We discovered that Fenturi’s average client satisfaction score for 2020 was 5 out of 5.
how did we do it?
One of the benefits of using a digital learning agency is not only their specialist skills but also the opportunity for a fresh perspective. An agency will have a different world view because they work in a different environment. As a client, you simply need to invite them in to get to know you properly. At Fenturi we call this the ‘Discovery’ phase and it’s proved to be a crucial for all our best projects. It’s not a complex idea, it’s simply finding the time for collaboration and having a guided conversation.
- What do the learners think, feel and do?
- Does the company culture encourage learning?
- What is the larger context behind the learning objectives, what does the change mean for the learner?
- What is their working environment like, what time can they give to the course?
- How can we capture behaviours before and after the course, how can we build a proxy for return on investment?
set up for success
Having an open and human conversation will allow your agency to create a course that is the catalyst for the change you seek. Here are some specific examples of how a ‘Discovery’ phase has set up success on our client projects:
- An enthusiastic client wanted to include many hours of content, but by giving us time to review and prioritise, we created a shorter storyboard that kept the learner’s attention. Condensing some technical content as examples rather than a standalone section increased overall effectiveness
- A project where a thorough discovery meant we had a forensic understanding of the subject and learning objectives. When a last-minute decision was made for the course to be mobile first, we were able to adapt interactive elements quickly
- A product owner who had lived and breathed their release every day for months. A discovery phase enabled us to create customer scenarios that aligned to those features, but from the customer perspective
- We challenged the requirements for a laborious pre-assessment and instead introduced self-reflective questions more appropriate for a performance management process
- A proper analysis of the audience uncovered a cohort who did not have access to a computer, and facilitator led training would be impossible. We created an interactive video, where the characters in the video facilitated the discussion and activities.
- Using discovery to identify the case for a pilot programme, that would allow us to track the reduction in time to onboard new staff and win support of more stakeholders. This ultimately quantified the value in hours saved and led to full roll out across the wider group
Try to start a dialogue with your agency as early as possible and with an open mind, not a fixed perspective on the final output. When the client’s focus is on providing good content, information and all the subject matter expertise unique to them, the agency can create authentic and effective learning solutions. It can be tempting to think you are saving time by shortcutting the discovery phase, but it is a false economy. A good agency will push back and insist on taking time to set things up well and the client will eventually by very thankful you did. That’s how we got our 5 out of 5, to find out more about our commitment to quality and exceptional customer experience click here.
Fenturi are running a series of webinars from now until April to discuss the potential for digital learning. These informal sessions are designed for discussion on topics like Discovery, as well as drilling into topics like Compliance, Sales & Product and Technical training. If you would like to learn more or sign up, visit this page here.