Upload
brightwave-group
View
327
Download
1
Embed Size (px)
Citation preview
brightwavegroup.com
AgileDevelopment
for large scale
learning
• More complex combinationsof products and services
• Competition for new revenue streams very high
• Upskilling colleagues providing customer service is paramount
Customer Service: What’s changed?
• Integrated & continuouslearning solutions
• Developed fast• Developed concurrently
with product offerings• L&D embedded with other
business functions
What’s the roleof digital in this?
Because a Waterfall process:• Takes too long• Requires all the
information from the start
• Is not designed to cope with change
Why Agile?
Analysis / setupConsultancy & needs analysis
Design
Design phase
Technical analysisand design
User interface design
Development
Scripting
Course setup
Early build
review
Content build
& testing
Release candidate
(Beta) reviewFinal
releasePost delivery
evaluation
Quality Assurance
Waterfall process
Alpha review
Shared activity
Brightwave activity
Signoff / milestone
Client activity
Content / branding / tech spec supplied
Project kick-off phase
Script review
Design specificatio
n review
Contentworkshop
Created to solve “application delivery lag”Move from:• Lots of planning – short development
timeto• Develop early – then iterate
Agile
• New processes for customer-facing staff in Capita contact centres
• Requirement = rapid speed to competency with new routing systems
• 3 weeks to implement processes and learning solution together
• Multiple systems-walkthroughs – more than 262 screens of content
In practice…
1
2
3
4
5
DAYS 1 – 4Designed the end solution’s look, feel and functionality based on defined technical specifications
DAY 5Received annotated systems-walkthrough procedures as Word documents and screen grabs
15-dayjourney
6
7
8
9
10
DAYS 6 – 9Wrote digital learning scripts from annotated walkthroughs. Exported and reformatted systems screenshots for build-readiness
DAYS 7 - 9Quality tested scripts and alphas built directly from scripts – without a client review. Cutting these lengthy review processes requires skill and trust between client and vendor, but is key to avoiding delays
11
12
DAYS 8 – 12Built the course topics independently using Adobe Captivate, chosen for its flexibility and ability to edit directly into the simulation screen
13
14
15DAY 15!Released final version of simulated systems training module!
DAYS 13 - 14Reviewed by the client and feedback supplied via spreadsheets and WebEx
DAY 15Amended modules to incorporate client feedback
• Digital transformation necessitates agile production of digital learning content
• Reshape your expectations around project timescales for learning
• It’s not a publishing model Develop - Launch - Refine
• Develop a network of skills – both internal and with trusted partners
To sum up