Challenge:

As part of an organization that is in the process of turning its “Training Area” into a “Change  Management Area”. We are constantly looking forward to improving our clients experience  with collaborative tools and services for their business. Right now we are facing a problem  with long time relationship customers. They are no longer satisfied with our current training  programs and their contents, because as they say: “We already had all the training you can  offer … ¿what else do you have?.  The current “pandemia” issue that our world is living, presented an even more challenging  scenario. Because some of our ideas to manage this challenge would demand presential  activities with our clients. Now we can only use remote tools to accomplish this.    Selection: Learning Launch    We had some ideas to offer “WOW” training experiences  to our clients. But without  consistent data and experiences about “Online” and “Remote” training activities. We are  forced to experiment with our ideas. So we decided to go with a Learning Launch process.  The problem was that we couldn't “just Try” with sensitive and complicated clients. So we  targeted some of our clients with strong, friendly relationships with us. And also with a strong  focus on innovation, so they could understand what we were trying to do, with them as a  “Learning partner” to try, experiment and iterate some of our training ideas directly with their  users. As they felt part of a bigger Innovation process, this idea had a very good reception  with them. So we had the green light to move forward.    Application:    We develop some quick “Collaborative Workshops”. To teach our collaborative tools in  action. We build small teams to train (with the Users of our clients), and test the activities we  developed. Looking for quick and iterative results that could lead us to a final “Workshops  Training Program”. We were expecting wide and transversal insights, so we built teams with  participants from different areas and levels of knowledge of our collaborative tools. So we  could get different and relevant opinions.    Insights:    The insights we got were not the ones we expected. The opinions and insights were the kind  of: “The contents that we cover during the workshop, were too advanced for me, i felt  useless during the activity”, and also, all the opposite: “The contents of the workshop were  too basic, and felt that my teammates, couldn't even understand my ideas for the workshop,  because their knowledge was too basic”.  Nevertheless, the general idea of the workshop had a good reception on their basis, but their  contents were the problem.

Approach:    On a second wave of Workshops. We worked with our clients to separate their users  according to knowledge of our Collaborative Tools. These first insights also served us to  Show our client that their users were not as prepared and advanced as they thought. So, we  performed again the workshops, but divided into Basic, and Advanced Workshops. And for  their respective user profile.   This time, the Workshops worked perfectly. The Learning Launch not just showed us how to  improve our Workshops and take them to the next level. But also gave us important insights  about the level of Knowledge of our Client's users. This allowed us to perform also “Regular  Training Programs” to level the knowledge of the users (something that it wasn't even in our  scope for the first time).

