A comprehensive onboarding and learning experience
The Green Climate Fund (GCF) is a fund established within the framework of the United Nations Framework Convention on Climate Change (UNFCCC) as an operating entity of the financial mechanism to assist developing countries in adaptation and mitigation practices to counter climate change.
The GCF is based in Incheon, South Korea, and has raised USD 10.3 billion equivalent in pledges from 49 countries.
A collective vision for new starters
The Green Climate Fund desired to deliver a comprehensive onboarding and induction program that provides a sound understanding of GCF's climate focus, shared values, governance, policies and practices. This would be underpinned by a newly formed learning experience framework and strategy for its realisation and deployment.
To achieve this vision, imc set out on a co-creative 5-week journey to discover, define, translate and align up to 20-hours of proposed learning to not only deliver on its requirements but to further provide the ideal experience for a new starter.
This was achieved by connecting everything back to the organisation's greater ecosystem of all things learning, development, knowledge management, change and performance.
Along the way, imc discovered a holistic framework for learning, developed a multi-pathway curriculum framework and learning strategy, while further defining the overarching narrative and experience to be shared by all new starters.
Making sense of diversity and complexity
To design such a large scale orientation solution, there was a large process of consolidating, defining and uniting many factors of content and experience. We had to consider that with every new starter who joins the Green Climate Fund, there is a different story to tell.
Therefore, we had to understand their perspectives and identify the universal needs shared by many of these new starters, such as setting up a new life far away from home. Additionally, across GCF, there are over 80 languages combined with an incredibly complex subject matter concerning climate and financial science that needs to have its learning performance analysed correctly.
The Learning Experience Framework
imc took the time to acquire a vast collection of research insights and begin a process of sense-making. Through this, the seemingly disconnected begins to take on new forms of service and experience.
This is precisely what happened as we began to explore the three emerging modes of education, exposure and experience. To validate the path we found ourselves on, we mapped what expert participants said we needed, against what end users said they desired, to have the ideal orientation experience.
Where we landed was at the beginning of a robust Learning Experience Framework; capable of not only driving all aspects of the orientation project in question but across the entirety of GCF with strategic foresight.
The Learning Experience Framework is a continuous model of learning and development which embeds opportunities of meaningful experience, exposure and education to occur across all aspects and areas of the Green Climate Fund. The Learning Experience Framework grounds the education components of the orientation by providing clarity and insight into what belongs within it at an organisational level.
Our focus on orientation for education
By gaining clarity of the bigger picture, we were able to move forward more gracefully.
We began by finalising this newly discovered Learning Experience Framework, and then proceeded with an in-depth meta-analysis of all proposed digital learning topics for the Orientation.
Within the 20 hours of Digital Orientation Modules, we identified the need to focus on four core types of digital learning approaches to meet the diversity of needs we discovered throughout our research. These are:
- Scenario-based learning
- Problem-based learning, and
- FAQ and resource
Through creative and innovative design, these four approaches will create optimal coverage of all content being delivered across the 20 hours of education. The orientation for the education project is currently in discussion with GCF.
Overall, the client feedback was incredibly positive towards the professionalism and quality of performance by imc team.
Furthermore imc and the Green Climate Fund were recognised as Platinum winners in the 2021 LearnX awards. The international award program honours innovative and creative projects in the fields of learning and design every year.
Creating a Better Employee Experience
The Commission for Children and Young People (CCYP) is an independent statutory body that promotes improvement in policies and practices affecting the safety and wellbeing of children and young people in the state of Victoria, Australia.
Using a human-centred design approach
The CCYP desired to create a better orientation and overall employee experience for their people.
To do this, we implemented a human-centred design approach in the new hire program across its organisation.
The solution of human-centred design enables us to consider the people that we’re designing for.
So putting people at the centre is the core of everything we do.
