This practical example-packed session covers everything learning teams need to consider ahead of, and during, a systems project of any shape or size. Presented by Brightwave's Head of Production Rachel Sefton-Smith, the session covers:
• Gaining buy-in from the right internal stakeholders and teams
• Agreeing UAT environment early on
• Planning roll-out and training implementation
• Compiling a realistic schedule
• Planning and getting ahead - even if the system isn’t quite there
• Dealing with timescale challenges
This presentation was delivered by Rachel Sefton-Smith on Wednesday 28th January at Learning Technologies 2015.
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Smooth running: ensure your systems training projects run without a hitch
1. Smooth running:
ensure your systems training
projects run without a hitch
brightwave.co.uk
Rachel Sefton-Smith – Head of Production
rachel.sefton-smith@brightwave.co.uk
3. o What is systems training?
o Challenges
o Laying the groundwork
o The production process
o Questions
Agenda
4. o Simulations - Show me, Try it, Test me,
Role play
• Guided - what to do and why do it
• Supported - feedback if you go wrong
• Scenario led - context / story / personalisation
• Chunked into bitesize logical steps
• Reinforcing best practice / business knowledge
o Other resources – cheat sheets, videos, job
aids
o Reusable – system launch, induction,
ongoing performance support
What is systems training?
5. Set each task in context
Demonstrate best practice
Learning-by-doing in a safe but
realistic environment
oShow me – demo mode
oTry it – guided practice mode
oTest me – assessed simulation
oRole play – combine soft skills and
system application
Can be system focussed or integrated
into a wider knowledge / process
piece
Let’s see a quick example
Systems simulations
7. The challenge
System readiness
Tight (squeezed) timeframes
Little time with SMEs
Stakeholder review
Managing change
Detailed planning/preparation
Modular approach
Early stakeholder agreement
scope/scripts
Capture as late as possible
Plan for rework
The solution
8. The groundwork
o Learning and
development
o IT / test team
o Stakeholders
o e-learning
partner
Roles
Training design to meet learning objectives
………………………………………
………....
o Development
process
o Tools
o Releases and
signoffs
o Deployment
Process Knowledge
………………………………………
………....
Knowledge
o System
knowledge
o Business
process
knowledge
o Source
content
o Scripts
………………………………………
………....
o Development
lifecycle
o Realistic data
and scenarios
o Data capture
o Dealing with
change
System
10. Roles
o Project management – internal team and
e-learning partner
o Subject expertise – scope, content, reviews
o Development resource – what can you do in-
house?
o Training delivery – facilitators
o Capability and capacity
Your team
11. It’s all about you!
Understand
owhat and who the project
is for
othe learning solution
oyour role in the project
othe process
Be clear about your
availability and how much
time to set aside
To do list…
1.Define learning objectives
2.Complete script briefs
3.Take screen grabs
4.Review scripts
5.Review developed
modules and provide
feedback
6.Sign off module
12. Roles
o System users – ‘real’ users to sense check
best practice
o IT / test team – visibility of development
timeline, access to environments, data
population
o Marketing and communications – wider
business change message
Your allies
13. Roles
o Engage early through presentations of
solution design, demo modules
o Wider stakeholder group for early signoff of
design and scope
o Narrow stakeholder group for speedy signoff
of module content later
Your stakeholders
15. The knowledge
o New process, new system
o Established process, new system
o Established process, established system
16. The knowledge
o Defined best practice? Who decides?
o SMEs – may be combination of different
roles
o Source content – user guides, facilitator
guides, previous learning, system design
specification, flowcharts, test cases
18. The system
o Timeline – understand / influence
development & testing lifecycles – align
training development
o 90% stability – visually and functionally
o Data – help provide use cases for testing –
ready to screengrab – avoid ‘hacking’
o Practical – getting access – training logins –
installing capturing software
o Planning for change – contingency budget
20. Data capture
and scripting
Testing and
deployment
Localisation
and
maintenance
o Structuring the learning sessions
o Mapping scope to audience
o Agreeing realistic customer scenarios and data – generic vs role specific
o Planning step-by-step route through each system task
o Preparing for data capture – location, PC, capture tool, file transfer
o Art direction and technical set up
Design and
planning
Content
integration
Design and planning
23. Data capture
and scripting
Testing and
deployment
Localisation
and
maintenance
o Housekeeping – naming / numbering conventions
o Working with SME to capture screen grab for each step of
each system task
o Noting any additional behavioural or business messages for
reinforcement
o Writing detailed content scripts – review - signoff
o Route depends on system readiness – batching modules
Design and
planning
Content
integration
Data capture and scripting
25. System not ready
oScope
oScript
oReview *
oPrep
oCapture
oAdjust script
oBuild
oAlpha
oReview
oFinal
Makes best use of time
Scripts 80% accurate
Increased review time
Early signoff should
reduce alpha to final
changes
26. Data capture
and scripting
Testing and
deployment
Localisation
and
maintenance
o Finalising course structure
o Using the authoring tool to assemble screengrabs, adding instructional layer
o Creating non-systems based screen – intros, summaries, questions
o Publishing the course
o Early review with client
Design and
planning
Content
integration
Content integration
27. Data capture
and scripting
Localisation
and
maintenance
o Testing – script to screen, functionality, flow
o Objectives – does it meet them?
