• Rapid Workflow Analysis

• Workflow Learning

The challenge

The client was transforming their clinical, regulatory, and quality processes to drive speed and cost efficiency within R&D. This included the implementation of a cloud-based integrated system to manage their end-to-end processes with related content, data, and workflows. The client challenges related to employees learning and adopting new processes included:

• Existing training resources that lacked context between system tasks and business process.
• Upfront training delivered too far in advance of when employees needed to apply it, which led to a high “forgetting curve”
• Perceived lack of relevancy of existing training to user roles
• No time for practice and limited support for employees on the job
• Simultaneous implementation of multiple system modules
• Rapid updates to content covering the cloud-based system based on new features and functionality

The solution

Conduent provided a strategic solution for learning and performance support that included a blended workflow learning design anchored by a learning portal that supported employees’ learning needs in the flow of work. The solution organized the content by workflow processes and tasks, connecting system tasks to the work being performed. The portal provides multi-layered digital performance support that enables employees to drill down to deeper levels of support as needed and helps them apply the learning to their work in real-time.

The results

Conduent’s solution contributed to lower training costs by reducing the amount of upfront training needed. The solution also helped reduce errors and increase speed to effective performance by delivering learning at point of need in the context of the work. Overall, improved adoption and employee satisfaction was established with new system and business processes. Overall, the solution contributed to improved adoption of the new processes and system, and to greater employee satisfaction.