The brief

My client had recently launched a new insights platform to drive more data-led conversations across the business. Adoption rates were high, but the team was drowning in troubleshooting requests, leaving them unable to respond to all queries. The team also wanted to develop a smart approach to onboarding.

The work

I project managed the development of a series of educational videos to be hosted on the company’s intranet and imbedded in onboarding materials.

The videos included:

• A stakeholder interview to introduce the platform, its importance to the company and an overview of its functionality

• A troubleshooting video, featuring platform demos aligned to the most commonly asked questions across the business

• Further case studies to delve a little deeper into the capabilities of the platform so that super users could be fast tracked

A full suite of assets was developed to introduce these videos to the company, and ensure colleagues knew where to find them going forward.

The result

Instead of responding to a landslide of requests from global colleagues, the team was able to quickly direct people to the suite of educational videos. 9/10 colleagues were able to solve their own issue by accessing this information, freeing up the team to concentrate on other work.

Relevant colleagues were also introduced to the platform and made aware of its importance within their first few days with the company, meaning it was front of mind from the get-go.