Case Study I - Scalable Learning Design Framework for an Accounts Receivables tool - A Collections tool
Objective:
Facilitate seamless adoption of the new tool, ensuring operational readiness and minimal disruption, while empowering employees to confidently transition from legacy systems to the new platform.
Identified Solution
Placing a learning strategy in alignment with the product's ADKAR( Awareness - Desire - Knowledge - Ability - Reinforcement) change management model.
Design and Development
Designed Role-Based, Self-Paced Learning Journeys:
Associates: Structured 15-30-45-day modules incorporating videos, simulations, and instructor-led sessions, culminating in a "License to Operate" (LTO).
Managers: Comprehensive 60-day training featuring advanced operational activities.
Tool Confidence Testing: Developed a "Try-Me" simulation exercise, providing a mock environment to practice real-world scenarios. This ensures thorough knowledge validation and readiness for LTO certification.
Supporting Change Management Through Enhanced Knowledge Sharing and Communication:
Quick Learning Nuggets: Developed microlearning modules on tool enhancements, hosted on the Knowledge Management System (KMS), and communicated via email. These bite-sized resources ensured quick knowledge transfer, aligned seamlessly with product updates and releases, and minimized resistance to change.
Ambassador Program: Launched an initiative involving expert associates in User Acceptance Testing (UAT) and feature demonstrations. This program fostered peer advocacy, built trust, and increased confidence among employees during the transition process.
Automated Communication: Implemented an automated communication system to schedule updates in sync with release dates, ensuring timely information delivery while reducing message dilution. This streamlined approach maintained clarity and consistency throughout the change management process.
Measuring Learning Success and Business Impact:
Comprehensive Learning Metric Dashboard: Designed a dashboard to track key metrics such as completion rates, engagement, quiz scores, retention, and NPS (consistently exceeding 95%).
Success Indicators: Identified short-term and long-term indicators to evaluate the effectiveness of learning programs, demonstrating their impact on business outcomes.
Boosting Productivity: Highlighted increased productivity and performance as a result of the confidence employees gained through targeted training initiatives.
My Role:
Designed the framework, led onboarding, and managed a team to develop content, execute strategies, and conduct sessions.
Outcome:
Achieved high engagement, readiness, and productivity across all teams, reducing onboarding time significantly.
Tools Used:
Articulate Storyline, Captivate, Rise, LMS, KMS, and Agile methodologies and in-line communications.
Success Speaks
The Accounts Payable product team sought to replicate the model, highlighting its proven success.