Creating Change Champions for a Big Software Rollout @ St. Jude
- Client St. Jude Children Research Hospital
I am skilled in a variety of learning methods (eLearnings, virtual led training sessions, video guides, quick reference guides, and infographics). I am also skilled at using Adobe.
I craft engaging and effective learning journeys, combining instructional design, technology, and creativity to enhance educational experiences.
I create engaging online courses and educational materials, incorporating multimedia elements to facilitate effective and interactive learning experiences for learners.
To ensure a smooth transition from Salesforce Classic to Lightning, I developed a comprehensive training program with eLearning, virtual seminars, and hands-on practice. Collaborating with change advocates, the strategy resulted in a seamless transition, showcasing effective change management.
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Our organization needed to transition from Salesforce Classic to Salesforce Lightning. Implementing a full-scale rollout was challenging without the chance to pilot the program with the actual users.
The goal was to ensure that every team member, both in-office and remote, could easily adapt to the new Lightning workflow. I was part of a cross-functional team responsible for creating and delivering a training program to prepare users for the transition.
We created a detailed training program that combined eLearning, virtual seminars, hands-on practice, and office hours. Change champions among the support agents played a key role in presenting the training to their peers over three weeks.
I developed the eLearning content for the new Lightning interface, while my colleague worked on a handbook and training strategy. Support agents conducted virtual training sessions and facilitated hands-on practice sessions.
The training program, featuring a mix of eLearning, virtual seminars, and hands-on practice, was highly effective. The involvement of change champions was crucial, leading to a trouble-free transition to Salesforce Lightning. This successful implementation highlighted the effectiveness of well-planned training and strong team collaboration in managing complex software transitions.
To address declining crew satisfaction, which was impacting key company metrics, I used data analysis to identify and address critical skills affecting satisfaction. The data-driven approach led to a significant improvement in crew satisfaction, aligning with corporate goals and showcasing the impact of strategic leadership.
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A ship division faced a decline in crew satisfaction, a key indicator monitored closely by leadership due to its impact on various business areas.
My task was to identify the causes of declining crew satisfaction and develop solutions to improve it. I analyzed data from the past ten weeks to find key factors affecting satisfaction and designed effective interventions.
I conducted a detailed analysis of crew satisfaction data, looking for patterns and trends. I developed targeted questions to pinpoint the root causes and found that certain divisional managers needed specific skills to address the issues.
I organized training sessions for these managers to improve their performance in the critical areas identified. I also created a rubric to track progress and raise awareness about the key behaviors needed for improvement.
The intervention led to a 40% improvement in crew satisfaction in the next evaluation and an 8% increase in the overall average. The positive trend continued, and senior management was highly satisfied with the quick and substantial gains. The project demonstrated the effectiveness of data-driven strategies and targeted interventions in enhancing operational success.
I led a project to update outdated training materials at Uber RouteMatch, addressing issues caused by high employee turnover and outdated documentation. By collaborating with subject matter experts, I redesigned the materials, improving onboarding speed, knowledge management, and operational efficiency.
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Uber RouteMatch faced high employee turnover, resulting in a loss of critical program knowledge. Outdated documentation further complicated the situation, creating knowledge gaps and operational challenges.
My task was to update the obsolete training materials and fill knowledge gaps. I needed to differentiate between essential and non-essential information and work with experts to address immediate needs.
I developed a comprehensive plan to update the training materials. This involved categorizing existing resources, consulting with subject matter experts for relevant content, and collaborating with stakeholders to ensure the updated materials met organizational standards.
I updated and rebranded the training content, ensuring its relevance and accuracy. I worked closely with experts to capture their insights and verify the content.
The updated training materials effectively bridged the knowledge gaps caused by employee turnover. We conducted “read-in” sessions for managers to highlight the importance of the new content. The revised documentation streamlined the onboarding process and improved knowledge management. The project enhanced operational efficiency and set the stage for better future training and onboarding processes.
Salesforce launched a large-scale leadership program to help senior managers transition to director roles due to rapid growth. The program included a comprehensive training curriculum and a learners community, leading to better performance, increased employee satisfaction, and improved retention.
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Salesforce faced rapid growth and needed a structured program to help over 6000 senior managers transition to director roles. Designing this program was a significant challenge due to the large number of participants and the need for effective training.
The goal was to create a detailed leadership training program for senior managers, accommodating a large audience and addressing diverse learning needs. The task involved analyzing existing programs and designing a new framework to improve performance and retention.
We used data analysis to guide our approach and developed a detailed plan with milestones and timelines. Collaborating with experts, we designed engaging content and created a virtual learners community. This platform included lead training, e-learning modules, and community meetups to enhance the learning experience.
Despite the scale of the challenge, the program was successfully implemented. The learners community added significant value, allowing participants to collaborate and apply their skills. Feedback was positive, with improvements in performance and satisfaction, highlighting the program’s effectiveness.
