CASE STUDIES
Wolters Kluwer
Platform Adoption and Process Optimization
Snapshot
Client
Wolters Kluwer
Industry:
Financial Services, Accounting
Services:
Software Adoption Analysis, Instructional Design, Content Development, Project Management
Overview
Wolters Kluwer needed to provide more robust self-learning opportunities to customers of their online auditing management software platform. Users needed to have both an understanding of the process behind the use of the tool, and how to use the tool itself.
Key Takeaway
I developed highly interactive software simulations within the platform itself, where users would be able to practice accomplishing various tasks. In addition we created introductory content to those simulations that explained the “when” and “why” behind accomplishing those tasks.
The Challenge
The Teammate+ platform offered by Wolters Kluwer is an incredibly robust, feature rich platform. That is both its strength and a weakness, as it means that there are a number of ways to conduct work on the platform, and to be an effective user, one needs to have training that speaks to their particular use cases.
This is not uncommon for enterprise-scale technology platforms, and it is a situation we have a great deal of experience with. To meet the challenge on this project, we needed to really understand the "jobs to be done" by the distinct user groups.
The Approach
I began the project with extensive research and interviewing of SMEs within the various user groups...particularly Managers and Auditors, whom would receive separate training.
Once we had a clear understanding of the use cases, and various tasks each user group would need to accomplish via the platform, we began producing simulations.
Our simulation work included crafting dummy data that would create an ultra-realistic experience for the learners, who would be able to work within the simulations just as they would in the real world.
Learning Artifacts*
*Content and descriptions of work provided to client fall within confidentiality guidelines and are presented with permission.
Software Simulation - Teammate+
Extensive WBT software simulation and scenario-based learning
Software Step-by-Step
Walkthrough of Teammate+ platform designed for Auditors
WBT and simulations for Managers
Multi-hour software simulation and walkthrough of software platform
Take the Next Step.
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Robert Westfall