Hewlett Packard E-Learning
When Hewlett Packard needed urgent help with a project in trouble, they contacted Kineo. Good call, it turns out. Discover how we went from that initial call to a great solution – in less than four weeks.
In 2009, HP came to Kineo with a problem. They had worked with another vendor to create an e-learning experience: to educate team members about their Total Customer Experience programme. After seeing the first version, the senior team simply said "no way". The course was too long, too boring, and too ugly. But the deadline was looming for release. The course needed to be launched in less than four weeks.
HP needed a radical solution, and fast.
Kineo had two days to turn around a proposal. The budget was very limited, as they had already spent a good chunk on the original development. The starting source material was a 63-slide deck that they wanted transformed into a 15-minute engaging experience – and in just four weeks.
Along with good old-fashioned hard work, our approach had four key components.
1. Start with stories
Before we could get started, we needed to know more about what makes the customer service programme at HP tick. The original PowerPoint deck contained a lot of information, but didn’t help us to understand how people would make use of it – or even why they would care.
2. Move fast: rapid scripting/rapid build
Once we gathered the stories and focused the module down to the most important facts – the information that would really stand out to people and make a difference in how they worked with customers – we pulled together a complete script in a matter of days.
Art Direction was underway at the same time as scripting, working with the HP team to make sure the visual identity and approach complemented the overall brand and the specific messages for the module.
3. Keep it flexible
Our view on rapid projects like this is that getting to a first version quickly is far more valuable than focusing on paperwork. People needed a first version they could react to. We got something up fast – sort of in a ‘see what sticks’ kind of way – and then worked from there. Some of it worked after the first try, but we’ll admit we didn’t get everything exactly right first time. But that’s kind of the point with this process, as now we had stakeholders engaging and giving us valuable feedback on work in progress. As we went along we made changes to the navigation, modified questions, and even reworked the final assessment functionality after it had been released and tried out by real end users.
4. Have lots of touchpoints
OK, so the value of customer touchpoints was actually one of the learning points in the HP programme. But who says we can’t learn from the content that we develop, as we go? Because things were moving so fast, we were in frequent contact with the HP team. Thanks to a close working partnership, buy-in on the rapid process and shared goals, we got answers quickly and when we needed them. This meant we could keep moving the project forward at breakneck speed.
When all was said and done, HP had a concise 15-minute learning experience that got the message across about the TCE programme. The module is out in the HP community receiving great feedback. And, critically for this project – it delivered results when HP really needed them. As Nicole Sanders, HP’s TCE Program Manager told us: "You guys saved me – it was the best vendor experience I’ve ever had."