Case Study - AS/400 Technical Studio Transformation: Accessible Training for Complex Systems
At IBM’s Technical Studio, Phil GeLinas transformed the way non-technical customers learned to configure and operate IBM’s AS/400 mid-range business servers. By rethinking instructional design, integrating multimedia, and focusing on clarity, the project bridged the gap between complex system capabilities and real-world user success.
- Client
- IBM
- Year
- Service
- Technical Documentation, User Enablement, Instructional Design
IBM’s AS/400 mid-range servers were powerful and versatile—but notoriously difficult for non-technical business users to configure and operate. Support teams were overwhelmed, and customers often relied on costly service calls. The challenge was to deliver training that translated complex technical capabilities into accessible, actionable knowledge for everyday operators.
What We Did
- Instructional Design
- Technical Documentation
- Multimedia Training
- User Enablement
- Redesigned training materials from the ground up, focusing on clarity, simplicity, and real-world relevance.
- Integrated multimedia elements—diagrams, animations, and visual walkthroughs—to support multiple learning styles.
- Worked closely with SMEs and engineers to validate content accuracy while simplifying complex processes.
- Built scenario-driven exercises that mirrored actual business tasks, enabling immediate application of skills.
- Delivered documentation at enterprise scale, supporting a diverse, global customer base.
Program managers observed that the training materials made complex legacy systems approachable for non-technical users—reducing support load and increasing user confidence.
Source: Training program feedback and support analytics
Documentation: Training feedback surveys and support ticket trend analysis
Disclaimer: Recollection from project documentation; not a direct quote
(Delivered prior to founding Vectorworx in November 2024 — using the same production-proven methods we use today.)
- Reduction in support calls
- 40%Reduction in support calls
- Business users trained
- 1000+Business users trained
- Increase in self-service task completion
- 2xIncrease in self-service task completion
- Reach across multiple industries
- GlobalReach across multiple industries
Results
- Support call volume reduced as customers became more self-sufficient.
- Training scaled globally, reaching thousands of users in multiple industries.
- Increased adoption of advanced AS/400 features previously underutilized.
- Improved customer satisfaction through clearer, faster onboarding.
Need to make complex systems accessible for non-technical audiences? Contact Vectorworx to turn complexity into clarity.
Why It Worked
By combining technical accuracy with instructional design principles, the IBM AS/400 Technical Studio empowered non-technical users to master complex systems. The result: happier customers, reduced support costs, and better utilization of IBM’s technology investments.
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