simulating systems: delivering digital difference

Simulating systems: Deliveringdigitaldifference

brightwavegroup.com

John BeatonHead of Production, Brightwave Group

First, a question:

What isSystems Training?

Simulate – don’t duplicate

The map is not the territory

Simulation modes• Show me

Demo mode: the learner watches the new system perform its functions ‘by itself’.

• Try itGuided practice mode: the learner is directed through a series of discrete tasks (most common)

• Role playCombines soft skills and system application.

• Test meAssessed simulation: knowledge and competencies marked and quantified.

What is Systems Training?

Show me

Try it

Your letter is now ready to print.

Select the first step in the process.

Tell me – try it

Your letter is now ready to print. The Print option is contained within the

File tab in the top ribbon.

Select the File tab in the top ribbon.

What is Systems Training?

Role plays

Role play scenario

What is Systems Training?

Communication

Communication

What is Systems Training?

Key screen explorer

Key screen explorers

What is Systems Training?

System walkthrough

Systems walkthrough1

2

3

4

What is Systems Training?

Assessment

Assessment

Question-based assessments

Summary• Role plays• Communication• System walkthrough• Key screen explorers• Assessment – simulation /

question

The challenges

Knowledge requirement1.New process / New system

An entirely new introduction to your internal business processes.

Learners and SMEs all starting from a point of limited existing knowledge.

2.Established process / New systemAn existing function within your business replaced or upgraded by a new system.

Existing organisational knowledge will need to be adapted and matched to new procedures.

3.Established process / Established systemExisting knowledge needs to be shared with new users – or reinforced to existing users.

Knowledge requirement• Timeline• Stability• Data• Access• Flexibility

Data capture and

scriptingTesting and deployment

Localisation and

maintenance

Design and planning

Content integration

The process

Design and planning

Data capture and

scriptingTesting and deployment

Localisation and

maintenance

Design and planning

Content integration

USA

Michael

Mouse

Walt Disney World Resort

Orlando

Florida

FL 32830

407-939-7000

UK

Elizabeth

Windsor

Buckingham Palace

London

SW1 1AA

0207 123 4567

Data capture

Data capture and

scriptingTesting and deployment

Localisation and

maintenance

Design and planning

Content integration

Scripting

Data capture and

scriptingTesting and deployment

Localisation and

maintenance

Design and planning

Content integration

Scripting – setting the scene

• Introduce characters• The backstory• The learner’s role• The learning

objective…• …and its

importance

Scripting – add in the detail

Data capture and

scriptingTesting and deployment

Localisation and

maintenance

Design and planning

Content integration

Explain things that happen by default if they're part of the process

“Susan would like to pay her monthly subscription by Direct Debit, so as this is already selected by default you do not need to change this.”

Think about flow. Don’t start every screen with the same text

• A screen is now displayed which…• Next you would…• You'd continue adding the

customer's details by…• Having selected…• You will notice that...

Be consistent within and between topics

“You would select File from the top menu bar, then Print.

(Note that in the live system, you could alsouse CTRL+P to do the same thing).”

Scripting – wrap it up

Data capture and

scriptingTesting and deployment

Localisation and

maintenanceDesign and

planningContent

integration

What did we do?What are the outputs?What happens next?“Amruta will receive a visit from the engineer on the arranged date.”

“Your manager will receive a request to….”

Mention some‘What Ifs’…“Note if the customercould not produce proofof ID, you would not be ableto complete the application,but you could save the detailsto retrieve later.”

Relevance for a different role

“If you don’t work in a customer-facing role, you would still follow a very similar procedure when dealing with internal requests.”

Scripting – Wrap It Up

Data capture and

scriptingTesting and deployment

Localisation and

maintenance

Design and planning

Content integration

Data capture and

scriptingTesting and deployment

Localisation and

maintenance

Design and planning

Content integration

Content integration

Testing and deployment

Data capture and

scriptingTesting and deployment

Localisation and

maintenance

Design and planning

Content integration

Localisation and maintenance

Data capture and

scriptingTesting and deployment

Localisation and

maintenance

Design and planning

Content integration

The process

Systemreadiness

System readinessScope

Prep

Capture

Script

Build

Review

Final

• Accurate scripting• Review script with

screen• Fewer review cycles

System readiness Scope

Prep

Capture

Adjust script

Build

Review

Final

Script

Review

Alpha

• Scripts 80% accurate• Increased review time • Early signoff should

reduce changes between alpha and final

Tools

Adobe Captivate

Assima

Articulate Storyline

When to keepit SIMple

SIMplicityBasic components• Screen grab• An instruction panel • A highlighted item to select • A hyperlink to the next

screen in the sequence• Optional: a home button to

return to the first screen

What does it look like?

Instruction Panel

Screenshot

Highlighted item to select (also a hyperlink)

What does it look like?

Instruction panel provides information as well as indicating what you need to click on

Can include icons such as mouse icon to highlight an instruction

Highlight the item to select in Bold to draw attention

The process• Script / plan • Set up your grab environment (screen resolution,

populate with any test data), or prepare grabs taken earlier

• Open up your template, insert new slide for each screen

• Take screen grab / insert earlier screen grab• Paste in screen, adjust position / size• Add instruction box and update the text• Add highlight rectangle• Add hyperlinks once all page in place• Export as PDF, check spelling / hyperlinks work

Why PowerPoint?

• Easily import text and graphics• Lay shapes over images and add

hyperlinks to internal content• Easy to maintain• Easily export PDFs to print and use

as local reference

Why not PowerPoint?

• Unlike a digital learning module, launched from a LMS, you cannot track progress and completion for compliance purposes

• Cannot test or record scores• Other factors include:

o System sizeo How much do you want to train?

The process – design and planning• What is it going to look like – colours,

fonts, branding?• What are the important steps we

need to cover?• What screenshots do we need?• What are we going to say on each

screen?• What do they need to click on?

Design and planning

Fonts

Colours

SIMplicity

The process – data capture and scripting

Screen grabs

The process – content integrationo Create each pageo Insert each screenshoto Add the instruction text

The process – testing and deployment• Generate a release• Distribute release for review• Gather feedback (spreadsheet)• Update • Test• Release final

SIMplicity

The output

The result

Summary• What is systems

training?• Simulation modes –

show me, try it, role play, test me, key screen explorers, system walkthroughs

• The challenges• Different learning needs• The development

process• Keeping it SIMple

Thank you

brightwavegroup.com