Your SlideShare is downloading. ×
Ws 22
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Ws 22

115
views

Published on

Published in: Design

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
115
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Product knowledge e-learning: keeping pace with change Stephen Walsh, Partner Cammy Bean, VP Learning Design www.kineo.com twitter: @kineolearning
  • 2. Working with leading clients...
  • 3. Your hosts Stephen Walsh Cammy Bean Stephen.walsh@kineo.com Twitter: @stephentwalsh Cammy.bean@kineo.com Twitter: @cammybean
  • 4. Today •Product knowledge – the challenges •3 steps to making product knowledge e-learning work •Move fast •Build it right •Keep it agile •Demos and examples •Your questions
  • 5. What is product knowledge e-learning? • Short, focused e-learning bits: 10-20 minutes • The latest product offerings and updates • Required in 3 weeks or less • Delivered to busy learners (typically sales and retail) • Frequent updates
  • 6. So why are you here?
  • 7. So why are you here? • Are you doing any product knowledge training? • What are the challenges? • How does it need to be better?
  • 8. Products Change!
  • 9. How many Blackberry models have there been since the 5810 launched in 2002? Type your guess in the chat window.
  • 10. Over 60: that’s an average of a new one every 5 weeks!
  • 11. Key Challenges • • • • • • • Keeping pace with change Staff turnover Fitting in training with their jobs Keeping delivery costs low Engaging the learner Developing sales skills Updating content
  • 12. Product knowledge e-learning: How should we do it? Move fast Build it right Keep it alive
  • 13. Step 1: Move fast!
  • 14. Pop quiz… •How long should it take to develop 20 minutes of product knowledge e-learning? •What’s your experience? •How could it go faster?
  • 15. Rapid Prototypes • Are fun! • Shorten the process – includes art direction, design ideas, navigation, level of interaction, etc. • Helps people talk more constructively • Leads to more creative designs • Everyone has a view on a prototype, can test with learners • Great way to work side-by-side – often that’s how we do it
  • 16. Product Knowledge Example 2 Day Prototype
  • 17. Step 2: Build it right.
  • 18. Please, not just the facts! Knowing about a product’s features...
  • 19. Please, not just the facts! Knowing about a product’s features ...is not the same as... • Understanding key benefits • Being able to deal with customer queries • Closing a sale
  • 20. Put it into context. • Recognize a problem and provide a solution • Focus on questioning, listening and understanding • Recall key product information and explain • Operate independent of job aids • Keep focused in a busy, noisy environment
  • 21. Make it fun!
  • 22. Challenge and reward.
  • 23. Keep it short. No, really.
  • 24. Show how it works.
  • 25. Tell stories, share examples.
  • 26. Put it into practice.
  • 27. Let’s look at an example!
  • 28. Describe the benefits.
  • 29. Don’t forget the features!
  • 30. But keep it simple.
  • 31. Use scenarios to keep it real.
  • 32. Use scenarios to keep it real.
  • 33. Step 3: Keep it alive!
  • 34. Because products change so often...you need to update the e-learning often!
  • 35. What About You? • How long does it currently take you to make text or image changes in e-Learning?
  • 36. What About You? • How long does it currently take you to make text or image changes in e-Learning? (Operators are standing by in our chat window. Aren’t they?)
  • 37. Maintenance & Updating • Should be quick and easy with no technical skills – Text – Images • Use old fashioned XML • Allows fast updating • No authoring tool required
  • 38. Updating with XML
  • 39. Updating with XML
  • 40. Updating with XML
  • 41. Updating with XML
  • 42. Product Portals: Sustaining performance • Moodle LMS gives you more for less • Include a range of options – – – – – – Product Wikis Pod/vodcasts Polls and surveys Discussion and live chat RSS feeds to keep people informed Quizzes and feedback
  • 43. Let’s Review!
  • 44. Resources – you are what you share www.kineo.com :
  • 45. Resources – you are what you share 40 guides – including our product knowledge guide at http://www.kineo.com/elearning-reports/product-knowledge-e-learning.html
  • 46. Any questions?
  • 47. Contact Stephen Walsh Cammy Bean Stephen.walsh@kineo.com Twitter: @stephentwalsh Cammy.bean@kineo.com Twitter: @cammybean Let us know what you thought: http://www.surveymonkey.com/s.aspx?sm=dmYxmlZGq1cVhlPpd2pKag_3d_3d
  • 48. Photo Credits (Thanks Flickr!) Patriotic plume: http://www.flickr.com/people/jurvetson/ Wall Detail: http://www.flickr.com/people/glennwilliamspdx/ Kiddie Rollercoaster: http://www.flickr.com/people/brent_nashville/ *Time* ticking away: http://www.flickr.com/people/mike9alive/ Storyteller: http://www.flickr.com/people/nickpiggott/ Practising arm crawls: http://www.flickr.com/people/mrsmaxspix/ Red port: http://www.flickr.com/people/vaionnoth/