Challenge
Distributed workforces have a unique a risk of disconnection,
burnout, and turnover. In this case study, distributed craft
professionals were given soft skill training which suited them
uniquely and deeply embedded company values at scale.
“Distributed craft professionals” includes engineers through
retail workers to customer support representatives who work in
a distributed way; either individually or as a part of small,
dynamic teams.
This workforce is traditionally offered limited personal
development opportunities, mostly compliance and technical
training, because of the difficulty in delivering “soft skills”
development in a cost effective and flexible way.
The lessons learnt are widely applicable across both roles and
organizations.
Application
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Worked with the client to define the target behaviors /
soft skills to allow them to meet key business targets. These
skills are also key to employees' career development.
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Delivered a 3 month Proof of Concept (“PoC”) applied to
the client’s 10,500 employees. (8,000 office based and
2,500 distributed craft professionals).
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Analyzed the data from the proof of concept to adapt
recommendations for individual development needs.
These recommendations are set within a framework built
around the organization’s purpose.
Results
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70% participation from office based employees and 83%
participation from distributed craft professionals.
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Improved click throughs 1.5x and peer to peer text feedback
2.5x by asking employees to direct their own learning.
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The average craft professional “clicked through” to adaptively
generated video training 1.8x times as often as the average
office-based employee.
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Craft professionals used the automatically paired mentoring
feature 15% more than office based employees, with very high
quality feedback dialogue.
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