Background

In the ever-evolving landscape of software solutions, user experience (UX) remains a pivotal factor in client satisfaction and product success. This case study delves into the strategic design and implementation of a 3-year education program for ProSuite clients, emphasizing the importance of UX in fostering client engagement and proficiency.

Project Overview

The initiative aimed to elevate the user experience by crafting engaging video content and infographics, ensuring clients could seamlessly navigate and utilize ProSuite's functionalities. The program's cornerstone was the 'Day in the Life' initiative, designed to provide clients with an immersive understanding of ProSuite's capabilities.

Key Components

1. 'Day in the Life' Program

   • Objective: To offer clients a realistic and immersive insight into daily interactions with ProSuite.

   • Execution: Developed a series of engaging video content that walked clients through typical use cases, highlighting key features and benefits.

   • Impact: Clients reported a significant increase in their understanding and effective use of ProSuite, leading to higher satisfaction and reduced support queries.

2. Visual and Interactive Content

   • Infographics and Posters: Designed visually appealing Program Overview infographics and posters using Adobe InDesign for the Allscripts Client Experience conference in Boston, Massachusetts.

   • Engagement: These materials were instrumental in capturing client interest and providing a clear, concise overview of the program's benefits.

3. eLearning Content Management

   • Content Review and Maintenance: Regularly reviewed, revised, and maintained eLearning content to ensure it remained relevant and accurate.

   • Asset Management: Cataloged, edited, and validated training consulting assets, creating a comprehensive repository for efficient resource management.

4. Collaboration with Subject Matter Experts (SMEs)

   • Needs Assessment: Worked closely with SMEs to determine end-user needs and appropriate delivery methods for all courses.

   • Curriculum Revision: Partnered with SMEs to revise training curricula, aligning content with user needs and optimizing delivery methods.

5. Continuous Improvement

   • Content Evaluation: Continuously evaluated and refined eLearning content to meet evolving client requirements.

   • Resource Management: Meticulously cataloged and validated training assets, ensuring a well-organized and accessible repository.

Conclusion

The 3-year education program for ProSuite clients exemplifies the critical role of user experience in educational initiatives. By focusing on immersive, engaging content and maintaining a user-centric approach, the program significantly enhanced client proficiency and satisfaction. This case study underscores the importance of UX in creating effective educational programs that not only inform but also inspire and empower users.

Client feedback

Client feedback played a crucial role in shaping and refining the education program for ProSuite clients. Here are some key ways it impacted the program:

1. Content Relevance and Accuracy:

   • Feedback Loop: Regular feedback from clients helped identify areas where the content needed updates or clarifications. This ensured that the eLearning materials remained accurate and relevant to the clients' evolving needs.

   • Continuous Improvement: Based on client suggestions, the team continuously evaluated and refined the content, making necessary adjustments to improve the learning experience.

2. Engagement and Usability:

   • User-Centric Design: Clients' insights into what they found engaging and easy to use guided the design of video content and infographics. This led to the creation of more interactive and visually appealing materials.

   • Enhanced Learning Tools: Feedback on the usability of the 'Day in the Life' program and other resources helped in tweaking these tools to be more intuitive and user-friendly.

3. Training Delivery Methods:

   • Method of Delivery: Clients' preferences and feedback on different training delivery methods (e.g., videos, infographics, live sessions) informed the choice and mix of these methods, ensuring they were aligned with user needs.

   • Flexibility and Accessibility: Adjustments were made to make the training more flexible and accessible, accommodating various learning styles and schedules.

4. Overall Program Effectiveness:

   • Measuring Success: Client feedback was instrumental in measuring the success of the program. Positive feedback highlighted what was working well, while constructive criticism pointed out areas for improvement.

   • Client Satisfaction: By actively incorporating client feedback, the program was able to significantly enhance client satisfaction and proficiency with ProSuite, leading to a more positive overall user experience.

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In essence, client feedback was a cornerstone of the program's development and success, ensuring that it was not only informative but also engaging and user-friendly.

Development and storyboarding

Storyboarding was a crucial part of the instructional design process for the ProSuite education program and its video content. Here's how it was approached:

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3 Year Overview Video Storyboard_kew notes.ppt

3 Year Overview Video Storyboard_kew notes.mp4

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Storyboarding Process

1. Initial Concept Development:

   • Brainstorming Sessions: Collaborated with the team to brainstorm ideas and outline the key objectives for each video and instructional module.

   • Client Needs Assessment: Incorporated insights from client feedback to ensure the content would address their specific needs and challenges.

2. Creating Storyboards:

   • Visual Outlines: Developed detailed storyboards that mapped out each scene of the videos, including visuals, text, and narration. This helped in visualizing the flow and ensuring a cohesive narrative.

   • Script Writing: Drafted scripts that aligned with the storyboard, ensuring the content was clear, engaging, and informative.

3. Review and Iteration:

   • Team Reviews: Conducted multiple review sessions with the team and stakeholders to gather feedback and make necessary adjustments to the storyboards and scripts.

   • Client Input: Shared preliminary storyboards with select clients to gather their input and ensure the content resonated with their experiences and expectations.

4. Production Planning:

   • Resource Allocation: Planned the resources needed for video production, including equipment, locations, and personnel.

   • Timeline Development: Created a detailed timeline for the production process, ensuring all elements were completed on schedule.

5. Execution:

   • Filming and Editing: Proceeded with filming the videos according to the storyboard, followed by editing to refine the final product.

   • Quality Assurance: Conducted thorough reviews of the final videos to ensure they met the desired quality standards and effectively conveyed the intended messages.

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Impact of Storyboarding

• Clarity and Consistency: Storyboarding ensured that the instructional content was clear, consistent, and aligned with the program's objectives.

• Engagement: By planning out each element in detail, the videos were more engaging and visually appealing, enhancing the overall learning experience.

• Efficiency: The structured approach helped streamline the production process, saving time and resources while maintaining high-quality output.

Storyboarding was instrumental in creating a well-organized and impactful educational program that effectively met the needs of ProSuite clients.