Universal Creative - Adaptive Help/Contextual Learning

To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of Universal Creative.

PROBLEM

Universal Creative had recently deployed a Program Project Management system, PMWeb. Although robust, the system was hard to use and changed many of their long-existing processes. To help alleviate the issues of use, the implementation team decided to offer online learning content soon after the initial rollout. WalkMe was the selected digital adoption platform.

ABOUT UNIVERSAL CREATIVE

Universal Creative is responsible for designing and building immersive experiences at Universal Parks & Resorts, which consists of four amusement parks and a resort. The Universal Creative team is the process of constructing the fifth amusement park and second resort in Beijing, China. The team is composed of architects, designers, engineers, financial analysts, legal counsel, project managers and is supported by their own IT department. 

Universal Creative is part of Universal Parks & Resorts, a division of NBCUniversal, a subsidiary of Comcast.

RESEARCH

Program Project Management Process Flow

Before starting the research process, I decided to create a project management process flow diagram to familiarize myself with each step in the process to eventually confirm that they all be reflected in the training content.

Stakeholder Interview

Officially, I started the research process by conducting a stakeholder interview with the two Subject Matter Experts (SME) for PMWeb. The primary focus of the interview was to assess the target audience and their learning goals.

Content Inventory

With the help of the SME, I inventoried all of the existing content created by the PMWeb Implementation Team. We then assessed each document for value and accuracy. All out-of-date and missing documentation would need to be created.

SWOT Analysis

Next, I created a SWOT Analysis for online learning to help plan the strategy that would be used to implement the platform. By identifying both internal (strength & weaknesses) and external (opportunities & threats) factors, it would allow us to better develop content while avoiding issues identified in the analysis.

User Personas

Finally, I created a user persona for each of the targeted audience. Each persona was created based on the feedback the implementation team received while performing user acceptance testing just prior to the PMWeb rollout.

IDEATION

Problem Statement

The WalkMe DAP is intended to provide the PMWeb users with contextual learning and adaptive help content accessible within the system. The current training methods are not adequately preparing the users with the competency required to navigate the PMWeb system successfully, which is causing process delays that ultimately resulted in missed milestones or deadlines. WalkMe will address this gap by providing users with relevant on-screen guidance, tooltips, automation, and access to documentation based on their location within the application. Success will be measured based on user errors, support inquires, survey feedback.

Ecosystem Map

Although an ecosystem map is typically created during the strategy process, I included it here to illustrate the role of WalkMe and its connection to the other training methods already offered. In addition to providing on-screen guidance, all training documentation and video would be accessible through the platform.

SOLUTION

Content Strategy Plan

I created the below content strategy plan so that the SME would have a clear understanding of each of the WalkMe tools and how they would be used.

Release Planning

Following the Scrum frameworks for Agile, below is the link to the product backlog, and the release/sprint board.

WalkMe Release/Sprint Board

WalkMe Backlog