This video case illustrates the key achievements of the Learning Platform after we applied our service vision. Animated by me, starring and voiced by one of my colleagues on this project, Hal.
THE CHALLENGE
What do you think of when someone says the phrase ‘mandatory corporate training’ to you? Yeah. I thought so. In a nut shell, our challenge was to create a white label corporate training platform that was engaging and could be easily adapted to fit a variety of brand styles.
We had to find a way of cutting through the noise of having 10+ training delivery methods, a mixture of mandatory and voluntary training, and content from a multitude of providers, while focusing on making a site that people actually want to use.
Most companies have a huge library of training material that goes unutilized by a demotivated workforce, imagine the ROI on taking voluntary utilisation of this material that has already been paid for from 10% to 75%.
Interviews
We decided that a workshop and interviews were the best place to begin our discovery phase. Over several days, we interviewed stakeholders to allow us to get a clear grasp of the actual purpose of the platform.
We then interviewed potential users, focusing on survey respondents that indicated they would either; use the platform extremely regularly, or be resistant to it.
This was important as we were trying to capture information on end member users, as this would provide us with a clear picture of how 95% are likely to behave and feel.
Co-creative workshop
The last stage of our discovery, and arguably the most important, was to run a co-creative workshop. This comprised a full day workshop with all stakeholders in the project. We crafted a series of engaging activities and then downloaded the information generated to create; value propositions, personas, user journeys, differentiators, and look and feel suggestions.
Personas Definition
Distilling all of the information from the discovery phase allowed us to create three distinct user personas.
The intrepid explorer is someone who actively seeks learning opportunities, they enjoy trying out new platforms and are never satisfied with the status quo.
The so-so student will complete all mandatory training in a timely fashion and if you can engage them fast enough they will stay and become a regular user, however if they reach any pain point before being engaged they're not likely to return!
The tricky pupil really doesn't want to do any training and isn't actively looking for personal development opportunities.
They need a good reason to try out the platform and an excellent experience to stick around. However if you can convince these people, they might just become your most engaged users.
User Journey
We created a journey that any of our personas could feasibly go through. This allowed us to demonstrate the areas that we felt presented the most opportunity for engagement for each type of user.
CONCLUSIONS
The final Learning Platform is now quite far into the development cycle and has been sold to several clients! The first client branded platform will be live in the summer of 2017 and we have had lots of positive feedback, around the scalability, flexibility and excellent user experience of the platform as a whole, from external clients and internal stakeholders alike.
Project Team
Service Design Lead: Bruno Perez
Senior Visual and Experience Designer: Federico Casabona
Experience Designer: Hal Sarjant
Senior Visual and Experience Designer: Federico Casabona
Experience Designer: Hal Sarjant
