Enhancing User Experience Through Strategic Training & Enablement: The Role of Learning & Development

October 12, 2024 By Nate Embree, Senior Director - Engineering at Poppulo

Before diving into the key elements of our training program, I’d like to extend a huge thank you to Aileen Ferris from our Learning & Development (L&D) team, who spearheaded the creation and execution of this user-centric training initiative. Her innovative approach played a critical role in making the Microsoft Teams migration a success, ensuring our employees felt empowered throughout the process.

In my previous article, I discussed the challenges we faced during the initial stages of our migration from Slack to Microsoft Teams and how we overcame them with agile solutions and teamwork. As we continue navigating this transition, I want to shed light on the pivotal role our Learning & Development (L&D) team has played in ensuring a seamless and engaging experience for our employees.

The migration to Microsoft Teams presented a notable change in how we collaborate and communicate as an organization. We quickly realized that a successful transition would require more than just a technical rollout; it needed a comprehensive training and enablement strategy that would address user concerns, build confidence, and foster excitement around the new platform. That is where our L&D team came in with a unique and user-centric approach to training and enablement.

Focus on Building Positivity and Generating Buy-In

Understanding that the success of this migration depended on employee adoption and engagement, the L&D team designed a training program that went beyond traditional instruction. Instead of focusing solely on features and functionality, they aimed to make the user experience more enjoyable and less daunting by highlighting practical hacks, tips, and tricks that would make everyday tasks easier and more efficient.

Here are some of the key elements of the training program that helped achieve these goals:

Managing and Organizing Channels:

• Employees were trained in how to create, organize, and customize channels to streamline communication and collaboration.
• The sessions emphasized understanding the difference between public and private channels, and how to best utilize each type for different team needs.

Optimizing Notifications and Activity Feed:

• Tailored sessions taught users how to customize their notification settings and effectively use the activity feed to stay on top of important messages while avoiding overwhelm.
• This was especially useful for those transitioning from Slack, as it highlighted the enhanced capabilities of Teams in managing communication flow.

Using @Mentions and the Command Box:

• Employees learned how to use @mentions to quickly get someone’s attention and how to leverage the Command Box at the top of Teams to navigate, search, or execute commands without clicking through menus. These tips were presented as “productivity hacks” that could significantly speed up their workflow.

Chat vs. Channel Communication:

• The enablement provided clear guidelines on when to use group chats versus channels and how to name and organize group chats effectively. T
• his helped reduce confusion and provided a structured approach to communication within Teams.

File Sharing and Collaboration:

• With Teams integrated with OneDrive and SharePoint, the training sessions focused on how to share, co-edit, and organize files seamlessly.
• Practical tips included pinning documents to channels and using tabs for quick access to frequently used files and apps.

Advanced Search Techniques:

• Employees were introduced to advanced search techniques to quickly find messages, files, or people within Teams.
• This session addressed one of the most frequently cited frustrations in the previous tool, where finding information could be cumbersome.

Customizing the Teams Interface:

• Guidance was provided on how to personalize the Teams interface, including themes, layout settings, and notification preferences to suit individual workflows.
• Understanding that a personalized workspace can enhance user experience, this aspect of the training was highly appreciated.

Using the Mobile App:

• Given our hybrid work environment, training sessions included tips for using the Teams mobile app to stay connected and productive on the go.
• This ensured that employees could access critical information and stay engaged, regardless of their location.

Accessibility Features:

• The L&D team highlighted the accessibility features within Teams, such as the Immersive Reader, to improve the readability of messages and enhance inclusivity.
• This session was particularly well received by employees who required additional support in navigating the platform.

Generating Excitement Through Interactive Learning

To further engage employees and generate excitement, the L&D team incorporated several interactive elements into the training program:

Quick Polls and Surveys:

• Using the Forms app within Teams, employees were encouraged to participate in quick polls and surveys during training sessions.
• This interactive approach helped gather real-time feedback and adjust the training content to better meet user needs.

Live Demonstrations and Q&A Sessions:

• The enablement included live demonstrations of various Teams features, followed by Q&A sessions where employees could ask questions and receive immediate assistance.
• This format provided a firsthand learning experience and allowed for direct interaction with the trainers.

Gamification and Challenges:

• To make the learning process more engaging, the L&D team introduced gamification elements, such as challenges and rewards for employees who demonstrated proficiency in using specific Teams features.
• This added a fun and competitive element to the training sessions.

The Impact of a User-Centric Training Approach

By focusing on practical tips and personalized support, the L&D team successfully transformed the training experience into a positive and empowering journey for our employees. This approach not only increased adoption rates but also fostered a sense of community and excitement around the new platform.

As we continue to provide additional training sessions and resources, we are confident that our employees will be well-equipped to leverage the full potential of Microsoft Teams, enhancing collaboration and productivity across the organization.

Stay tuned for the next article in this series, where I will explore the long-term benefits of Microsoft Teams and how it will continue to shape the future of collaboration at Poppulo.

Nate Embree is the Senior Director - Engineering at Poppulo, leading the company’s transition from Slack to Microsoft Teams.