Client challenge
The organisation is migrating to a unified operating model to enhance efficiency across global locations. However, system functionality varies by region due to local regulations and market conditions, creating challenges in implementation, user adoption, and troubleshooting. Additionally, comprehensive multilingual training materials must be developed to accommodate regional system differences, cultural nuances, and varying levels of technological proficiency.
What we did
Developed a Strategic Training Plan: A comprehensive strategic training plan was created to document the findings of the training needs analysis. This plan identified key user roles, outlined their specific requirements, and ensured a structured approach to skill development.
Addressed Key Changes in User Interaction: The biggest shift was moving from phone-based service requests to a digital system. We helped users adapt by simplifying terminology and clarifying new workflows.
Adopted an Agile Training Approach: Recognizing the need for flexibility, we moved from a rigid waterfall model to an agile approach, allowing training materials to evolve alongside system development.
Leveraged AI for Multi-Language Support: We used AI to generate multilingual User Guides and captions for “How-To” videos, ensuring accessibility and efficiency in training content delivery.
Business outcomes
- Strategic Training Plan: Provided a targeted roadmap for effective learning, reducing knowledge gaps and improving user readiness.
- User Interaction Support: Simplified complex terms and workflows, leading to smoother transitions and reduced employee frustration.
- Agile Training Approach: Ensured content stayed relevant and aligned with system updates, boosting user engagement and confidence.
- AI-Powered Multi-Language Support: Cut translation costs and improved accessibility, ensuring all employees could engage with training in their preferred language.
