Product knowledge e-learning: keeping pace with change
Stephen Walsh, Partner
Cammy Bean, VP Learning Design
www.kineo.com...
Working with leading clients...
Your hosts
Stephen Walsh

Cammy Bean

Stephen.walsh@kineo.com
Twitter: @stephentwalsh

Cammy.bean@kineo.com
Twitter: @camm...
Today
•Product knowledge – the challenges
•3 steps to making product knowledge e-learning work
•Move fast
•Build it right
...
What is product knowledge e-learning?
• Short, focused e-learning
bits: 10-20 minutes
• The latest product offerings
and u...
So why are you here?
So why are you here?
• Are you doing any product knowledge training?
• What are the challenges?
• How does it need to be b...
Products Change!
How many Blackberry models
have there been since the 5810
launched in 2002?
Type your guess in the chat
window.
Over 60: that’s an average of a
new one every 5 weeks!
Key Challenges
•
•
•
•
•
•
•

Keeping pace with change
Staff turnover
Fitting in training with their jobs
Keeping delivery...
Product knowledge e-learning:
How should we do it?

Move
fast

Build
it right

Keep
it alive
Step 1: Move fast!
Pop quiz…
•How long should it take to develop 20 minutes of
product knowledge e-learning?
•What’s your experience?

•How c...
Rapid Prototypes
• Are fun!
• Shorten the process – includes art
direction, design
ideas, navigation, level of
interaction...
Product Knowledge
Example 2 Day Prototype
Step 2: Build it right.
Please, not just the facts!
Knowing about a product’s
features...
Please, not just the facts!
Knowing about a product’s
features ...is not the same as...
• Understanding key benefits
• Bei...
Put it into context.
• Recognize a problem and provide a
solution
• Focus on questioning, listening and
understanding
• Re...
Make it fun!
Challenge and reward.
Keep it short. No, really.
Show how it works.
Tell stories, share examples.
Put it into practice.
Let’s look at an example!
Describe the benefits.
Don’t forget the features!
But keep it simple.
Use scenarios to keep it real.
Use scenarios to keep it real.
Step 3: Keep it alive!
Because products change so often...you
need to update the e-learning often!
What About You?
• How long does it currently
take you to make text or
image changes in e-Learning?
What About You?
• How long does it currently
take you to make text or
image changes in e-Learning?

(Operators are standin...
Maintenance & Updating
• Should be quick and easy with no
technical skills
– Text
– Images

• Use old fashioned XML
• Allo...
Updating with XML
Updating with XML
Updating with XML
Updating with XML
Product Portals: Sustaining performance
• Moodle LMS gives you more for less
• Include a range of options
–
–
–
–
–
–

Pro...
Let’s Review!
Resources – you are what you share

www.kineo.com

:
Resources – you are what you share

40 guides – including our product knowledge guide at
http://www.kineo.com/elearning-re...
Any questions?
Contact
Stephen Walsh

Cammy Bean

Stephen.walsh@kineo.com
Twitter: @stephentwalsh

Cammy.bean@kineo.com
Twitter: @cammybe...
Photo Credits (Thanks Flickr!)

Patriotic plume: http://www.flickr.com/people/jurvetson/
Wall Detail: http://www.flickr.co...
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Ws 22

  1. 1. Product knowledge e-learning: keeping pace with change Stephen Walsh, Partner Cammy Bean, VP Learning Design www.kineo.com twitter: @kineolearning
  2. 2. Working with leading clients...
  3. 3. Your hosts Stephen Walsh Cammy Bean Stephen.walsh@kineo.com Twitter: @stephentwalsh Cammy.bean@kineo.com Twitter: @cammybean
  4. 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. 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. 6. So why are you here?
  7. 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. 8. Products Change!
  9. 9. How many Blackberry models have there been since the 5810 launched in 2002? Type your guess in the chat window.
  10. 10. Over 60: that’s an average of a new one every 5 weeks!
  11. 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. 12. Product knowledge e-learning: How should we do it? Move fast Build it right Keep it alive
  13. 13. Step 1: Move fast!
  14. 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. 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. 16. Product Knowledge Example 2 Day Prototype
  17. 17. Step 2: Build it right.
  18. 18. Please, not just the facts! Knowing about a product’s features...
  19. 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. 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. 21. Make it fun!
  22. 22. Challenge and reward.
  23. 23. Keep it short. No, really.
  24. 24. Show how it works.
  25. 25. Tell stories, share examples.
  26. 26. Put it into practice.
  27. 27. Let’s look at an example!
  28. 28. Describe the benefits.
  29. 29. Don’t forget the features!
  30. 30. But keep it simple.
  31. 31. Use scenarios to keep it real.
  32. 32. Use scenarios to keep it real.
  33. 33. Step 3: Keep it alive!
  34. 34. Because products change so often...you need to update the e-learning often!
  35. 35. What About You? • How long does it currently take you to make text or image changes in e-Learning?
  36. 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. 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. 38. Updating with XML
  39. 39. Updating with XML
  40. 40. Updating with XML
  41. 41. Updating with XML
  42. 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. 43. Let’s Review!
  44. 44. Resources – you are what you share www.kineo.com :
  45. 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. 46. Any questions?
  47. 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. 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/

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