TECHNICAL UPDATE
TECHNICAL UPDATE
CASE STUDY
Our client, a leading organization in their field, embarked on a project to enhance their Jira ticketing system. Their objective was to streamline and optimize the Jira ticket desk, ensuring a seamless experience for their teams and stakeholders.
Client Requirements
Efficiency Improvements: The client aims to significantly improve the efficiency of their Jira ticket desk. They want to reduce response times, enhance issue tracking, and ensure faster resolution of tickets.
Comprehensive Understanding: The client expects the e-learning materials to provide a comprehensive understanding of the updated Jira ticketing system, covering both the user interface and the functionality enhancements.
Accessibility: Ensuring that the e-learning materials are accessible to all employees, including those with disabilities, is a top priority for the client.
Modularity: The client wishes to have modular content that allows learners to pick and choose topics relevant to their roles, enabling a tailored learning experience.
Complexities
Remote Work Environment: With remote work becoming the norm, the materials must be easily accessible and engaging for remote learners.
System Complexity: The updated Jira ticketing system may have intricate features and functionalities, making it crucial to simplify and explain these aspects clearly.
OUR SOLUTION
We proposed an Instructor-Led Training (ILT) program specifically designed for the client's various teams. This format allows for direct interaction between the instructor and the learners, facilitating a deeper understanding of the Jira system.
To make the training more engaging and memorable, we introduced a catchy acronym: "Just Include & Report All Info (JIRA)." This acronym serves as a mnemonic to reinforce key concepts throughout the training.We incorporated elements of storytelling to relate moments when you ask someone for assistance but fail to provide all the necessary information. You might recall instances where incomplete requests led to confusion and wasted time.
To maximize engagement, we incorporated gamification elements into the ILT sessions. In this approach, the instructor's role is minimized as the focus shifts to active participation by remote learners. Gamification techniques, such as quizzes, challenges, and team-based activities, encourage learners to apply their knowledge in a fun and competitive way.
During the ILT sessions, the instructor serves as a facilitator, guiding discussions, and encouraging learners to share their insights and experiences. This approach promotes peer-to-peer learning and allows participants to gain practical knowledge through shared experiences.
We incorporated a microlearning module, specifically designed for mobile devices. This mobile learning solution served as a take-home assignment, allowing learners to reinforce their knowledge and test their understanding of the Jira system and updates at their convenience. The mobile learning module featured AI-enhanced videos that complemented the training materials. These videos delivered concise yet informative content, effectively summarizing key points covered in the training sessions. Additionally, the AI technology embedded in these videos provided instant feedback, reinforcing critical concepts and addressing common questions.
Learners encountered interactive quiz questions designed to check their understanding. These questions were strategically placed to ensure that participants engaged with the content and retained essential information. Learners could provide their responses directly within the mobile application, fostering active participation.
To accommodate diverse learning needs, we implemented closed captions for all instructional content. This ensures that learners with hearing impairments can fully participate and benefit from the training.
In developing this comprehensive training solution, we recognized the diverse range of learners, comprising both the teams responsible for answering the tickets and those submitting them. These two distinct user groups brought varied levels of understanding and vocabulary to the table. To address this challenge, we meticulously tailored 2 different packages of training materials to cater to the unique needs and perspectives of each group.
Instructor-Led Training
Storytelling
Gamification Elements
Interactive Learning
Mobile Learning Solution
Interactive Quiz Questions
Inclusion
Role-based Solution
The Result
Following the implementation of our tailored e-learning program for Client 2, the results have been nothing short of remarkable. The teams within the organization now exhibit a heightened proficiency in navigating the Jira ticketing system, thanks to the engaging and interactive training sessions. The incorporation of gamification elements and the use of mobile-friendly, AI-enhanced microlearning modules ensured that employees had a flexible and enjoyable learning experience, significantly boosting their knowledge retention. Furthermore, the AI-based quiz and data-driven insights allowed the client to monitor the effectiveness of the training and make data-informed decisions for further improvements. As a result, the client's teams are not only more adept at using Jira but also more efficient, ultimately leading to improved productivity and streamlined processes across the organization.