interface
Vodafone
Getting up to Speed: FAST!
The Problem: Vodafone had purchased a new Customer Relationship Management tool and was customising it with the view to deploying it to New Zealand and Australian Call Centre Reps. Their Reps needed to be trained to use the new tool when it launched in 3 months time.
We needed to find a way to rapidly produce 110 SCORM complient modules covering and testing the content, including 3 communication pieces to position the change and impact of the new software and the training, and deploy them through Vodafone's learning management system (LMS).
Not much to ask a team of 3 people (Instructional Designer, Graphic Designer, Multimedia Developer) to do, is it?
The Solution: We decided we needed more people, and a faster, more hands-on process. Working with a Vodafone subject matter expert (SME), who explained the process to our Instructional Designer, who wrote up the content with the Multimedia developer's ideas to enhance the content (creating video/sound/animation using hand-held video cameras to capture sound, images and have the SME talk directly to the user and screen captures with Robodemo) within an interface template designed and deployed by our Graphic Designer, we found we could complete a training module in 8 hours from start to finish.
We proved the process and developed a plan to clone our 3-person team and create "pods" of contractors to rapidly develop content in this very "real time" way.
Each pod was filled with local contractors specialising in Instructional Design, Multimedia, and grouped with a Vodafone SME for the content. We deployed four pods in Auckland, and three in Sydney. We trained the teams simultaniously in both cities in our rapid delivery method, utilising the templates and design guidelines we'd developed to reflect Vodafone's lively and ecclectic culture. We encouraged competition between the pods, with incentives for low error rates and rework. The pods formed quickly into tight teams and although there was a lot of work to be done in a very short amount of time, they rose to the challenge and completed and delivered the very creative modules.