There is a pattern where technical EPM applications contained design decisions that were poorly affecting performance on Reporting and the overall User Experience of finance teams. That resulted in a poor customer experience, and unexpected added costs because applications then had to be redesigned. Executive leadership wanted to have a training that focuses on best practices, but what if the software doesn't provide a "shoe fits all" solution? What if every solution is bespoke and tailor made to the customer? How do you design for that? The answer is not so simple, keep on reading to learn more.
Instead of throwing more technical training at the problem, I assessed that making poor decision making was the problem. At the heart of the problem was the fact that consultants were not always digging deep enough to uncover the problem a customer was facing. Take a look at the steps below to learn how I came to that conclusion.
01 · Analysis
Each of my projects starts with a thorough analysis phase. I collect existing documentation, confirming the brief from executive leadership (if there is any), and through conversations with stakeholders and SME's, I'll start painting a complete(r) picture of what is required. In this instance, the information collected from our research, showed that a training regarding sound decision making skills, is the most scalable and best approach for this scenario. Because the root of the problem sat at the fact that consultants were not making optimal design decisions, which were the primary cause of redesigns.
02 · Design
All my findings are documented in a Design Document, at that point I document everything related to the audience, performance objectives, high level outline and lesson plans. This living and breathing document is used to properly scope and manage expectations with stakeholders.
03 · Develop
On a per lesson basis, the lesson plans are signed off by the stakeholders and I develop the lesson materials. In this instance, two technical subject matter experts helped develop some of the technical use cases. In the end I delivered a full instructor presentation deck, student slides, and job aids.
The Net Promoter Scores usually and Learner Satisfaction scores were excellent, and the highest from the course portfolio I worked on. Learners highly appreciated the inclusion of clear instructions and feeling as if they were prepared for real life scenarios.
