Often e-commerce players purchase expensive software to support their business. A very relevant question that arises after the system roll-out is "How can i train my user to use the new system". This presentation can help YOU to assist your clients in better acceptance of the new software and its effective use.

1. Training Projects
Amsterdam, January 30, 2015
How to Offer End User Training Activities to e-Commerce Players …

2. Page 2
Objective
Position and Justification of End-User Training
• Understand Training for Customers
• Appreciate the effort
• Discuss the oportunities

3. Page 3
Observations & Conclusions
Position and Justification of End-User Training
• Observations: Training is needed sooner or later at each project/customer
• Not required, until (desperately) needed
• It comes as an after-thought, therefore: late !
=> Not planned
=> Not budgeted
=> Misunderstood and underestimated
• Not offered by default
• Conclusion: Training is a vital part of each commercial project
to enable the customer getting their business value out of it!

4. Page 4
The Client: “I got my e-Commerce system. How to work with it?”
Position and Justification of End-User Training
• Main Questions …
• .. But also …
… how can I
educate my
key people?
… how can I
use the new
system? … how can I
test my
platform?
… how to
educate my
dealer
network ?
… my e-business
is innovative,
how to share this
idea?
… what do I
need to do
to “Go
Live”?

5. Page 5
To Set the Context, Here are Few Examples …
Position and Justification of End-User Training
1. Hands-on usage
› How does hMC work? How to add prices?
› How can I model business process in hMC? Is Oracle leading, or is PIM??
2. General understanding of Roles and Processes
› Who is responsible for the pricing in the PIM?
› What is a category? What is a catalogue?
› How do I make marketing-campaigns?
3. Measurement / improvement
› How do I measure and improve traffic?
4. Customer support
› How can the Helpdesk/Call center support customers?
› Where are “error-records” left in ordering?
5. Testing
› How do I test the system?
› How can I report defects?

6. Page 6
Unic: “Training ?! … We Can Offer You… “
Position and Justification of End-User Training
• People need guidance ! We can offer you:
At the end it is just a
regular project ….
… with its specifics 
•… Understanding of your needs
•… Complete Advice what is needed
•… Provide Training Curriculums
•… Outline Content and Benefits
•… Professional Delivery !
•… Help Your Users
•… Support Your UAT cycle
•…

7. Page 7
Phases and Activities
Roadmap
• Anatomy of Training
• What is Important ?
• How to Consult about User Training?
• Financial/Cost Picture

8. Page 8
Core Parameters for a Training
Activities and Deliverables
• Minimum Info:
• Objectives
• Audience & Prerequisites
• Duration
• Due to
• Content
• Method
• Place
• Budgeted
What do we need to
know from our
Clients ?
Core Parameters

9. Page 9
Other … But important (!) Questions
Activities and Deliverables
Do you need
Admin Training?
Write a User’s
Guide?
Do you need help
with Logistics?
Do you need
assessment
tests?
Evaluation
form?
What about
online e-Learning
Education?
Do you plan a
follow up
training?
Assure readiness
of software …
What else …?


The ChecklistConsider the price tags …

10. Page 10
Phases in the Project
Activities and Deliverables
• Discovery
• Find what is needed, Plan
• Preparation / Preparation
• Source and Create deliverables, Prepare to deliver them
• Delivery
• Do it
• Post-Delivery
• Follow up
Training
Project
Discovery DeliveryPreparation
Post-
delivery

11. Page 11
Discovery phase
Activities and Deliverables
• Steps:
0. Make a Proposal – 1 page, not more
1. Requirements Workshop: use Core parameters
2. Advice “what” is needed: use The Checklist
3. Outline TOC: use Matrix
4. Iterate 1-3
5. Propose conditions: prepare Work Order (WO)
• Deliverables:
• Matrix, Templates, WO
At this point the project
might not go ahead …
Training
Project
Discovery DeliveryPreparation
Post-
delivery


Solution
Input

12. Page 12
Preparation/Production phase
Activities and Deliverables
• Steps:
1. Feel comfortable with the system
2. Create material, re-use!
3. Seek feedback internally
4. Check your deliverables with Client !
• Deliverables:
• PPT, User Guides, Media, Tests, PEs, etc..
Training
Project
Discovery DeliveryPreparation
Post-
delivery
Solution
Input

13. Page 13
Delivery phase
Activities and Deliverables
• Steps:
1. Educate and Mentor
• Deliverables:
• Actual delivery
• Report: evaluation, status, satisfaction, etc.
Training
Project
Discovery DeliveryPreparation
Post-
delivery
Solution
Input

14. Page 14
Post Activities phase
Activities and Deliverables
• Steps:
1. Evaluate the Delivery
2. Investigate what else is needed
3. Follow up
• Deliverables:
• Evaluation
• Plans, strategy, etc.
Training
Project
Discovery DeliveryPreparation
Post-
delivery

15. Page 15
Financial Aspects
Activities and Deliverables
Well …how
much would it
cost me as a
Client?
Here is a
Recommendation:
… at the end, it is not about
costs, rather about benefits
the learning brings !
Element Cost (in mandays)
Preparation & Delivery: ILT 3+1 days / per day
Preparation: User Guide ~ 5 days
Preparation: Assessment Tests ~ 2 days
Preparation: Trainers Guide ~ 2-3 days
Delivery: E-Learning Depends …
Discovery ~ 2 days
… …
Strong Assumptions:
• SME available
• Experienced Courseware Developer available
• Documentation available
• Quality is acceptable and representative
• IxD is light; use of generic templates
• Limited graphics and absence of media

16. Page 16
Vision to Reality
Striving for Excellence … in Training Projects
• What do we need to do?
• Experience
• Templates used so far
• The Way ahead

17. Page 17
• Think about:
• Establish good consulting practice for this type of projects
• Who can be a Coach? How to grow a Trainer / Mentor ?
• Can we make reusable training modules?
• How to speed up Training creation?
• Do we have experienced Courseware Developers?
• Practical Tips
What can We Do? … (take your Time to think it over)
Vision to Reality
What is your
company’s
investment to offer
training programs?
• Advocate education and embrace all training needs of your client
• Do not forget your checklist ! .. It generates income
• Use templates for rapid consultancy and feedback
• Use user stories/cases as a major source of information
• SME, SM and PO are good candidates for Trainers/Developers – soft skills and specialty (!)
• Offer training as essential part of our standard contracts
• Reuse and recycle

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More on Reusable Training Modules…
Vision to Reality
Each education:
• addresses generic or specific audience
• has a price tag
• contractable & sellable
• training logistics available
= Portfolio of Solutions
Just Imagine:
A General E-
Commerce Education !

19. Page 19
The Way Ahead
Vision to Reality
• Open discussion

20. De Ruyterkade 124
NL-1011 AB Amsterdam
T: +31 20 561 77 29
amsterdam@unic.com
www.unic.com
Unic B.V.
Page 20
Atanas Aladjov
E-Commerce Consultant