Situation

A group within the Global Operations organization was looking for a training certification program for their 300 Service Engineers.

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Solution

We partnered with the client to design a cutting-edge and performance-impacting solution. The solution included a Knowledge Base, Self-Paced Microlearning, and Digital Observation Forms. Because of the underlying performance support/in-the-workflow platform, we are able to curate the right information, design the right practice/feedback challenges, and address concerns via supervisor observations.

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Value

The solution improved the Service Engineers’ job performance, task competence, and decision-making competence. We also integrated a couple of analytics tools to review usage patterns and behaviors, and then quickly made data-driven enhancements to the user experience.