As a healthcare advertising agency grew to have a global presence, it needed to improve its new hire onboarding process. I introduced virtual instructor-led training (vILT) to provide new employees with centralized messaging on all the software and platforms used in the organization. The training aimed to reduce IT help desk tickets, troubleshoot access issues, reinforce key learning objectives, and provide job aids for the new employees.

Challenge

The organization faced several challenges in onboarding its new employees.

Because of the rapid growth, the IT department was overwhelmed by the increasing number of help desk tickets related to system access and usage.
New employees were frustrated and confused by the lack of system overview and guidance on their first day of orientation.
The organization had multiple enterprise systems that did not communicate well with each other, and that were used differently by different departments.
The organization did not have a consistent and effective way to evaluate the user experience and identify the system gaps.

Solution

I developed a vILT program that consisted of the following components:

A full system overview class on day three of a new hire’s first week: This was a live session that covered all company systems on a high-level, such as Brainier LMS, Adobe Workfront, SharePoint, UltiPro, ServiceNow, Reflektive/PeopleSoft, etc. The session was delivered via Zoom in company Zoom rooms, and involved demonstrations, exercises, and Q&A. The session also troubleshooted any existing access issues and reiterated key learning objectives from the first day orientation.
A technical job aid library on SharePoint: This was a collection of documents that provided step-by-step instructions and tips on how to navigate and use each system. The documents were created using Microsoft Word and PowerPoint, and were accessible to any employee at any time.
A virtual or in-person consultation service: This was an optional service that offered personalized assistance and support to the new employees who wanted to enhance their learning and any demonstrations. The service was provided via Zoom or face-to-face meetings, depending on the preference and availability of the employees.

My Role

I was responsible for the following roles:

Facilitator: I facilitated the vILT sessions and provided guidance, feedback, and support to the new employees.
Curriculum Developer: I designed the learning objectives, outcomes, and assessments for the vILT program, and ensured they were aligned with the business needs and goals of the organization.
Technical Producer: I set up and managed the Zoom platform for the vILT sessions, and ensured the smooth delivery of the sessions.
Business Operations Consultant: I consulted with the IT department and other stakeholders to identify and address the system gaps and user experience issues.
Employee Experience Champion: I advocated for the new employees’ needs and expectations, and created a positive and engaging learning environment for them.

Impact

The program reduced help desk tickets by half because new employees knew what to expect from each system and how to use them effectively. An extensive technical job aid library was created that helped employees with their system-related tasks, while also developing a robust new hire touchpoint that bridged the gap between departments and improved communication and collaboration. The program also elevated the status of the internal Learning & Development department as a solution-focused team ready to consult on business needs and goals. The organization was introduced to vILT courses, which led to increased adoption to save on travel and other business expenses and improve employee billing time.