Fantastic at first, eventually we grew faster than the tool did.
September 19, 2020

Fantastic at first, eventually we grew faster than the tool did.

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Adobe Captivate Prime

We use Captivate Prime to house courses for our external community users. We used a mix model of self-paced and live event content. We use a Single-Sign-On (SSO ) solution to create a smoother integration with our main website for our users. We have also leveraged the API to create a custom Learning Dashboard to help our community users track their progress towards our Professional Certificates.
  • Simple and clean layout from a user perspective
  • All content can be played within the system, not using external players
  • Some nice options in include live virtual events and offline in-person events
  • Very limited availability to format copy in places like the course description field
  • Improvements the frontend have been slow to come over the past few years
  • Support has progressively gotten worse. Leaving our ability to deliver courses crippled for weeks at a time on multiple occasions.
  • Would love to see any level of control over what the frontend experience looks like. Minimal options on their dashboard but other than those fe checkboxes you can drop in your logo and that is it.
  • As our first LMS it did help us improve engagement and completion rates
  • It helped us step into a more polished experience for our community
  • The pricing model worked initially but eventually didn't match our use case and began to be far too expensive
We self-guided ourselves through initial implementation within a 6 week window. Very assertive timeline but we got it rolled out. However, to get fully up-to-speed and integrated with our website we needed to do a fair bit if custom work on our end. Initially Adobe was very supportive form a customer service standpoint and even had some of their developers work directly with our team to develop these solutions. Some of them even made it into future releases to be used by others. Gradually over time we "high-touch" support faded and we now get very standard and useless support at best. I suspect that it had to do with the tool be relatively new when we first signed up and three years on it is no longer new and they are not as actively trying to pursue new, smaller contracts like ours. I suspect a new customer now would fall into the later part of our experience rather than our initial rollout.
Clear and easy to understand yes. We did the ala cate option. Flexible, no. You get locked in on an annual basis. There is an option to cancel these agreements but they make it nearly impossible to figure out how to do. In fact, customer service once sent me a link to a page to explain how to do it and all that page said was to contact customer service directly to cancel. So easy to get into, difficult to manage or get out of.
As previously shared, when we initially signed on three years ago and the tool was new customer support was remarkable. We would get support via live humans and they were able to easily help us resolve problems. Even offering direct access to developers at times. It was one of the things I most often recommended to others as part of why we used the tool. It has since faded and I now use Adobe as an example of the worst possible example of customer support and part of why we are moving away form the tool.
Customer Education
We intentionally wanted a solution that did not have an ecommerce aspect as we run that through our website. We wanted something where all player actions happened in the main window and allowed us to slowly scale up our users licenses as we grew our new program. We also had a requirement that the system allowed us to focus on the use of our own original content and not on prebuilt stock content. Adobe was the best fit based on these requirements.
It is really well suited as an internally facing LMS where you have repeating content that you simple run new groups of folks through. Scenarios that do not require any social learning and you have the resources to create any interactive elements in external tools. If you need to use it for external participants we found we need to start coming up with workaround solutions to a number of our problems. We found ways to use the system but it wasn't really working for us as it was intended.

Adobe Learning Manager Feature Ratings

Course authoring
Progress tracking & certifications
Learning administration
Learning reporting & analytics
Social learning

Using Adobe Captivate Prime

3 - Program Team
2 - 
  • Admin knowledge of the system
  • Ability to use external tools to create interactive content
  • Course planning and development
  • External Participant Training
  • We are very straightforward in our use of the tool and have innovated with our live virtual events that happen outside of the tool
  • We are moving away from the tool
We are no longer happy with the tool as it is not meeting our needs and lacks the capacity to help us reach our program goals. As such we are moving to a different tool.