QVC asked us to develop a proposal for enhancing their learning program and internal communications for three employee groups: Back Office, Contact Center, and Distribution. As part of that, they wanted us to organize a multi-day design thinking workshop. Prior to our trip, we created a detailed schematic outlining the various activities we planned. This included our rationale for each activity, the expected outcomes, and the estimated time commitments.
Below are four of the key activities. The first two were relatively straightforward, while the latter two took a full day and a half to complete. To maintain focus and productivity, we incorporated frequent short breaks.
Most participants were leaders from various global regions, with English as their second language. Since we had never facilitated a workshop under these conditions before, it was encouraging to see that the visual approach of the activities served as a universal language, allowing everyone to engage.
As part of the proposal document, we outlined goals ranked by their value to both the business and the three distinct learner roles. Workshop participants then identified features to support these goals, which were represented as learning site portals tailored to each role. Offline experiences were also documented, including a structured process for receiving and implementing employee-proposed ideas.
Since some roles restricted smartphone use during work hours, we explored alternative methods for delivering learning materials and communications. Potential solutions included burner phones, digital wall displays, and fax displays as alternative screens.
Shown below are the mobile and desktop interfaces for the three learning audiences: Back Office, Contact Center, and Distribution. Each landing page was customized to suit its respective audience, along with their learning experience pages and development timelines.
The actual development of what we proposed would be done as a separate project.
