VaitkusLearning Design, Development & Integration ENLT

KPMG UK and CBRE UK

Learning for system change: CRM and Coupa rollouts at KPMG and CBRE

KPMG and CBRE were introducing enterprise systems that changed daily work. I worked inside their change and communications teams to turn process requirements into role-based learning, simulations, job aids and rollout support.

  1. Join KPMG's Business Change team in London
  2. CRM and Coupa migration programmes, UK-wide
  3. Hand over at KPMG
  4. Training Lead at CBRE UK
  5. Coupa adoption training complete

The situation

At KPMG, the change programme included Microsoft Dynamics CRM and Coupa. At CBRE, staff needed to adopt Coupa as myBuy. Each project required different groups of employees to learn the tasks relevant to their roles, using the systems and communication channels already in place.

How I approached it

I reviewed change impacts and skills gaps before writing courses. With the change and communications teams, I matched each training asset to the relevant process and rollout stage, then built simulations and short reference material so users could practise.

Decisions

  1. Start from the change impact assessment

    I reviewed the change impact assessments with the change team and ran skills-gap analysis, so the learning covered what changed for each group.

  2. Run UAT and UX workshops

    I ran UAT and UX workshops with the change team as part of the rollout, alongside the learning design.

  3. Train in step with the communications

    Training objectives followed the planned communication campaigns, and I helped the communications team with content and graphics, so the messages and the modules matched.

  4. Show me, try me, test me

    For myBuy, the purchase order training, each task appears three ways: a recorded walkthrough, a practice simulation, and a short test.

  5. Move face-to-face training online

    I helped the Change and Communications team plan the move from classroom sessions to online learning, and built an onboarding programme for their permanent and temporary staff.

What shipped

  • Self-paced modules, assessments and job aids in Storyline, Captivate, iSpring and Rise
  • System simulations recorded from the live software
  • Explainer and communication videos, including VideoScribe and Synthesia
  • Coupa modules at CBRE in English and French
  • A Change and Communications onboarding programme at CBRE
  • Deployment through SuccessFactors and SharePoint at KPMG, and through the LMS, Teams and SharePoint at CBRE

My part

  • Training needs and skills-gap analysis, and review of change impact assessments
  • Curriculum, storyboards, scripts and instructional writing
  • Visual design of templates, navigation and interactions
  • Production of modules, simulations and videos
  • Testing, deploying and publishing SCORM on the client LMS, with admin rights the client granted for that work, and tracking completions

Results

These programmes were internal, and I don't hold usage or completion figures for them, so I don't quote any. What the record shows: KPMG extended my contract in 2018 and again in 2019, and I stayed until the handover in October 2019. The demos linked on this page are modules from these programmes.

Diligent, creative and capable of working to tight deadlines.

Brian McGowan, Training Manager, KPMG UK, LinkedIn recommendation, 2020

What I would do again, or differently

  • Design the training around tasks and change impacts, not the software menu.
  • Give learners a chance to practise a task in a simulation before they need it in production.

Evidence

KPMG Client Management OverviewKPMG Client Management OverviewLaunch KPMG Client Management Overview
KPMG Storyline interactionKPMG Storyline interactionLaunch KPMG Storyline interaction
CBRE Restatement Playbook videoCBRE Restatement Playbook videoVisit CBRE Restatement Playbook video (opens in a new tab)