pathways, further embed the learning into the flow of the product, introduce digital credentials for public sharing, and explore AI-assisted content scaling.
The partnership with HowToo is also evolving, with both teams looking to grow the EventsAir academy further and collaborate on go-to-market strategies, including co-selling and integrating each other’s platforms into their respective customer bases. This next phase will also leverage deeper integrations across both technology ecosystems, enabling seamless data sharing, streamlined administration, and richer learner experiences across platforms.
To see the platform in action, watch the video below for a sample lesson:
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