Gustavo López — Learning Experience Designer

Approach

I build learning like a product

Six disciplines, one goal: learning that people finish, remember, and actually use.

Instructional Design

Learning experiences people finish — not just courses.

Technical Writing

Documentation that reduces support requests and builds confidence.

Multimedia

Video, voice-over, animation and interactive demos.

AI-Assisted Workflows

Rapid research, prototyping, writing and visual production with human judgment.

Visual Storytelling

Photography taught me that clarity is visual before it's verbal.

Storytelling

People remember stories far longer than instructions.

About

I make product knowledge stick

I've spent the last five years turning technical complexity into learning people actually retain — first in customer-facing sales and support, now in instructional design for SaaS platforms.

At PagerDuty, I built AI-assisted content systems that cut content production time from weeks to days, then used that speed to ship a 13-module onboarding program and a 4-course Runbook Automation certification path. The work translated into over 1,000 enterprise engagements and a 42% lift in trial activation.

Before that, I ran sales enablement at Peek, mining Gong call data and Salesforce signals to find where customer-facing teams were actually getting stuck — and building the content to close that gap. My path started in operations at LATAM Airlines, which is where I learned to explain complicated systems to people under pressure, fast.

Problems I've Solved

Customer onboarding

Product adoption

Internal enablement

Technical documentation

Product launches

Interactive simulations

Video learning

AI-assisted content creation

Latest Work

Featured projects

Four programs, each built to solve a specific adoption problem — not just to check a training deliverable off a list.

Module 01 Onboarding Systems

13-module onboarding program, PagerDuty

Business challenge

New PagerDuty responders struggle to reach first value — platform depth meant the standard doc set couldn't carry activation on its own

My role

Instructional designer, owning curriculum architecture, storyboarding, SME interviews, and production across Articulate 360 and Skilljar.

Process

Mapped the full customer journey against product complexity, then built an AI-assisted content workflow to draft, iterate, and localize modules faster — reserving human review for accuracy and instructional quality.

13 modules shipped Faster time-to-value

Articulate Rise 360 Skilljar LMS Claude / GPT prompt workflows

Check the PD Foundations learning path online

Module 02 — Certification

Runbook Automation certification path

Business challenge

Automation demand was accelerating, but customers lacked a structured way to build proficiency, which slowed adoption of the platform's more advanced capabilities.

My role

Designed and produced the 4-course certification path end to end — curriculum, assessment design, hands-on learning experiences.

Process

Partnered directly with product and technical SMEs to validate scenario accuracy, then built scenario-based assessments so certification reflected real operational competence, not just content recall.

4-course path Scenario-based assessment

Articulate Rise 360 Adobe Premiere / Photoshop / Audition Skilljar

Check the RBA learning path online RBA Interactive Demo

Module 03 — Product Adoption

Interactive learning & localization

Business challenge

Prospects needed a faster way to experience the platform before engaging Sales, while the Japanese Customer Success team needed learning assets that felt naturally written for their market.

My role

Designed interactive product tours that served as both hands-on learning experiences for prospects and enablement assets for customers and internal teams — the featured AIOps tour below is one example. Partnered with the Japanese Customer Success team to create an AI-assisted localization workflow for learning content.

Process

Worked with Product to shape tour flows around real user scenarios and iteratively refined AI prompts with native reviewers until the localized content read naturally rather than like translated documentation.

1,000+ engagements +42% trial activation PM-partnered prioritization Natural AI localization

Articulate Rise 360 Product analytics Skilljar

AIOps Interactive Demo Localized Interactive Demo

Module 04 — Sales Enablement

Sales Playbook for Peek Pro

Business challenge

As the company scaled its sales organization, knowledge lived across onboarding sessions, tribal knowledge, and scattered documents. New hires needed a single source of truth that explained both the product and how to sell it.

My role

Designed and authored a comprehensive sales playbook covering customer personas, discovery, qualification, business development, messaging, and sales methodology, creating a structured enablement resource for the growing sales team.

Process

Consolidated product knowledge, sales best practices, and field experience into a narrative-driven guide with practical frameworks, conversation examples, and repeatable workflows that reps could use during onboarding and in the field.

13-chapter playbook Single source of truth Sales onboarding Enablement content system

Sales Enablement Technical Writing HTML/CSS

View Sales Playbook View Battlecard

Capabilities

What I bring to the room

Depth in the craft of instructional design, plus the technical range to ship it without waiting on a production team.

Credentials

Certifications

Formal training backing the craft — platform, GTM, and process methodology.

Photography

Seeing before writing

Photography taught me to remove distractions until only the story remains. The same instinct shapes every learning experience I design — find the one thing that matters, cut what doesn't.

Gustavo López crouched behind police tape, photographing a street scene in Venezuela.

Venezuela, 2007. Photo: Marcia Moreno.

Storytelling

Narrative first

I also write fiction. Good learning isn't information — it's narrative.

Experience

Career path

From airline operations to sales enablement to instructional design — each role built the judgment for the next.

PagerDuty

Instructional Designer | Technical Writer Aug 2023 – Jan 2026

Built AI-assisted content systems that cut content production time from weeks to days.
Engineered the prompt architecture behind that system — embedding curriculum methodology and PagerDuty style standards — establishing it as the team's production standard, adopted by fellow Instructional Designers and used to onboard the newest hire.
Architected the module, course, and learning-path hierarchy for onboarding and certification, aligning Product and technical SMEs to build within that structure.
Designed a 13-module onboarding program and a 4-course Runbook Automation certification path.
Created interactive product tours driving 1,000+ enterprise engagements and a 42% trial activation lift.
Co-administered Skilljar LMS — publishing, enrollment, reporting, and permissions.
Led localization initiatives and maintained technical accuracy across training assets.

Peek

Senior Sales Enablement Specialist Dec 2021 – Aug 2023

Mined Gong conversations and Salesforce data to identify knowledge gaps and target content updates.
Designed enablement content for ENT, MM, SMB, and BDR teams, standardizing new-hire ramp across four segments that had previously ramped inconsistently with no shared curriculum.
Translated Gong and Outreach insights into quarterly pitch and email updates, adopted org-wide as working scripts for Sales and BDR reps.
Facilitated live enablement sessions to reinforce new product knowledge and workflows.

Peek

Business Development Representative Mar 2021 – Nov 2021

Generated and qualified pipeline through prospecting and account research.
Built a working understanding of SaaS buyer needs that later shaped enablement content decisions.

LATAM Airlines

Passenger Care Executive | Sales Executive 2014 – 2020

Managed high-pressure operational situations requiring rapid, clear communication.
Recognized as a top performer in a high-volume, customer-facing sales environment.

Contact

I build the learning infrastructure that gets products adopted

Open to Senior/Staff Instructional Design and Learning Experience Lead roles — IC track — at SaaS and AI companies.

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