Creating a huge disruption to the current approach
CCYP strived to make the new starter and employee experience enjoyable, nevertheless, the reality was that new starters were handed 60 pdf documents when joining and sent on their way, leaving everything to chance. Our intervention was focused on disrupting this in a big way.
For CCYP, 'experience' was defined as “an event or occurrence which leaves an impression on someone” or a “feeling and emotion”. Employee experience, much like customer experience, is the deliberate and intentional design of systems and processes that create better human outcomes.
In the context of CCYP, Employee experience is the way new starters feel and the impression that’s made on them when they join the organisation.
Considering the people we are designing for
This project was developed with a Human-Centred Design approach.
Human-Centred Design is a way of working and being that exists beyond a project or methodology. The world around us is changing rapidly, and the human-centric approach prepares us to deal with uncertainty and ambiguity.
Using Human-Centred Design methods helps us to understand human values and latent needs, so we are able to create people experiences that are meaningful and resilient.
Through this approach, we were able to shape a workplace experience where people want to be, one that responds understands, and values the perspectives and needs of those we aim to empower.
Delivered on time and on budget
This project delivered on what it set out to do on both time and budget.
Not only did we meet our original objectives, but imc successfully managed to implement the majority of strategic findings throughout the organisation.
After we delivered the initial concept, imc developed a 20-minute orientation module, implemented our innovative Trello solution as induction hubs, and further refined the organisations perspective on learning-centred employee experience for the future.
imc and CCYP were recognised as Gold winners at the 2021 LearnX awards, in the category Best Talent Strategy: Employee Experience. The international award program honours innovative and creative projects in the fields of learning and design every year.
With chatbot and WBT to the
Villeroy & Boch is one of the leading premium brands for ceramic products worldwide. Founded in 1748, the family business based in Mettlach, Germany stands for innovation, tradition and abundance of style.
As a renowned lifestyle brand, Villeroy & Boch has a presence in 125 countries with its bathroom, wellness and fine tableware products.
Fit for the leading trade fair
The ceramics manufacturer Villeroy & Boch needed to train around 400 sales representatives worldwide for a trade fair. Each employee attending the fair had to complete mandatory virtual product training so they would be able to present the new products.
The greatest challenges were:
- Time pressure: training had to be complete by a certain date
- Ensuring mandatory participation
- Subsequent testing of learning success
- Catering to different ages with different e-learning skills
Virtual product training
Two different web-based training courses (WBT) were created for the predominantly technical products. For all other new developments a chatbot was developed.
The chatbot was filled with short learning units aka learning nuggets, each taking 3 minutes to complete. Each participant moved through different topic areas and product training units.
Each employee arriving for the trade fair was required to complete these training courses in advance and demonstrate in a test that they had understood the learned content.
The training received a strong response and achieved high levels of acceptance. Employees provided extremely positive feedback.
Villeroy & Boch therefore plan to work with equally innovative, digital training concepts for future trade fairs.
Training internal and external audiences
Headquartered in Hamburg-Eppendorf, Eppendorf AG develops, produces and distributes products and services for laboratories all over the world. These products are often used in the pharmaceutical, biotechnology and food sectors.
The company is the world market leader in many areas of laboratory technology. Across its global operations, the group has more than 3,000 employees at 34 locations.
Knowledge acquisition in record time
Increasing legal requirements, fast global growth, more employees, a more extensive portfolio and a shorter time to market – A few years ago, Eppendorf AG faced all of these challenges. To fight these challenges, it required not only the employees to be trained but also the network of external partners and service providers to be educated. Only when this network of both internal and external groups (together the so-called "Extended Enterprise") is up to date with the latest products, services and developments, at all times, Eppendorf can provide the quality that it strives for. Time and efficiency are essential in this training process.
Mastering these challenges is even harder when old-fashioned and time-consuming training processes slow down the progress. This is where the professionally set-up blended learning concept within a cloud-based solution comes to the rescue.