o Pilot sessions, Alpha (Beta) and Final reviews
o Implementing review fixes
o Deployment to LMS - tracking and reporting
Design and
planning
Content
integration
Testing and
deployment
Testing and deployment
28. Data capture
and scripting
o Localisation – translate content, re-capture same
processes in localised system
o Maintenance – in house or outsource
o Planning for change - major or minor system changes? To
hack or grab? Can you re-populate same data?
o Adding new simulations as functionality becomes available
Design and
planning
Content
integration
Testing and
deployment
Localisation
and
maintenance
Localisation and maintenance
29. What if there’s change?
o Aesthetic vs functional changes?
o Minor system changes - does it matter?
o Major system changes?
o To hack (Brightwave could make graphic edits on small scale) or
take new screen grabs?
o Can you re-populate same data?
o Can the change be explained on the Summary screen instead?
o Is a Release Note required at Go-Live?
31. Bupa OnePlan
o 15% increase in customer satisfaction with call
centre enquiries
o 53% decrease in complaints from previous
year
32. Lloyds Banking Group –
PhoneBank Induction
o Accelerated speed to competence - reduction
from 20 to 12 training days = £1,200,000 p.a.
productivity gain
o Reduced training costs equivalent to £250,000
p.a.
Will give handouts at end
Whitepaper on the way – we will be sharing with invite list
ASK AUDIENCE – show of hands – how many
Never done it
About to / in middle of a systems training project now - pause – ask examples of what they’re doing
Have done in past
keep your hands up if you’ve ever delivered a training project to schedule?
Sounds familiar? Goal of this session is to help them put in place processes to reduce headache...
ASK
What do you want to get out of this session?
Let’s give quick definition of what we mean by systems training
Mostly talking about simulations – pictures of the system with supporting knowledge and instructions
Simulation = not the real thing – but it looks like it for a specific defined task (important to understand it’s not the real thing – set expectations) – not emulation
But good enough to build confidence for the user and prove competence for the business
Many advantages over a duplicate training system – expensive to maintain, unguided,
Immersive – full screen simulation of live system
Reinforces best practice approach to each task
Set each task in context
Learning-by-doing in a safe but realistic environment
Show me – demo mode
Try it – guided practice mode
Test me – assessed simulation
Role play – combine soft skills and system application
Can be system focussed or integrated into a wider knowledge / process piece
SHOW EXAMPLE
Barnsley Hospital NHS Foundation - Registering a patient
Wide range of clients and subject matter from banking systems, to patient record systems, to retail, to systems which manage sovereign debt (expand and check can reference this)
Scaleable and flexible – from half hour refreshers to 12 day induction programmes
System training can be complex – working around incomplete or fast-changing systems means it’s best to leave screengrabbing and content integration until late in the process.
This only works if all stakeholders have bought in to the scope and content early on in process, reducing need for change once the simulation is built.
---
Smart writing – to get around things that aren’t ready yet, to show a generic example but refer out to role specific examples …
BREAK HERE – does this resonate? Any other challenges?
KEEP THIS REALLY QUICK – 1 sentence about each
All feed into your overall training design which will meet your learning objectives
Where does this training initiative fit into an overall timeline if a wider change/ engagement process
Any of these elements wrong – can spiral and create huge remedial costs –
e.g. using live data – 3hr training project may be xxxx screen grabs x 10mins per graphic = X days = X cost
So let’s go through each of these in more detail
Understanding how long things take – signoffs, support for data capture
Ideal simulation script brief writer and builder combines attention to detail, conscientiousness, organisational skills, consistency and self-discipline.
SMEs
Engage early – set expectations, carry out training & agree processes
Schedule time in content development & reviews
For instance – this is from a pack we used to brief an internal design team about their role
Real users – if established system or process questions – also for realistic scenarios
Test team – your new best friends! You can help them too – use cases and data
Marketing – may be visual elements from a wider campaign you can use to tie in the learning – provide assets
Cartoon character – face of the change – incorporate that into the learning – menus, avatars
Who does the change impact?
