<aside> <img src="/icons/graduate_yellow.svg" alt="/icons/graduate_yellow.svg" width="40px" /> Training programs of three half a day workshops for a total of around 80 participants per program.
These trainings provide the basics of customer centric approaches, and follows the design thinking approach. From exploration and interviews, via defining and ideating, to developing and testing concepts.
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Client: CX Capabilities, // Team: Team Lead (capabilities), three CX experts // Project Duration: continuous ****// Goal: Improve setup and value of training program
CORE TRAINING TEAM
I joint this mastery within my first month, as a co-pilot for another facilitator. After joining this program, I joint the core team to improve the sessions.
After all sessions, we collected feedback from the facilitators, co-pilots, and of course the participants.
ITERATIVE APPROACH
In a team of four experts, we iterated on the format and approach on a weekly basis. We also managed the trainings.
<aside> <img src="/icons/bullseye_yellow.svg" alt="/icons/bullseye_yellow.svg" width="40px" /> GOAL
Improve the impact and value of the global CX Mastery trainings.
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FACILITATOR
I facilitated three trainings of three half a day sessions, together with a co-pilot. This co-pilot was often more junior, and interested in learning more.
FACILITATOR MENTOR
Therefore, I also searched for opportunties to teach and support the junior to take the lead over several elements (and provide feedback and learnings afterwards).
MANAGE INFORMATION
I created material and standardised activities into templates. I approached the 16 facilitators and co-pilots as actual users, improving their experience towards and during the trainings.
IMPROVE FACILITATOR EXPERIENCE
This I did by for example sharing information and knowledge in snackable and actionable nuggets. I created a clear document structure and ensured transparent communication.
Three stream process
<aside> <img src="/icons/location_gray.svg" alt="/icons/location_gray.svg" width="40px" /> IMPROVE MURAL BOARDS
Based on the feedback and learnings, we defined potential changes for the material used and seen by the participants.
We used Mural boards, and divided these into three topics: exploration, ideation, and testing.
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<aside> <img src="/icons/location_gray.svg" alt="/icons/location_gray.svg" width="40px" /> IMPROVE SUPPORTING MATERIAL
We iterated constantly on the supporting material.
This included: facilitator guides, co-pilot guides, team challenges to solve, introduction presentations, planning, live schedule, and team and feedback templates.
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<aside> <img src="/icons/location_gray.svg" alt="/icons/location_gray.svg" width="40px" /> MANAGE UPCOMING TRAINIG
Prepare the participants, groups, facilitator teams, challenges per team to solve, etc. On a quarterly basis we executed a training program, and prepared the participants as well as the involved facilitators.
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