Work platform
Onboarding design
for a Virtual consultancy
Project type: Virtual onboarding training design
Target users: Newly entering consultants in an entirely remote working firm
My role: Research, Prototyping, Learning Experience Design
Project Background
Client
The client is a fully remote working management consulting firm rapidly expanding based on market demand in the 21st century. As the company's in-house developed software is the exclusive tool for internal collaboration and client communication, supporting new joining consultants to adopt the software is the key to growth.
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The training aims to decrease the drop-off ratio during the early onboarding period by supporting their remote learning process to develop proficiency in using ERP.
Task and Mission
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Design a new remote training programme that facilitates self-regulated learning of practical work procedures using ERP.
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Ensure the new training supports newcomers to cope with challenges in the remote working environment.
UX Research
Research goals
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How are new consultants onboarding the ERP?
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What pre-knowledge of new consultants have about remote working?
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What are their goals for learning ERP?
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What training methods do they prefer to use and why?
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What is preventing them from learning?
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What percentage of new consultants are successful in their onboarding?
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What learning materials does already the client company have for training?
Consultant interviews
Systematic analysis of interview scripts that asked 22 consultants who previously completed their onboarding about challenges in remote training and opinion on desirable learning methods
Digital case studies
Ethnographic case studies of 6 previously unsuccessful onboarding cases
Analysis of communication and work logs on ERP and identify the core challenges of remote onboarding processes
Analysis training materials
Analysis of existing training materials and the work procedures on the ERP system
Discovery of lack of materials in practical operations and explicit descriptions of policies
New Consultant Onboarding Journey
PERSONA
A new consultant is a management service professional with more than 5 years of experience in the service domain and just started her adoption process to Agseny work practices. Through this onboarding journey, she wants to gain job satisfaction and achieve career progression.
Design requirements
Increase practical information
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Comprehensive material about the practical proceeding of work routines.
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Provide detailed information and visual materials demonstrating sequential operations.
Present conceptual models of applications
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Explicit explanations of how and why each sub applications function.
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Help consultants to avoid misconstructions in organisational policies and accelerate the cognitive processes.
Provide guided performance experiences
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Build a demo system using Figma interactive prototype.
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Allow trainees to try interactions on ERP with definite guides and formative feedback on the demo.
Design
To enhance the training in the coverage and detail of practical information, I structured the training into three courses and forty-six lessons as the user story map displays.
The training programme starts with an introduction to learning topics and methods and has three main
courses and sub-modules under them, and ends with wrap-up activities.
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Self-assessment activities are placed at the end of modules so trainees can review their learning progress before
moving on next.
The colour tags noted on lessons represent various types of multimedia used in each learning material.
Training goal: Build a base of self-regulated learning
Training goal: Train knowledge on basic features
Training goal: Make sure the readiness of trainee before ending the training
Training goal: Build a base of self-regulated learning
Demo system
I created guided exercises using Figma interactive prototyping. The demo system has multiple advantages in remote training.
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It simulates a realistic usage situation of service procedures.
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The visualisation presents an exemplified situation from a first-person point of view. This way, it helps trainees more easily recognise work relationships and organisational structure.
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It creates tailored scenarios representing standard work procedures for the training.
Testing &
Evaluation
Participants
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The three newly joined staff of the client company participated in trial training.
Methods
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Testers were asked to follow the think-aloud protocol while interacting with training materials for an hour in a 1-to-1 video meeting room.
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Post-session interviews were placed with questions about the level of difficulties, the structure of the materials and overall attitude toward the training.
Summary of results
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Sufficient and broad coverage of content
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The visual layout is satisfying, and easy to navigate materials.
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Animated images effectively demonstrated sequential operations.
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Guided exercises helped to earn proficiency in practical operations by providing interactive aspects and immediate feedback.