GoPro HERO 5 Training Program
Building scalable training systems that elevated agent confidence and reduced support escalations
Overview
As GoPro launched the HERO 5 Black and Session cameras—their most advanced consumer products to date—the company needed to ensure global call center teams could confidently support these feature-rich devices. I designed and delivered comprehensive training programs that transformed how support agents learned about products, troubleshot issues, and served customers.
This wasn't just about teaching camera features. It was about building a scalable training system with standardized protocols, device-specific playbooks, and structured knowledge that could be replicated across multiple call centers and onboard new hires efficiently.
The Challenge
Complex Product Launch
HERO 5 cameras introduced advanced features like voice control, Protune, WDR, and simplified touch interfaces—agents needed deep technical knowledge to support customers effectively
Distributed Teams
Support agents were spread across multiple call centers in Utah and Texas, requiring consistent training delivery and standardized troubleshooting approaches
High Escalation Rates
Without structured guidance, agents escalated issues they could resolve themselves, creating bottlenecks and inconsistent customer experiences
Device-Specific Quirks
HERO 5 Black and Session had unique behaviors and update requirements that confused both agents and customers without proper context
My Approach
Structured Curriculum
Created a 30-minute hands-on training checklist covering everything from basic operations to advanced troubleshooting
Standardized Protocols
Developed consistent troubleshooting frameworks that agents could follow for any issue, reducing guesswork
Device Playbooks
Built separate guides for HERO 5 Black and Session, addressing device-specific issues and recovery procedures
Knowledge Base Content
Created curated articles on Confluence and Help Scout that agents could reference during calls
On-Site Training
Traveled to call centers to deliver interactive, hands-on sessions with real hardware
Scalable System
Designed materials that could be used to train new hires without requiring my presence
The 30-Minute Training Checklist
Every agent completed this comprehensive checklist before taking customer calls. Each session was hands-on with actual cameras, ensuring agents developed muscle memory and confidence.
Core Competencies
Troubleshooting Framework
I developed a structured diagnostic approach that agents followed for every support case. This reduced escalations and ensured consistent problem-solving across teams.
Environmental
Temperature, moisture, lighting conditions
Educational
User error, setup misunderstandings
Software
Firmware, app pairing, updates
Hardware
Physical defects, component failure
"Remove accessories, SD cards, and cables to isolate the root cause before escalating. This one principle reduced our escalation rate significantly."
Device-Specific Playbooks
Each camera had unique behaviors and common issues. I created tailored guides that agents could quickly reference.
HERO 5 Black
Touch screen model with advanced UI
- Touch Screen Freezes: Perform hard reset (hold Mode button 10 seconds); Use two-button navigation when wet
- Power Management: Insert battery BEFORE connecting USB to prevent power-cycling loops
- Image Quality (Pink Hues): Disable WDR in warm/indoor lighting; Use WDR only for high-contrast outdoor scenes
- Common Recovery: Hard reset → Remove accessories → Check WDR settings
HERO 5 Session
Compact cube design without screen
- Frame Defect Exception: Check serial number against known defect list; Offer one-time replacement without troubleshooting
- Update Recovery (Frozen Mid-Update): Wait 5 minutes for timeout; Hard reset; Restart with fresh SD card
- No Screen Navigation: Rely on LED status indicators and beep patterns for diagnostics
- Status Indicators: Teach agents to interpret LED/beep combinations for troubleshooting
Demystifying Camera Behaviors
Many support cases stemmed from users (and agents) not understanding normal camera behaviors. I created clear explanations that agents could use to reassure customers:
Appears during boot sequence; Wait 10-15 seconds for initialization
From sub-second recordings; Camera needs 1+ second to create valid file
Battery must be above 50% and connected to power during entire update
Normal database files; Disappear after SD card reformat
Impact & Results
Increased First-Call Resolution
Standardized troubleshooting scripts gave agents confidence to resolve issues without escalating to Tier 2 support
Faster Onboarding
New hires could complete training in days rather than weeks using structured playbooks and checklists
Consistent Experience
Customers received uniform support regardless of which call center or agent they reached
Agent Confidence
Hands-on training and clear documentation empowered agents to handle complex technical issues
Scalable Knowledge
Created reusable training materials that supported multiple product launches beyond HERO 5
Reduced Training Time
30-minute structured checklist replaced days of unstructured product familiarization
Key Takeaways
Systems Beat One-Offs
Creating frameworks and playbooks that could be reused was more valuable than ad-hoc training sessions. The system scaled beyond my direct involvement.
Hands-On Builds Confidence
Agents who physically handled cameras and practiced troubleshooting retained information better than those who only read documentation.
Structured Diagnostics Reduce Escalations
Teaching agents to classify problems (environmental, educational, software, hardware) gave them a clear path to resolution.
Context Reduces Support Cases
Explaining why cameras behave certain ways (like "BUSY" status or 0 KB files) helped agents reassure customers and close cases faster.
Device-Specific Guidance Matters
HERO 5 Black and Session had different issues and solutions. Tailored playbooks prevented agents from applying the wrong fix.
Training Is Information Architecture
Good training design is really about organizing information logically—chunking content, creating hierarchies, and making knowledge accessible when needed.
"This experience taught me that great training isn't just about transferring information—it's about building systems that empower people to solve problems independently and consistently. The principles I learned here informed my later work in information architecture and content design."