Reflection – Learning Launch

Challenge

I am a member of my organization’s Customer Service Training Team and my/our

challenge is to improve the accessibility of training material within the department in order

to increase learner engagement and decrease new employee ramp up.  The project scope

includes all customer-facing training materials and course content facilitated by regional

business trainers. The project is limited to internal resources (i.e., budget and employee

time). The project should not exceed 90 business days and the solution should include a

detail control plan to ensure continued support and maintenance. We will focus on trying

to uncover what our customers, as well as key stakeholders within the larger Customer

Care department, consider to be ineffective or problematic with regard to current training

methodology.

Selection

Our team has already gone through several design thinking activities/tools, so we are

ready to try the learning launch tool. We are investigating the effectiveness of several

digital training development applications to determine value based on trainer ability to

integrate and perceived learner enablement.

Application

For our first learning launch, we focused on rapid development of digital content in fast to

initiate video and screen capture recording. We wanted to determine optimal data file

sharing resources and content library build-out. This tested our assumption that relevant

content can be developed while maintaining current training schedule and timelines. Our

team went through three quarters of development and rapid integration while regularly

meeting to share lessons learned from each content integration.

processes in a more agile way.

Insight

By applying the learning launch tool, our team identified our assumptions and designed

launches to test these assumptions. Additionally, we thought through anticipated results,

expecting to find that making content available for learners to review at their pace would

decrease production ramp up. Our actual results demonstrated that employees did not

find significant value in solely self-driven content and did not decrease overall ramp up lead

time. Moving forward, our team will review this insight and incorporate adult learning

practices to improve learner engagement and offer opportunities for collaboration

throughout the learning experience.

Approach

Given that our team has already gone through several design thinking activities/tools and

are at this stage in the timeline, the learning launch is the appropriate tool. As previously

mentioned, our team needs to review the insight gained from our first launch and

incorporate this insight into future launch designs. Future launch designs should reflect

insight gained, progress made, and come closer to a compelling solution ready for full

rollout


Reflection – Learning Launch Challenge I am a member of my organization ’s Customer Service Training Team and my / our challenge is to improve the accessibility of training material within the department in order to increase learner engagement and decrease new employee ramp up . The project scope includes all customer - facing training materials and course content facilitated by regional business trainers . The project is limited to internal resources ( i.e. , budget and employee time ) . The project should not exceed 90 business days and the solution should include a detail control plan to ensure continued support and maintenance . We will focus on trying to uncover what our customers , as well as key stakeholders within the larger Customer Care department , consider to be ineffective or problematic with regard to current training methodology . Selection Our team has already gone through several design thinking activities / tools , so we are ready to try the learning launch tool . We are investigating the effectiveness of several digital training development applications to determine value based on trainer ability to integrate and perceived learner enablement . Application For our first learning launch , we focused on rapid development of digital content in fast to initiate video and screen capture recording . We wanted to determine optimal data file sharing resources and content library build - out . This tested our assumption that relevant content can be developed while maintaining current training schedule and timelines . Our team went through three quarters of development and rapid integration while regularly meeting to share lessons learned from each content integration . processes in a more agile way . Insight By applying the learning launch tool , our team identified our assumptions and designed launches to test these assumptions . Additionally , we thought through anticipated results , expecting to find that making content available for learners to review at their pace would decrease production ramp up . Our actual results demonstrated that employees did not find significant value in solely self - driven content and did not decrease overall ramp up lead time . Moving forward , our team will review this insight and incorporate adult learning practices to improve learner engagement and offer opportunities for collaboration throughout the learning experience . Approach Given that our team has already gone through several design thinking activities / tools and are at this stage in the timeline , the learning launch is the appropriate tool . As previously mentioned , our team needs to review the insight gained from our first launch and incorporate this insight into future launch designs . Future launch designs should reflect insight gained , progress made , and come closer to a compelling solution ready for full rollout