Portfolio

Stephen’s Sample Project for Training for technical training published in WalkMe and SharePoint

Company Project:

Replace the current CRM software with Salesforce.
Extensively customize Salesforce to follow the current company customer management and release process.
- New customer records for both Leads and Guests.
- New Quote creation process
- New contract sign off process.
- New payment process.
- New process to record customer treatments.
Approximately Company size: Approximately 20 million treatments in 140+ clinics since the company started.

Training Project Management Tasks:

Implement Walkme for the technical training tasks:
- Note: WalkMe is a leading Digital Adoption Platform (DAP) that acts as an interactive, AI-driven overlay on top of existing software, websites, and applications to guide users through complex workflows in real-time.
Create new training resources (Job Aids, Demo Videos, etc.).
- Total training resources to create is about 800 resources.
Training Project Goals:
- Reduce Employee Churn.
- Improve employee time-to-value.
- Improve customer satisfaction.
- Identify existing numbers to show improvement.

Project and Program Management

Project management is completed in layers to provide structure. This approach helps control complexity. It also ensures alignment between high-level business strategy and daily execution.

Stephen would work in the Project Manager Software “Monday” to show the training project status as a part of the company project status.
Stephen worked in Excel to track all of the individual training resources. Stephen tracked:
- Who is working on creating the individual resource and the status.
- Number of items to track is about 800 with a group of developers making the change.
An example of the excel spreadsheet that would be used is shown below.

Analyze of ADDIE

Definition: Clarifies the instructional problem, defines goals/objectives, and identifies the target audience’s existing knowledge, skills, and learning environment.

Existing environment and Effected Groups:

Live presentation of step-by-step old process was taught live with students following.
Effected groups are Call Center, Sales, Clinic Front-desk, Medical Providers, and IT Help Desk.

Existing Time-to-Value:

Live presentation and exercises took 20 hours to complete.
Student time-to-Value was a minimum of 3 work weeks for the best students.(Exact numbers were not available).

Knowledge Required:

New process is completely new and requires a complete redesign.

Design and Develop of ADDIE

Design focuses on learning objectives, content structure, assessment instruments, exercises, and media selection based on the analysis phase. And, Develop is the phase where content is actually created, assembled, and programmed, including producing graphics, videos, or e-learning modules.

Tools Used:

WalkMe
Microsoft Word, Excel, PowerPoint.
Vyond for videos.
SharePoint

Change Learning from Live in-person learning to Blended learning:

In this case, Live in-person learning is extremely ineffective with a slow time-to-value.

Blended Learning Tasks are in WalkMe, which is an overlay tool.

People are learning how to do the tasks whiile they are IN the actual application.
Blended learning has the following advantages:
- Each task in WalkMe contains:
  - Task overview with key learning points
  - Example video or guided walk through
  - Practice exercises

In-App Training Exercises

The following training exercises were also added into Salesforce.

Micro Videos

Technical skills are taught in 3 to 5 minute videos.
Technical skill videos can be listened to as many times as required:
- During training.
- After training.
- Self-paced training.
Adding an animated character host significantly increased the engagement and retention of the information in the video.

Implementation of ADDIE

The instructional materials are delivered to the learners, involving training instructors and setting up learning management systems.

For the implementation, Stephen had to coordinate the publishing of the training resources with the following teams:

The instructional designer creating the LMS entries and the courses in Rise.
IT Help desk for learning the material and identifying possible issues that the help desk may have to deal with.
Project Management Team for implementing the Communication Plan and for scheduling of the Teams Announcements and training schedules.

Change Management:

Change Management needs to be addresses because of the significant amount of change that this release brings.
The following graphic was developed as a discussion tool for managers. This graphic aided managers in handling the significant changes their people had to endure. This was essential for this release.