I created a 3-4 minute video to showcase Salesforce Marketing Cloud quickly. By working closely with the Marketing Director, we crafted a compelling story and produced the video on time. This project demonstrated the value of teamwork, problem-solving, and adaptability.
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We had recently developed an eLearning module for Salesforce Marketing Cloud, intended to help the marketing team communicate with donors and sponsors. The director needed a video to highlight the tool’s features and generate excitement.
The director required a video quickly, with a tight deadline of 3-4 minutes. The challenge was heightened by the lack of text-to-speech licenses, making voice-over work difficult. The goal was to create an engaging video that showcased the tool effectively.
I developed a plan to meet the tight deadline. Collaborating closely with the director, we crafted a clear, engaging script. We aimed to complete the script by Friday, produce the video on Saturday, and edit it on Sunday.
I used my video production skills to create engaging visuals that highlighted the tool’s features. Given licensing constraints, I recorded the voice-over myself and synchronized it with the visuals. Our close collaboration ensured the video aligned with the team’s vision.
The video was completed on time and well-received by the team. It successfully generated excitement and effectively showcased the tool’s features. This project demonstrated the value of rapid problem-solving, effective communication, and adaptability under tight deadlines.
In response to new crew members lacking guest service skills, the “Product Knowledge Championship” emerged as an effective solution. This fun and engaging approach successfully improved knowledge and enthusiasm, resulting in better guest experiences. Teams showed great customer service skills, creating an energetic atmosphere that impressed top management and attracted interest from other departments.
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Our goal for dining room service was to impress guests with a beautiful setting, delicious food, and excellent service. However, many new crew members didn’t have the knowledge or experience needed, making it hard to meet guest satisfaction targets.
Traditional training methods were not practical or resource-efficient. I needed a way to quickly teach new crew members essential skills without draining resources or disrupting their work.
I created the “Product Knowledge Championship” as a fun and effective way to teach product knowledge and customer service skills. Crew members were divided into teams, each with a team leader. I provided a list of 30 key customer service phrases to improve guest interactions.
The competition had two main goals: team members had to memorize the phrases and demonstrate their use with energy and enthusiasm. The focus was on both learning and providing great service.
We planned the competition carefully, giving time for memorization and practice while minimizing disruptions to work. The format encouraged excitement, teamwork, and a competitive spirit.
The Product Knowledge Championship was a great success. Teams showed enthusiasm and dedication in memorizing the phrases, creating a fun, team-oriented atmosphere.
The crew members quickly applied their new skills to real guest interactions, improving the dining experience. Senior management was impressed by the crew’s engagement, and other departments wanted to adopt this approach.
In conclusion, the Product Knowledge Championship effectively equipped new crew members with the necessary skills, improved guest experiences, fostered enthusiasm, and gained interest from leaders across the organization.
I developed and implemented change enablement strategies, created communication plans for different divisions, and introduced eLearning solutions for Salesforce tools and new business systems. I managed the entire change enablement plan.
I worked with stakeholders and subject matter experts to create and update assets, tools, and training materials for Uber Business. I managed the design process from the Uber Business playbook to a variety of content formats like online and self-led training. I also ensured that all materials were aligned with business objectives and user needs for maximum impact.
I led fleet-wide transformation by improving learning programs, compliance systems, and coaching efforts. I used data and feedback tools to enhance leadership development and talent management.
I created leadership modules for APAC managers, focusing on engagement and performance, and used Kirkpatrick KPIs for assessments. I also designed a global onboarding survey, improved defect-reduction strategies, and increased NPS by 20%.
I designed leadership and management programs, a mentorship platform, and training forums. I developed soft skills programs, managed training schedules, and created initiatives like the Product Knowledge Competition to boost knowledge and engagement.
I helped introduce a talent management framework (9-box matrix), trained managers in conflict resolution and performance management, and led nationwide onboarding efforts. I supported the development of leadership pathways to foster long-term growth within the organization.
I had the privilege of working alongside an accomplished historian, who played a key role in shaping my analytical thinking and research skills.
The Project Management Professional (PMP) certification is a globally recognized credential that validates expertise in people management, process optimization, and understanding the business environment.
Udacity's Data Analyst Nanodegree provided hands-on experience with Python, SQL, and statistics to uncover insights, present key findings, and develop data-driven solutions.
This course focused on structuring learning experiences and designing content to effectively deliver information to diverse audiences.
The DISC personality profile (Dominance, Influence, Steadiness, Conscientiousness) is a widely used model that helps align individual personality traits with suitable career paths.
Neuro-linguistic programming (NLP) is a methodology designed to improve self-awareness, boost confidence, enhance communication skills, and inspire positive social interactions.
Now that you understand why you should invest in bite-sized learning, here are our top five ideas for creating effective microlearning products.
Because you have a limited time period in which to present the material in bite-sized chunks, you must decide what topic matter is specific to the learners’ needs. It is critical to adhere to one subject at a time and concentrate on the main takeaways that students must know. Request that your subject matter expert (SME) explain what information is critical and should be the primary emphasis of the micro-content. Set as few objectives as possible to avoid becoming bogged down with superfluous and useless information.
