Designing a global online learning system
InterSystems Corporation is a global leader in advanced software technologies: "We are the engine behind the world’s most important applications." Its innovations include strategic interoperability, big data, healthcare, rapid development, and cloud deployment.
As the company experienced tremendous growth, it needed to expand its training capabilities to meet growing customer needs. InterSystems called on Story+Structure to help design a global online training experience and disrupt company culture to drive change.
Introducing a new service to a global workforce and client base
Managing customer and vendor expectations
Driving user adoption
Shifting internal culture & paradigms
Developed custom learning management system on Open EdX platform
Helped create a culture of learning anytime, anyplace, and anywhere
Helped InterSystems embrace a human-centered approach to strategy, design, and implementation
Challenge: A culture change was needed for a successful outcome
InterSystems was well known and respected for its client services. Training was provided at onsite at its Cambridge MA headquarters and through a "train-the-trainer" program. While both models were effective, InterSystems needed to rethink training to keep up with its growing customer base.
VP of Client Services, John Paladino, decided it was time to implement online learning. Paladino recognized that the success of a new global platform would require a disruptive approach: "This was an opportunity to shift training towards a more robust framework of learning.”
Solution: Human-centered strategy to scaling massively
Story+Structure worked with the company's Learning Services team to shift the thinking from "if you build it, they would come" to a human-centered approach. We interviewed staff, vendors, and customers to better understand their needs and their perception of this shift away from localized training. It was clear that rolling out a new platform required a deliberate and thoughtful strategy.
We started prototyping on the Open edX platform. Open edX was selected by InterSystems for its ability to scale quickly to large audiences.
It was team effort with Learning Services guiding instructional design, Appsembler leading technology development, and Story+Structure handling design strategy, user experience, and project management
Together, we rolled out prototypes for InterSystems two largest products: HealthShare and TrakCare. Testing took place in Scotland and the United Kingdom.
Leading with User Experience
S+S helped InterSystems understand that user experience should lead the way for which all related activities, i.e., features, staffing, launch strategy, etc. This allowed InterSystems to be very intentional about each step of development including how to scale it and support it.
S+S helped develop communication strategies to promote the new learning platform, gather feedback, and drive user adoption. Internal company buy-in was key and critical to the success of a larger deployment.
John Paladino: "Our new platform enabled us to share information more effectively, to drive adoption, to better enable client success, and to promote a culture of learning."