“We always envisioned people loving it, but we knew we had to test it first. UAT wasn’t optional — it was fundamental.”

JP Pitta, Senior Learning Partner, FreshBooks

Prior to Learn Amp, FreshBooks’ LMS was used purely for transactional compliance — a place to “check the box” on training, with little visibility, engagement, or connection to broader development goals.

Key pain points included:

• Decentralised Learning Programs: Content was scattered across Google Drive, shared folders, and third-party systems.
• Minimal Data & Insight: Reporting limitations made it difficult to prove ROI or adapt programs.
• Manual Admin Load: L&D teams were spending countless hours tracking completions and sending reminders.
• Limited Skill Visibility: No clear path for employees or managers to identify, grow, or align skills with roles and opportunities.

When the team revisited their LMS selection in 2022, Learn Amp’s focus on skills, role visibility, and partnership stood out.

“We didn’t want another tool to deliver content. We wanted a platform that would help us diagnose skill gaps, streamline operations, and empower people to own their development.”

JP Pitta, Senior Learning Partner, FreshBooks

Internal Discovery & Content Transformation

The first phase of UAT happened before a single external user logged into Learn Amp. The FreshBooks L&D team, led by JP, began by reviewing and rethinking all their existing content. This included:

• Exporting courses from the previous LMS.
• Rebuilding materials in Articulate 360 and Learn Amp’s native tools.
• Mapping every learning program to core business needs.
• Prototyping how these programs would look, function, and report inside Learn Amp.

This exercise alone surfaced multiple gaps in assumptions  — particularly around automation, content visibility, and how events and blended learning were managed in the platform.

Pilot Planning: Strategic Group Selection

FreshBooks chose to run their UAT during compliance season. This ensured mandatory user engagement. They handpicked ~100 participants from different departments, roles, and technical comfort levels.

Crucially, this pilot wasn’t just a “test.” It was designed as a real rollout, with real content and real stakes.

Key criteria for UAT group selection:

• Must represent a cross-section of the company.
• Must have learning activities to complete during the test period.
• Must include managers and front-line employees for a broader perspective.

Enabling the Pilot Group for Success

To guide the pilot group, the team developed a suite of resources:

• Internal FAQs and Confluence pages tailored to user roles.
• Introductory videos to walk users through the platform and key workflows.
• Surveys and quizzes embedded into onboarding to validate setup (e.g., time zones, account activation).
• Live support channels for users to ask questions and surface bugs.

This was not just about observing user behaviour — it was about engaging them and inviting feedback in real time.

Post-UAT Launch: A Foundation for Scaled Success

Thanks to their deliberate UAT process, FreshBooks was able to launch Learn Amp across the organization with confidence.

The platform became a central hub for:

• Compliance tracking
• Learning programs
• Internal comms and events
• Skill mapping
• Manager reporting and development planning

Because the UAT process had already tested and refined workflows, the full rollout went live with minimal last-minute changes and far fewer support issues.

“Because of the pilot, we already knew what would happen. That data gave us confidence — and made our comms sharper.”

JP Pitta, Senior Learning Partner, FreshBooks

Preparing for the Next Phase: Manager Enablement and Skills

The next milestone for FreshBooks is to unlock the full power of Learn Amp’s skills features — but they’re approaching it with the same methodology:

• Start with Managers: These users will pilot reporting tools and skills functionality before wider rollout.
• Provide Pre-Built Reports & Examples: These templates will help teams understand what’s possible before building their own.
• Educate & Empower: The focus is on self-sufficiency, with updated FAQs and proactive support to reduce L&D bottlenecks.

This future-facing strategy shows how UAT is not a one-off phase — it’s a mindset that can be applied to every new initiative.

Culture as an Enabler: Feedback, Trust, and Transparency

What made UAT at FreshBooks so successful wasn’t just planning — it was culture.

FreshBooks has embedded a culture of feedback across its organization:

• Feedback is requested early and often, not just at the end of a project.
• All L&D programs include open feedback mechanisms.
• Employees are encouraged to speak candidly and constructively, without fear of retribution.
• Leadership modelling and internal training on feedback principles support this environment.

“You can’t build an FAQ until you get questions. So we launched with an empty FAQ — and let the feedback shape it.”Store Partner

JP Pitta, Senior Learning Partner, FreshBooks

Whether you’re a startup or a global brand, UAT can determine the difference between a bumpy launch and a strategic transformation. From FreshBooks’ experience, here are five actionable lessons:

1. Run UAT — Always

Even if it’s 5–10 people, get actual users to test with real workflows and deadlines. It reveals insights you’ll never catch in admin view.

2. Design Feedback Channels Upfront

Don’t wait to be asked. Use forms, surveys, direct channels, and feedback-friendly language to capture pain points and suggestions.

3. Select Your Group Strategically

Choose a mix of departments, seniority levels, and tech confidence. And tie testing to real content — not theoretical tasks.

4. Use UAT Data to Shape Launch Strategy

Analyze what worked in the pilot — and let that inform timelines, support needs, and comms for the full rollout.

5. Embed the UAT Mindset into Future Rollouts

UAT isn’t a one-time task. Apply the same test-refine-deploy model to every new feature or initiative.

FreshBooks’ Learn Amp launch wasn’t just a technical implementation; it was a cultural milestone. By treating UAT as a strategic phase rather than a checkbox, they created a smoother rollout, a stronger partnership with Learn Amp, and a model for how thoughtful change management can drive results.