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Case StudyCorporate Rollout: New Application Management SoftwareWHO The customer, a large, global technology company, is a leading technology solutions provider to consumers, businesses and institutions worldwide. The company’s offerings span IT infrastructure, global services, business and home computing, and imaging and printing. PROBLEM
In an effort to reduce costs and improve efficiency in supporting and managing their employee desktop applications, the company needed to migrate 187,000 users to a new common PC operating environment. The company had originally planned to deliver live training via virtual classroom. However, it was determined late in the project that a short, fast-paced, web-based training (WBT) module would be more readily accepted and better suited to the subject matter than an online presentation using PowerPoint slides. The change in plans took place just four short weeks before scheduled rollout of the project pilot. SOLUTION Media 1 worked closely with a lead company project manager and Subject Matter Expert (SME) for the project to create a self-paced, animated online learning module less than 30 minutes in length for all employees. A Media 1 instructional design lead fleshed out an audio script from existing PowerPoint slides, which became the storyboards for the new WBT. Media 1 and the SME reviewed the script together via teleconference and made real-time changes in order to facilitate speedy turn-around. The course explained what is changing, the benefits of the change to the end user, the transition process, and how to perform essential migration tasks. The highly visual course was designed to be easily understood by global users, with the goal of building confidence in their ability to successfully perform required actions. The company made the training available as part of the download package and also linked to it via their internal migration web site. BENEFITS Reduced Support Calls The course was designed from the user perspective in order to demystify the IT transition process. Technical concepts were communicated in simple language and clarified by using diagrams, timelines and illustrations. A blend of animation, activities, and recall exercises ensured learner engagement. The modular organization allowed the learner to move at their own pace and repeat sections when desired. Brand Support The look and feel of the course was professional yet inviting and the graphic design supported the company brand image. Avoiding a “home grown” appearance in training and communications gave the entire rollout a higher level of professionalism and increased user confidence in the personal benefits they would receive. This acceptance was especially important to IT, as users were being asked to self-support throughout the transition. User Satisfaction There has been a high level of end user satisfaction. Unsolicited feedback from end users included, “IT really did a good job here,” and “I enjoyed going through this program.” Both management and end users have been highly satisfied with the learning experience, and IT has welcomed the rare, positive feedback from the field. Cost Savings The engaging presentation was informative, useful, and effective in reducing calls to the Help Desk and saving the company money. The rapid eLearning approach and SME partnership reduced training costs to pennies per user for the initial rollout. The company owns full copyright of the course, which will allow them to enjoy additional return on investment over time as new or acquired learners enter the learning population. Feedback Contact Us copyright ©2007 Media 1 |