Mashgin University.
Product Education at Global Scale.
Role: Founder & Program Lead (Strategy, Curriculum, Production, Rollout)
Audience: Kiosk operators, enterprise customers, Customer Success, Sales
Objective: Reduce support load, accelerate onboarding, increase enterprise confidence
Context
By 2025, Mashgin had scaled to over 6,500 kiosks globally, processing 100+ million transactions per month. With that growth came operational strain: approximately 8,000 support tickets per month, many tied to onboarding, configuration, and repeatable education issues.
The product was intuitive — but not self-sufficient at scale.
Support teams were overloaded. Enterprise customers expected structured training. Sales needed confidence that deployments would not create operational friction.
The organization had reached a tipping point.
The Mashgin University highlight reel opens on a Mashgin kiosk’s touchscreen as a training video plays, showing a clear, step-by-step guide to scanning, configuration, and maintenance.
Challenge
Several internal assumptions stood in the way:
“Support can handle it.”
“The product is already easy to use.”
“Formal education isn’t necessary.”
Yet the ticket volume told a different story.
The challenge was not just to create training videos — it was to design a scalable education system embedded directly into the product experience, without additional budget and without slowing deployment velocity.
Strategy
Mashgin University was conceived as a self-serve, product-native learning system.
Core strategic pillars:
Embed training directly into the kiosk UI
Learning should happen where the product lives.Modular, short-form design
55 concise, task-specific modules covering setup, troubleshooting, and best practices.Global accessibility
Deployed across:Kiosk interface
Mashgin Cloud platform
Mashgin website
Customer Success onboarding workflows
Reduce dependency on human support
Shift education from reactive to proactive.
This was not content for marketing — it was infrastructure.
Execution
I led the initiative end-to-end:
Conceived and pitched the program internally
Designed the full 55-part curriculum
Edited scripts and shaped instructional clarity
Directed and produced all video modules
Coordinated with product and engineering to integrate training directly into the kiosk UI
Owned global rollout strategy
The production was executed with a lean, four-person ad-hoc team and close collaboration with Customer Success and Engineering.
This required cross-functional alignment, operational planning, and internal advocacy — not just creative execution.
Outcome
The impact was measurable and immediate:
30% reduction in education-related support tickets year-over-year
Deployed across all 6,500 kiosks globally
Reduced onboarding time for new enterprise customers
Increased enterprise buyer confidence in large-scale deployment
Adopted by Sales as a demo proof point to showcase structured enablement
Mashgin University transformed product education from a support burden into a scalable system.
What began as a content initiative became an operational multiplier — reducing strain, increasing confidence, and supporting enterprise growth.