System Adoption
To support the rollout of an updated system with new features, this project designed a scalable, role-based training program for over 4,000 employees. Using a blended learning approach, the program combined CBT for foundational knowledge with ILT for discussion, hands-on simulations, and group learning.
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The content for this project has been altered due to Sensitive Security Information (SSI).
Background
The business is rolling out an updated system with new features designed to streamline workflows, enhance efficiency, and improve the customer experience. However, these enhancements will significantly alter existing processes and policies, requiring employees across all functions to adapt quickly and effectively.
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Compounding this challenge, the updated system interfaces with multiple other platforms and software used throughout the organization. Employees must not only learn the new system but also understand how it impacts their daily tasks, cross-functional workflows, and customer interactions. Without a structured approach to system adoption, the business risks productivity slowdowns, errors, and resistance to change.
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To drive successful adoption, a comprehensive and scalable training program is needed—one that provides employees with the knowledge, hands-on practice, and support required to confidently navigate the new system.
Recommended Solution
Solution
To ensure effective adoption of the updated system while minimizing disruptions, the training program will follow a blended learning approach, combining computer-based training (CBT) for foundational knowledge with instructor-led training (ILT) for discussion, hands-on simulations, and group learning. Training will be modular and role-specific, ensuring employees receive the information most relevant to their job functions.
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Phase 1: Computer-Based Training (CBT) – Foundational Knowledge
Employees will first complete self-paced CBT modules that introduce:​
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New features and enhancements.
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Policy and process changes.
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Role-specific impacts and key takeaways.
These modules will establish a baseline understanding of the system and prepare employees for interactive, scenario-based learning in ILT sessions.
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Phase 2: Instructor-Led Training (ILT) – Application & Hands-On Learning
After completing the CBT modules, employees will be assigned to ILT sessions based on their specific roles and responsibilities. These sessions will focus on:
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Discussion & Q&A: Addressing system changes in the context of daily tasks.
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Simulation-Based Practice: Hands-on exercises replicating real-world workflows.
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Group Learning & Collaboration: Case studies and problem-solving activities relevant to the role.
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Scenario Walkthroughs: Guided practice applying system changes to customer interactions and operational tasks.
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Role-Based Modular Training Approach
Training will be structured into modular topics, with employees assigned to sessions based on their roles. This ensures they only receive relevant, actionable training without unnecessary content.
Course Overview
Learning Scaffolding
Utilizing a learning scaffolding, learners will follow the course by doing the following:
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Instructor discussing the policy or process change.
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Practice communicating the policy change before technology is introduced
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Simulating the technology is 3 parts
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Pre-recorded demo- This is an interactive video that pauses, shows a question, then does not allow the user to continue until the question is correct. Once correct, the video will continue playing until finished. (Aim for 2-3 questions per demo)
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Guided Simulation- This is a group exercise. The class will be broken into break-out
rooms (maximum 5 to a room). The group will be given a scenario-based simulation with an avatar that will guide the user through a case. The user will follow the directions on- screen and receive immediate feedback. The group will have discussion questions that they will go through before returning to class.
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i. Example: “How would you communicate this policy to a Customer?” ‘What are ways you could upsell to a Customer?”
3. Individual Practice- Users will be given a scenario and must perform the task correctly with little instruction.
4. The class will review the outcomes of the given scenarios as they relate the policy change. This is an opportunity for the Instructor to review additional modifications needed, understand challenges the Reps may anticipate, and provide tips for optimizing their workflow with the new process. Afterward, a short assessment will be given regarding the policy and process to test the learner’s knowledge.
Course Structure
As Representatives work through the course, they will use the characters below to navigate the software with realistic scenarios. This approach engages learners with practice and discussion, ensuring the session is dynamic and focused on skill application and troubleshooting.
Prototype
