Situation

DashAI, a pioneering company in self-driving technology, is experiencing rapid growth and scaling. As they prepare to launch their third device iteration, they recognize the critical need to ensure their technical representatives are equipped with the latest procedural adjustments to maintain superior customer service

Task

The task at hand is to develop a comprehensive training program that not only communicates technical procedural updates effectively but also ensures uniform understanding among a dispersed audience. This involves consolidating information from rough drafts into a structured course accessible through the Learning Management System (LMS) hub.

Action

Analysis: Conducted an in-depth analysis of text-based technical customer solutions to identify efficient pathways for communication and information dissemination.

Review: Collaborated with Subject Matter Experts (SMEs) to refine information, incorporate technical outlier guidelines, and establish a preferred communications strategy.

Working: Engaged in troubleshooting via a lab setup to gain firsthand understanding of procedures from both customer and employee perspectives.

Visuals: Curated visual content, including pictures and videos, to supplement course material and enhance understanding.

Structure: Associated troubleshooting steps with respective issues and consolidated course modules using Articulate Storyline's branching capabilities.

Course Design: Conceptualized and structured the course, focusing on iterative testing of layers, variables, and external protocols.

Comms Design: Utilized Colossyan's AI model to craft an organization-wide communication script and create a succinct, engaging video.

Result

The finalized training program and communication strategy resulted in nearly 60% attendance among the technical representatives within the first week. Feedback indicates increased competencies and smoother consult interactions regarding DashAI's second device, reflecting the success of the initiative in keeping the workforce aligned with evolving technical requirements and customer needs.