Supporting software/systems implementation
What companies really want
With a few exceptions, the software/system will work. Yet many companies
do not get the return on investment they expected—higher productivity,
lower cost, more sales, less waste, or simply: faster, cheaper, better.
Why they don’t get what they want
Companies don’t get the payoff from their major investment because
users have minimal skills at go-live. Months, even years, later users
have either not achieved the expertise to use the system fully, or have
settled into using the new system to do the same old things.
What Luminance delivers
Our proven methodology for training and support ensures that users
can perform at a high-level at go-live and equally important, are confident
that they can. After go-live, they continue on to become experts who
use the system and deliver the return on investment.
How we do it
- The key principle: We recognize differences
Jobs are different,
people are different, and their needs are different. We stay away from
- The approach: We focus on individuals
We make mastery learning the
goal. Users don’t just
get the idea, they really get it.
We focus on on-the-job
performance. Users become fluent with
the system and execute the more complex, infrequent, and critical business
transactions reliably by consulting quick-references for just-in-time
- The tools: We build a learning system
Learners navigate a learning
map. Learning Guides and On-Line Tutorials guide their hands-on practice
on the “live” system, typically
a low-cost beta copy of production. For new transactions that will be
infrequent, complex, or critical, learners rely on Quick-References with
the essential business and system details. A user-coach provides as-needed
when-needed instruction and feedback, and the final sign-off on proficiency
- The user experience: We build confidence
With system + business
processes divided into building blocks, learners follow their individual
job paths through the learning map. They are motivated by frequent
successes with the bite-sized units. Learners go as fast as they want,
and when it counts, as slow as they need to. Instead of being controlled
by an instructor’s schedule and the group average,
each learner sets the agenda for becoming proficient and confident. Learners
practice until they are satisfied. They consult with the coach when they
need to. They discuss scenarios with colleagues when it makes sense to
them. They each decide when they truly “get it”.
- The project: We do more, for less
At the outset, we synchronize
the training development timetable with the system specification, build,
test, and implementation phases. The aim is to identify 2 for 1 opportunities
and to reduce the risk of re-work. Examples:
- Work on functional specifications can provide business context
for Learning Guides.
- Test scripts can feed into practice exercises.
- System testing can serve as preparation for user-coaches.
- Test results can shape Quick-References.
- Implementation planning can dovetail with training planning.
These synergies are realized when training development is integrated with system development.
We sometimes get called in when system development is well underway
and, occasionally, when implementation is imminent. While time may be
too short to implement a full learning system, there is the advantage
of greater stability in the software/system and greater certainty on
functionality and the user interface.
Elements of our methodology can be developed and applied
on short notice and with quick turnaround. In a phased implementation,
instructional modules and performance aids can continue to be developed
post go-live, and already-converted areas brought up to speed as implementation