Business owners
Service managers
Branding
IT
Compliance
Engage early – manage expectations – not the real system, it’s pictures of the system
Their role – signoffs
Timelines – understand turnaround, e.g. 5 days script review
This only works if all stakeholders have bought in to the scope and content early on in process, reducing need for change once the simulation is built.
Who’s got the knowledge – may depend – new / established process/system
Defined best practice – who decides? – be consistent (assessment) most efficient way of doing a task –
If multiple ways, then stick to one – be consistent (assessment) (e.g. always use the menu structure even if there are shortcuts – then have one navigation module which teaches the shortcuts)
AGILE - Working closely with test / dev team – INFLUENCE - can help prioritise issues being dealt with in each release – example, Sky Case Management and screen text
Test data – work with the analysts – use cases – scenario data – data refresh cycles
90% stability – good enough for training
Prioritise modules – stagger training delivery
installing capturing software - ask me later about the tools...
Planning for change – stop press screens - to rework or workaround
QUESTIONS SO FAR – do any of these challenges resonate?
Any other factors to share?
Next – we’ll move on to look at the production process in more detail
Knowledge of the overall business requirements and training delivery plan
A clear understanding of the overall business objectives
A understanding of the training blend - i.e. how the e-learning will be run in the classroom
A defined scope - understanding of how many modules BA have identified and the learner time associated with this - if this exists, otherwise we will work with you to help define this
Training delivery plan - how modules are mapped to audiences, and how this fits with the delivery plan. This will allow us to prioritise batches for development and produce a detailed schedule.
So some of this already covered
- audience mapping – designing the structure – example coming up
E-learning set up
DATA – examples Lannister family, child serial killers, Manchester United
Live data – medical or banking systems
COST implication of manually editing multiple – often thousands – of screengrabs
Example of a facilitated learning session –
Remember – you may not need to cover EVERY possible path –
Can cover other variations along the way – “what ifs” – or on summary screens
Example of a script brief which SME would help compile – collaborative approach with BW
‘Batched' approach to progress the modules which are ready, while also proceeding with detailed planning for those which are not.
Housekeeping – huge timesaver if all using same conventions EXAMPLE – recent project – approx 175 individual components, based on 172 individual items of source content (TMI joke) – hadn’t had chance to get this agreed – took longer to get a handle on!
Saving to a shared drive
Agreed module numbering and filenaming
Agreed version control methodology
Using a shared workflow tracker with Brightwave to track status of each module
Screen grabs
– with tool e.g. Captivate
Or print screen into PPT works well if right screen res and PPT size (some tools will import PPT e.g. Storyline)
SCRIPT * - could script straight into tool – e.g. Unison
Route A: where functionality is ready in the system
Script outline: module specification from session guides/flowcharts - scope and treatment of each module, plus any scenario/data requirements and key learning objectives - to be agreed with SMEs
Capture - with tool, using agreed scenario/data
Full development and scripting directly into tool
Alpha release
With this route we release the working Alpha in front of you as early in the process as possible and therefore skip the detailed script review phase. We have found that SMEs respond well to this method as can review words in context. We then make allowances for script changes between Alpha and Final release.
This also clears the decks for the modules which we expect to come into play later.
Route B: where functionality is not yet ready in the system
Script outline: module specification from session guides/flowcharts - scope and treatment of each module, plus any scenario/data requirements and key learning objectives - to be agreed with SMEs
Full scripting - based on session guides, flowcharts etc, - delivered for signoff
(The above can happen well in advance of system functionality becoming available)
Capture - with tool agreed scenario/data
Full development and input of signed off script
Alpha release
With this route we can delay data capture until much later in the process, and have the reassurance that the script content is already signed off, therefore change between Alpha and Final release should be minimal.
In house or with e-learning partner
pilots
Localisation – once English signed off – thinking about how to refer to button names – leave in English, or translate in brackets
If you’ve been kept in loop with development process then you should be aware of volatile areas – so perhaps cover only at high level in initial release and then add later
Stop press screens
It is likely we’ll be capturing screen grabs from pre-final versions of the system in order to meet the project schedule.
So what if something changes? Think about if the change will impact the experience for the learner.
Aesthetic vs functional changes?
Minor system changes - does it matter?
Major system changes?
To hack (Brightwave could make graphic edits on small scale) or take new screen grabs?
Can you re-populate same data?
Can the change be explained on the Summary screen instead?
Is a Release Note required at Go-Live?
We may decide to log changes to pick up in a maintenance phase later on so induction / BAU training will be up to date.
Example from SME briefing pack
All of this in place?
Training led to staff having right knowledge and skills which led to…
Training led to staff having right knowledge and skills which led to…
White paper – in couple of weeks
Be good to get some audience feedback to go into white paper