Care process training
PROBLEM SPACE
SOLUTION SPACE
The company produces and sells various medical products for wound care and compression therapy. Sensing changes in healthcare systems, the management envisiones a new sales approach.
The solution concept is instead of starting with product - to lead the learners through the patient care cycle for specific conditions in several clinical cases, repeating patterns of problem-solving and intervention choices
The new approach requires a new type of training, going beyond products and their application, allowing sales reps to take their clients’ perspective
The main design challenge is to reverse the usual sales process - to allow for a new mindset - new lens through which the employees will see and approach every new sales situation.
The final solution consists of two parts: scenario-based interactive cases and supporting materials the learners could use any time to solve the cases.
Exploring the repeating patterns, sales reps learn how to define the best product match in any new situation, where to find information, and how to support their clients in the best way, also beyond products.
My role in the project:
The project started with a vision of the management about the future of sales in the industry. This had to be translated into training for the sales representatives. I started with formulating a concrete and aligned vision by collecting different perspectives - from medical professionals, sales reps, external consultants as well as trend research. This helped me formulate the design question - “How can sales reps learn to look at the care process from their clients’ perspective and support them in the best way?”
Next, I researched how sales reps were currently trained and how it was different from the future perspective. I conducted interviews with the learners to find out about their experience with the current training, how it helped (or not) to achieve their objectives, and what challenges and needs they faced in their work. Based on the learner research, I formulated the learning outcomes - positive and valuable impact the training should have on the learners.
I developed a design concept of the digital training which would complement trainer-led sessions. In agreement with other stakeholders, it was decided to start with the health condition that was the most relevant for the company - Chronic Venous Insufficiency. The concept included using case studies from practice, so I went back to the research step and collected relevant cases in cooperation with the medical trainer.
Next, I created supporting materials including (temporary) visuals and built a prototype of the digital course using Mural board.
After a round of testing, feedback, and improvements, I developed an interactive course using Articulate Storyline.
The prototypes were first viewed by medical trainers to ensure their correctness regarding medical and product information, as well as other project members. Next, they were tested by the potential learners. Their feedback was used to improve the prototype.
The final version was once again tested and was ready for the launch in the internal platform.
