A Human-Centred Approach to Implementing New Systems

Our client is currently implementing a learning platform as part of their journey to improve ownership, process, data, management and accessibility of Learning across their organisation. Whilst the initial focus is on compliance training and assurance, there is a wider goal of developing learning cultures and driving continuous professional development.

Our Human-centred Design capability worked collaboratively with our Digital Learning Hub and their team to facilitate the education processes for their new platform.

To ensure our training was tailored to the respective audiences, our first step was to conduct a research phase. This helped our teams to gain valuable insights into the goals, motivations and frustrations of our users.

During this phase, we conducted multiple interviews with the identified target audiences, focusing on six key areas, talking to Managers and the wider employee audience. Throughout the interview process, we utilised the ‘5 Why’ technique, discussing device accessibility, whilst building a better view of our audience’s mental models.

Following the interviews, we updated our Training Needs Analysis allowing us to fully understand previous training experiences to enable us to develop a learning programme that would engage all users across the organisation.

Based on the interview findings and research, we translated our outcomes into comprehensive Persona cards. These personas act as fictional characters to represent the different mental models of the audiences that will interact with the new platform.

To bring the personas to life, we created a set of digital characters that reflected the same characteristics, to be used throughout a series of animated videos. The aim of the characters was to promote recognisability and familiarity of the different personas, enabling users to identify themselves when digesting the information presented in video format.

The characters were also used as part of our eLearning content, which was supported by visual representations of the new platform. This will enable a seamless guide for users to follow when learning the functionality of the new system, ensuring they have the relevant support available when needed.