Keeping 6,000 financial advisors in an eleven-year-old version of an investment planning platform was keeping a wealth management company from actualizing their vision of an integrated, efficient, and insightful field experience. Through a combination of compelling change management communications leading up to the migration, and highly efficient in-tool training supporting the roll-out, the platform update experienced minimal disruption to the field and its clients.
Pre-Launch: Compelling and Clear Comms
The company's annual conference presented a wonderful opportunity to promote the upcoming launch. Our trailer showcased the high-level benefits of the platform and was used throughout lead-up comms and conference sessions, most compellingly as the lead-in to the TED-style presentation by the company's vice president.
Digital Update Guide
A responsive e-learning functioned as both an interactive platform tour and a concise upgrade guide at the conference. Swag and other marketing materials directed visitors to the digital update guide, providing it secondary and tertiary uses as as a follow-up resource and primer for those who couldn't attend the conference. Designed with app-like UI and UX, it enabled advisors and their staff a self-guided resource to learn:
- Why the upgrade was beneficial
- How they would see impact on day 1
- When they would experience the migration
- What the upgrade's benefits looks like as a concrete and visual experience
Migration Support: In-Tool Technical Training
To accelerate time to competency in the updated platform, we considered solutions that could:
- Provide relevant information in the right amount in the flow of work
- Be developed and updated quickly
- Fight against the forgetting curve in support of new habits
- Anticipate learning needs
- Easily adapt to platform updates
- Provide Insight on engagement and organic user paths
Traditionally, complex systems training has been supported by step-by-step material in the form of a PDF or the How To video. While the former is quick and inexpensive, and the later has shown great promise via Camtasia and YouTube, both approaches miss the opportunity to a) shorten the time and friction between learning and application in low-stakes, high-fidelity scenarios and b) provide more extensive functionality (conditional triggers, analytics, etc.) behind the scenes.
For many of these reasons, WalkMe was selected as a tool to support systems training. Through WalkMe, training could support each of our inherent design values:
Fight against the forgetting curve and Anticipate Learning Needs
As the training experiences lives as a skin over the tool that is being taught, the cognitive load of finding relevant information and applying it is greatly reduced. Moreover, follow-up training that reinforces behavior is triggered by related actions within the platform.
Beyond the essential or 101 material and its reinforcement, more advanced step-by-step training was set up to be triggered by actions indicating advanced use within the platform. While this might conjure images of Clippy, administrator analytics provided information on whether these triggered learning were followed through to it’s application or dismissed pre-maturely.
Support rapid development
As releases to the investment platform are typically incremental, WalkMe updates are similarly incremental, whereas video and other alternatives would require more extensive edits for these minor platform changes.
WalkMe took the burden off having to recreate the environment to enable problem based learning, and instead leveraged the current platform and its test environments to provide high-fidelity simulation.
Right Information, Right Amount
True nano-learning in that material eschews unnecessary learning strategies (i.e., stating learning objectives, stirring motivation, providing scenarios) to support highly-functional and time-efficient experiences.