Our team also worked with the organization to standardize its model for creating system documentation and standard operating procedures to allow employees to search for, open, and follow a procedure in seconds-ensuring new content is designed for maximum effectiveness using principles of Resilient Learning.įinally, we employed our Operational Readiness framework to introduce the solution to both internal teams and the platform’s customer base, facilitating the process for onboarding new users and training internal teams and more than 60 stakeholders. Providing system users access to process documentation within the claims system rather than a separate application Using assessments and feedback mechanisms to quantify the value of learning initiativesĮnabling system users to easily search for, open, and follow a job aids/procedures in seconds Promoting proficiency, even for tasks that are performed infrequently ![]() Our team built a custom, digital knowledge management process around ScreenSteps that promotes learning and enablement by:īuilding a library of searchable procedures ScreenSteps’ embedded tools and templates make it easy for product managers to develop and publish post-release notes, job aids, how-to features, and demonstrations create new types of documentation and include videos, GIFs, and e-learning exercises created in other applications. Our assessment led to the selection of ScreenSteps, an award-winning knowledge management application known for its ease of use and distinctive learning approach for technology-based business processes. We employed this approach every step of the way-from selecting a new knowledge management application to redesigning document management processes. That’s where our unique Resilient Learning approach came in. Business results are the product of the skilled use of tools and processes by people. But we knew that technology alone wouldn’t deliver the desired results. ![]() The client’s needs required new technology. To make the change quickly, the company chose to introduce a “minimum viable product” and then enhance it over time with new capabilities: for example, courses and assessments to augment user training, customer support ticketing, client-specific dashboards and documentation, a user-specific library for bookmarked content, and reporting on documentation utilization and effectiveness. The solution had to integrate with the claims platform so that users can access the documentation within the system. To improve its own efficiency and provide a better experience for customers and employees, the company wanted to digitize its process for creating, maintaining, hosting, and sharing claims system documentation. ![]() Further, use of SharePoint repositories to post the materials meant that users had to visit a separate application to look for the information they needed. The company realized its product teams were spending a significant amount of time writing and updating claims platform documentation such as post-release notes, user guides, and training materials. This means that processes for using the platform change frequently – and so must the process documentation and training materials. The client continuously updates its custom claims administration platform to meet the needs of customers and users. We were well-prepared to help make strategic technology choices and design a digital knowledge management approach that is easy to maintain and delivers better learning outcomes for the company and its customers alike. That’s where West Monroe came in.Īlready a partner to the company, we knew the platform, operations, and biggest pain points. But when the company saw how much effort was required to develop and maintain system and process documentation (used for new hire onboarding, employee and customer training, etc.), executives knew there was a better way-one that’s more efficient and reflective of a true digital mindset. With the platform’s customer community growing, this organization is on its way toward becoming a true digital product company.ĭigital leaders are always listening, evolving, and enhancing their products. The company uses the platform to run their business-but also offers it as a platform solution for other dental networks. A dental benefits administrator maintains a custom, industry-leading digital claims administration platform.
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