An open professional development concept
As part of an integrated e-learning strategy, the imc Learning Suite was implemented across the entire company as “Eppendorf Academy”. Hosting in the Microsoft Azure Cloud ensures virtually unlimited scalability and immediate availability
The objective was to systematically complement or replace existing face-to-face training courses with e-learning offers to create a blended learning experience.
The imc authoring tool Content Studio was chosen for the creation of interactive and multimedia learning content.
90 % of users rate the courses
In order to facilitate swift identification and rectification of gaps in the content, obtaining continuous feedback from the course participants was very important for Eppendorf AG.
The dialogue with the learners directly shows to what extent the learning content helped the learners perform their daily tasks, and where further improvements were needed.
The participants’ feedback has been impressive: A staggering 90% of users to date rate the courses as helpful or very helpful.
Taking off safely with LMS and
Lufthansa Aviation Training (LAT) is a wholly-owned subsidiary of Lufthansa AG, providing training and development for flying personnel in a global market since 1997. In addition to the flight operations of the Lufthansa Group, more than 200 other airlines also have their crews trained by LAT.
The product portfolio includes basic training of pilots and flight attendants, flight simulator training, emergency and service training.
Strict guidelines and highly flexible
Highest quality standards for pilots and flight attendants: That is the mission of Lufthansa Aviation Training (LAT). To achieve this goal, the company utilises proven didactic concepts, experience and state-of-the-art learning technologies. The wholly-owned subsidiary of the Lufthansa Group is among the pioneers in the use of e-learning in training and development. Even in the 1990s, the company employed multimedia web-based and computer-based training courses, transitioning from face-to-face events to an online format.
However, this was still not enough to achieve swift implementation of the different airline’s diverging requirements. Moreover, guidelines and instructions from the Federal Aviation Office (LBA) must be strictly observed, often requiring inclusion in the curriculum.
“LAT’s training business is very volatile. When one of our clients buys new aircraft, defines new learning content or needs more flight attendants, we must be able to respond quickly,” says E-Learning Team Leader Udo Link at LAT. The solutions the company had in place were no longer sufficient. A consistent, modern and professional development platform had to be implemented that would instantly be ready for action.
Learning management system in the cloud
In the summer of 2010, LAT decided to implement a learning management system (LMS). Choosing imc as their supplier was an easy decision: At the headquarters of the Lufthansa Group, the imc Learning Suite was already a great success.
LAT decided on the cloud-based version of the multiple award-winning imc Learning Suite, the learning management system by imc. Together with Microsoft, imc is offering an instantly available and easily scalable LMS solution as Software as a Service. It allows LAT to always respond flexibly to changes in real time, both in relation to the number of trainees and the learning content. The LMS also facilitates smooth and intelligent dovetailing of online training and pure face-to-face training.
For instance, future flight attendants must complete a 2-day online training course before arriving for their first face-to-face training. With this approach, LAT ensures that all participants are sufficiently prepared and have the same level of knowledge. The Learning Suite facilitates the implementation of a uniform and consistent blended learning approach while significantly reducing administration costs.
Flexibility and furthering motivated learners
Following a test phase, the entire curriculum for flight attendant training was transitioned to the blended learning concept with the Learning Suite. LAT primarily utilised LMS-based e-learning to provide trainee flight attendants with straightforward access to learning content at any time and from anywhere.
Being able to implement changes and adaptations swiftly also played a key role for the Lufthansa training centre. LAT leverages the full spectrum of comprehensive imc learning technology, way beyond the basic functions of the LMS such as provision of multimedia learning content, participant administration and tutor support.
LAT firmly believes that highly motivated learners achieve better results and promotes this. For example, trainees can use mediated chats to speak to a tutor in the chatroom. A self test is scheduled at the end of any major learning unit, allowing each participant to assess their own performance. LAT uses mandatory tests for the Federal Aviation Office’s (LBA) learning content that requires documentation. A certificate is issued to prove a participant has passed such a test.