I was responsible for the coordination, creation, and global publication of 450 training video's. I trained a team of over 10 local and global experts (from Sales, Production, Finance, and Procurement) how to create training video's in SAP Enable Now. To complete this project, we followed the five stage process of Design Thinking as proposed by Stanford.
To immerse myself in what steps end users took to find training materials and how they experienced them, I spoke to several Regional Functional Leads, the Learning & Training Lead, and the BSO (team that headed the whole operation). The functional leads are those that personally train key users in different regions, and are therefore those that teach key users where to find and how to use training materials. It was stated by all leads that they received a large amount of questions from key users either not understanding the training materials or not being able to find the info they needed. Earlier research by the Learning & Training ead showed that key users found the training materials too extensive and not very interactive.
The problems encountered were that key users 1. Couldn't find the info they needed. 2. Training documents were too extensive 3. Training documents were not interactive 4. Found it difficult to train end users with these training materials due to point 1, 2, and 3. This affected all other stakeholders in negative ways as functional leads and helpdesks received more questions, and end users couldn't be trained properly. Finding a solution would also benefit the BSO team as they wanted more control over updating the training materials efficiently. These issues were broadly defined in persona's.
Video's could offer more concise, clear, and interactive sharing of information. Using SAP Enable Now (a software already purchased by HEINEKEN) would offer one source of entry in updating the training materials. However, we still had to brainstorm how SAP Enable Now could be used to suit the purpose of this project. Therefore I met with several HEINEKEN colleagues who were all using Enable Now in their own way, and read an Enable Now guidebook demonstrating all functions and ways it could be used. By brainstorming with these ways in mind, I came up with how Enable Now could be used. To support further connection, I set up an online networking page for all Enable Now users at HEINEKEN and joined relevant online groups outside HEINEKEN. During this stage the Learning & Training Lead also taught me about different learning styles which aided me in thinking how the video's could support all users well.
Namely, I created a folder library in Enable Now which could track in which training video's were produced (in creation, first review, testing, iteration, final editing, and published. This folder library was actually a prototype of what I wanted to build later with Enable Now: a published library whereby video's could be viewed in one place. In addition, two creators made pilot video's that would be tested with users and presented to the management team.
Pilot video's were mainly tested with key users via an online survey (due to all being located in different regions). I also directly spoke with functional leads via Skype and in person to gather feedback. Feedback was discussed between me and the original video creator whereby we edited the video's together. Hereafter I made final edits and published video's once done. In case more info was needed, feedback was followed up to make sure it was properly understood. Subsequently, this method of testing was used each time the first video's per function (Sales, production, Finance, and Procurement) were completed. In addition, once the library platform was officially built and published this was tested with functional leads to see whether they saw logic within the structure of the library. A survey was put in place to receive any future feedback from any user that used the platform or viewed the video's. This testing loop was designed so that the BSO received emails whenever a user filled in the survey so changes could be made in a timely manner.
© 2020 Iris Brugman - Digital learning, Design & Branding. All rights reserved.
Valentina Salvi - Senior Service Designer, Niamh Harman - Creative Director, & Nadieh van Uden - Senior UX Designer