As a software business grows, each product tends to find its own expert: the person who knows every screen, every edge case and every past bug. That expertise is hard won, and when that person is away, everyone slows down.
Learning Pool, an e-learning company offering online learning platforms, content and analytics, saw this pattern in its Quality Assurance team. Daniel Owen, Team Lead, Quality Assurance, describes what changed in a vendor customer story published by Scribe.
What Learning Pool did
According to the undated Scribe story, Learning Pool adopted Scribe for its QA team. Testers click the capture button before starting a QA test, and Scribe documents each step and generates a step-by-step guide with screenshots. Every documented process for tickets and user guides now follows the same format. The team covers six products and grew to 18 QA analysts.
Owen puts it simply: "Time savings is the most important thing for us. It's been massive. I can record 150 steps in five minutes with Scribe." He also recalls how documentation used to go: "It could take an hour to document the steps for a ticket". These are two separate statements in the story, which gives no measured before and after comparison.
What it already gives the business
Learning Pool now captures process knowledge as a by-product of the work itself. The story says the documentation gives everyone a single source of truth, so product testing continues without relying on a sole person.
The benefit spread beyond QA. Rachel O'Donnell, also Team Lead, Quality Assurance, says: "One of the developers last week actually complimented our use of Scribe and how it's far easier to look at steps on the Scribe document". Owen adds: "Once we got our hands on it, we saw the benefits for the rest of the company."
The ExValu perspective, a hypothesis
Where a Company Brain could take it next
Recorded steps show what a tester clicked. The know-how that still sits in people's heads is the why: which areas break after a release, which customer setups cause trouble and which bugs are worth stopping a launch for.
A Company Brain could link the recorded guides to tickets, releases and those reasons, so a new analyst learns the risky spots of a product as well as its screens. That is our hypothesis to test against Learning Pool's own results.
What an owner and a buyer would look for
Track the share of recurring tasks with a current recorded guide, how long a new analyst takes to test a product alone and how many products still depend on one person.
A buyer checks whether quality holds when people change. Guides in one format, with owners and review dates, are evidence a buyer can open and test. Screen recordings can capture customer data, so test with dummy accounts and blur personal details before sharing.
The problem behind this case
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About this analysis
* The image is AI-generated and does not show Learning Pool staff. The facts and figures on this page come from the published source named below.
This is an independent ExValu analysis of a published case. Facts, figures and names are as reported in the source below, which our team checked on October 14, 2026. The ideas for next steps are our own perspective and make no claim about conditions inside Learning Pool. To request a correction or removal, write to [email protected].
Primary source: Vendor customer story, Scribe, undated. Available at scribe.com/customers/learningpool.