STEP ONE: ANALYSIS

This is all about understanding your business, the value your solution provides your clients, the use cases for the solution and how the different user groups are intended to be interacting with your platform. It’s easy to get overwhelmed and distracted during this process, which is why it’s so critical to get an expert involved.

You want someone who understands you, is capable of learning your product, can engage with your clients and your team, and can hone in on your training needs in an efficient and timely manner.

STEP TWO: DESIGN

With a solid understanding of why clients want to invest in the solution, what the skill levels and expectations are of the various user groups, how intuitive or complex the various parts your product are, and what successful usage behaviors of your client base look like, the designer can step back and draw out a curriculum that makes sense for your solution. This curriculum identifies the core training needs and will be the foundation of your training program.

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The individual who designs this needs strong collaboration skills, has to be adept at learning new software and understanding your business, and be organized and incredibly thoughtful about what your curriculum looks like.

STEP THREE: DEVELOPMENT

Development of training content is when the curriculum starts to come to life. This can be the most time consuming part of the whole process and takes a subject matter expert in building training courses, meaningful training examples and scripts. They also need experience in efficiently using video editing software tools that are part of the production process.

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You need someone who knows how to prioritize a large workload and has quality threaded in all content development.

STEP FOUR: DELIVERY

Best practices in the training industry is to deliver training in a blended way, using a combination of instructor-led courses (live or virtual web trainings), on-demand resources (training videos) and learning retention tools such as certification exams. Not all companies take the same approach to the delivery of their content and discussions need to take place to determine what works for you.

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You need someone who has researched the different delivery tools available, who can apply their understanding of your product and your user base and make appropriate recommendations for delivery based on that knowledge.