Automated User Engagement & Support Workflow (SharePoint + Power Automate)

In my sector, we manage a limited pool of software licenses, and historically the process for checking whether people still needed their license was messy, inconsistent, and very manual. My team gets pinged constantly for updates, use‑case info, and “who still needs what,” and there was no centralized place for any of it.

So I built a system that solves all of that — and it ended up being a lot more instructional‑design‑aligned than I expected.

I created a dedicated SharePoint site that acts as a clean, structured hub for license information, onboarding resources, and recurring user check‑ins. The system uses SharePoint lists, an MS Form, and Power Automate to create a predictable, user‑friendly workflow that supports people throughout their license lifecycle.

From an instructional design perspective, this project is really about making information accessible, reducing cognitive load, and building a repeatable engagement cycle that keeps users informed and leadership supplied with the data they need.

What I Designed

• A SharePoint site that organizes everything clearly

• A user list that tracks license status and engagement

• A form that captures usage, frequency, sector, and use cases

• Automated onboarding emails with resource links

• Quarterly check‑ins that reinforce expectations

• Behavior‑triggered communication (like downgrade notifications)

• A clean audit trail for leadership

This is essentially a performance support system wrapped in automation.

Why This Matters for Instructional Design

Even though this wasn’t a “course,” it required the same skills:

• Needs analysis: understanding what leadership needed and what users struggled with

• Information architecture: structuring SharePoint so people can actually find things

• UX design: making the form simple and the workflow predictable

• Performance support: giving users resources right when they need them

• Reinforcement cycles: quarterly check‑ins keep expectations clear

• Data‑driven decisions: leadership gets consistent use‑case data

It’s instructional design applied to operations.

Impact

• Users get clear onboarding and resources

• My team gets fewer pings

• Leadership gets structured data

• Licenses stop being wasted

• The process becomes predictable instead of chaotic

• Everything is centralized and easy to reference

This project shows how I blend SharePoint, automation, and learning‑focused design to create systems that actually make people’s jobs easier.