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www.keane.com. ©2007 Keane. All rights reserved. Confidentiality: The concepts and methodologies contained herein are proprietary to Keane. Duplication, reproduction or disclosure of information in this document without the expressed written permission of Keane is prohibited.

Changing the Rules of the GameA Kobayashi Maru Approach to Developing User-Centered Training Content

Joe SokohlDirector of User Experience

http://www.keane.com/

http://www.keane.com/

August 3, 2007©2007 Keane. All rights reserved. Confidentiality: The concepts and methodologies contained herein are proprietary to Keane. Duplication, reproduction or disclosure of information in this document without the expressed written permission of Keane is prohibited.

What We’ll DiscussThe Kobayashi Maru

• A quick video snippetRules are made to be brokenCase study

• Knowing the rules• Breaking the rules• Meeting the true mission of the project

What it means

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Why in the World “Kobayashi Maru”?Let’s go to the show...

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Changing the Rules: A Case StudySituation

• Client was a major manufacturing company with multiple business lines.

• Keane was creating a new version of existing plant operations software.

Mission• I was brought in near the end of the project to--

Create training“Wow the customer”

• The client “just wanted training.”

Execution• Find out what user really needed• Find out what the customer really wanted

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Know the UserWho is the user?

A.The project managerB.The business line managerC.The client managerD.The person doing the task

How to find out:• Talk to real users• Doing real work• In actual context

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Everything Starts with User ResearchInterviewed actual users in their offices, labs, & cubicles

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Sources of information, frequency of use, time in position & with the company


Major Findings

Users hate standup training

Users don’t use manuals

Users find out stuff mostly on their own at their own pace

Users want some control over what they learn

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Personas Envisage the User

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Andrew the Assistant Manager

“Time seems to be moving faster these days. There seems to be only somuch I can do to keep up.”

A 51-year-old research scientist, Jeff has been with Company 22 years. He lives in Midlothian, Virginia, with his wife Brenda an their two middle school kids. He commutes in his green Toyota pickup.

Jeff has been involved in design for the past 10 years. He came to the group from the manufacturing side of the house. He spent 17 years working from a job as a summer intern working on the factory floor to moving into design.

Using his network within the company, he has learned just about everything there is about what’s going on. Lately, though, he’s been inundated with new demands as the company retools both its main manufacturing line and the software that controls the process.

Andrew now finds that he has new things to learn. He can no longer rely on the concept of “that’s the way we do things around here.” Knowing that process changes, he realizes he has new things to learn...yet he doesn’t want to fumble in front of his team.

Andrew’s Goals

• Not make mistakes

• Balance home and work life

• Avoid looking like a fool in front of his peers

• Achieve a sense of creative accomplishment with projects

Training Opportunities

• Provide scale

• Leverage his network to provide more knowledge transfer

• Ensure that he concentrates on design with a minimum of interruption.

1.Jeff comes in at 7:00 a.m. and first checks out his Outlook. He takes note of the many meetings he has (seems like almost all he does is go to meetings). He answers emails that came in over the night, and he also checks his voicemail…the voicemail messages he hasn’t already heard during his commute. He browses the company intranet for new industry-related articles—as well as to find out if any new policies or announcements require his attention.

2.From time to time, some of Jeff’s projects require him to work on creating prototypes. So, he opens The Software. From the Tree View, he finds the current track he’s working on.

3.Jeff needs to change the disposition of a specific prototype track, but it’s been a long time since he’s had to that. He accesses the tutorial, which has a topic that shows him how to do a disposition.

4.Later, his project manager assigns Jeff to work with a project testing a specific product that is designed for travelers. The product requires some inventive ideas on the specific process. Since he works in the primary components area, he needs a refresher on specific tasks. He calls up the tutorial and browses the topics. He selects the one about weight series.


Scenarios Tell a Story

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Intranet Tree View

Tutorial

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3

4

Expectation

Context

Motivation


Create a Vehicle for Self-Learning

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Smartphone

Mobile

Laptop


Questions/Discussion

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Joe [email protected]

Thank you!

Technology

Kobayashimaru For Doctrain West