Although bite-sized learning is a successful elearning strategy, there is no obvious way to assess your learners’ knowledge. Incorporating recaps into bite-sized modules can help measure their proficiency, but keep in mind that it must also be bite-sized! A quick 2-minute exam to stimulate and determine their talents will discover their strengths and weaknesses, allowing them to receive assistance with the assignment.
The capacity to offer learners with the knowledge they need most is perhaps the most significant benefit of bite-sized learning. Consider the type of micro-content you generate and how it will encourage learners to concentrate on certain job-related tasks. In some cases, a basic presentation will enough, while in others, a game may be more advantageous depending on the subject matter.
Learn about your learners’ performance gaps and how you can modify your microcontent to meet their needs. Which talents or tasks do they regularly employ? What talents or tasks do they rarely encounter?
Bite-sized learning does not preclude your students from benefiting from a full-scale learning experience. Make sure your learners have access to other content types that can support different microlearning techniques. Allow learners to access longer-form content or video content to broaden their knowledge and abilities. It is critical to ensure that various microlearning formats are accessible to augment the bite-sized learning experience in order to accommodate to diverse learning styles and keep learners interested throughout.
It can be quite tough to keep track of everything if you have a vast subject area that requires a lot of bite-sized modules and additional supporting content. If you can’t find anything, your students won’t be able to either.
Implementing a roadmap that organizes all of the bite-sized learning resources would allow learners to quickly track their progress, marking completed modules and those that need to be completed. It allows students to choose whatever modules they want to work on next based on their specific needs. Consider designing a unique bite-sized learning path for each student.
The advantages of bite-sized learning can improve your employees’ efficiency, effectiveness, and productivity.
Making online training content available to your staff is a fantastic first step in making training more accessible and powerful. Investing in small, bite-sized learning morsels, on the other hand, can boost the effectiveness of your training.
I will take a look at the realm of micro-learning content. I will specifically address the topic, “What is bite-sized learning?” and provide you the top five advantages of brief, relevant training content.
Most organizations and businesses have employee training programs, whether it’s onboarding training, sales training, or something else. Employees are prepared for their occupations, roles, and responsibilities through these training programs.
The majority of these programs require days, weeks, or months of reading training manuals, viewing videos, attending meetings, or some mix of these activities.
Long training sessions are beneficial for new employees, but what about when you need to swiftly upskill an existing employee or provide on-the-spot refresher training?
Bites-sized learning (also known as micro-learning)!
Microlearning content for eLearning is training content that is:
Easily accessible, Quickly consumable, Job-specific
Consider micro-learning content that an employee can consume in less than 5 minutes. Micro-learning content also catches attention and drives learner retention since it is easily digestible and relevant to the employee.
In contrast to prolonged, traditional training, here are some examples of bite-sized learning:
Finally, bite-sized learning is about putting relevant, helpful knowledge in your employees’ hands as soon as they need it.
Let’s look at some of the advantages of bite-sized learning now that you know the definition of the term.
We’ve already covered some of the advantages of bite-size learning, but we’d want to dig deeper into a few of them.
Here are the top five benefits of eLearning micro-learning.
Micro-learning in eLearning is a method of providing employees with easily digestible pieces of information. Micro-learning, as opposed to extended training sessions, uses fast reads and short films to catch attention and drive retention.
Your go-to team for entertaining and engaging micro-learning content
Among the several advantages of bite-sized learning in the workplace are:
Finally, micro-learning training content gives content targeted to the current workforce’s needs and goals.
The return on investment (ROI) of training isn’t as difficult to calculate as you might believe. However, you will most likely need to consider it before implementing your training program. It all begins with strategy. If training is not the best answer, the goals are unclear, or it is poorly implemented, the ROI may be quite low. Learn five things to ask before establishing a training program in my previous blog post, “How to Get the Most Out of Your Training Program?”
Employees benefit from training in a variety of ways.
We know that training helps people advance in their careers by enhancing their job abilities. However, employers benefit from training in a variety of ways.
Regardless of these excellent outcomes, your company’s leadership may request that you quantify the financial benefits or ROI of training. This is achievable because you launched your program with explicit goals, the correct delivery mechanism, and clearly stated measurements.
If you’re utilizing metrics that are already being tracked, make sure you measure them before and after the training program to document the difference. Then, at regular intervals, continue to monitor and quantify the change to document the long-term advantages of training.
Benefit
Return on Investment = ----------------------- X 100%
Cost of training
The method is simple, but you’ll need to go through a few stages to collect the numbers you need.
Use these four stages to assist you in calculating ROI.
Of course, you measured sales before to the training, so you know where you stand. You may now track sales one, three, six, and twelve months following training. Assume that after six months, your sales of smart light bulbs have climbed by $5,000. The training was free of charge.