Omnitracs User Conference hosted hundreds of fleet management, transportation, and logistics professionals at various cities to learn new trends, discover innovative technologies, and network with leaders in the industry. Attendees experienced five days packed full of content built just for professionals in the trucking industry. Joined by renowned transportation experts who led thought-provoking breakout sessions on peak topics in the industry, content included:
There were four major componants to designing the user experience for our learners at the conference:
After being given purview over the training content and design for the conference, my first priority was to analyze our attendees for specific trends and roles. This allowed me to tailor our content by persona rather than catering to a specific customer need.
Over the course of a couple of weeks I planned to:
Personas
I quickly found that our customer attendees fell into 3 main buckets of personas, C-Suite/Executive level (10%), Directors and VPs (20%), Managers and Users (70%).
Through the analysis and interview process, I discoverd that the C-Suite/Executive level attendees were there to network, build relationships with our CSMs and their peers, and "have a good time".
Content for this audience needed to be high level and very engaging in order to maximize their time investment at the conference.
For our VP/Director level attendees content needed to remain at a high level but needed to provide impact and ROI of the investment made in the software.
This was a key componant of our show floor strategy and kiosk engagment with the Product Managers. I designed a system where training content was shared in the session and then reiterated and demoed on the showfloor.
Managers/Users represented about 70% of our audience and was the most vocal in terms of feedback and suggestions. Their main purpose in attending was to learn how to use the new features, gain best practices, network with peers, and solve company specific concerns.
For this audience, our training track was the most crucial and we designed our sessions to be as informative and hands-on as possible. Additionally, this was the audience that was most positively impacted by the introduction of the Smartbar.
Omnitracs User Conference hosted hundreds of fleet management, transportation, and logistics professionals at various cities to learn new trends, discover innovative technologies, and network with leaders in the industry.
In this area, our sales people, customer success managers and support technicians were the most impactful and informative. After extensive interviews and feedback, we were able to determine a theme, year after year, for the direction of our training content and design.
Working very closely with marketing, we tailored our content to provide the most impact on the trends facing the market at the time.
Careful thought was given to:
Using data analysis methodology, I was able to track customer attendance by day, session and time slot. I determined early on which times were the most favorable for session engagment, early in the morning and about an hour after lunch. Using this information, we tailored our content that we knew would have the most impact to those time slots.
Additionally, we began to learn what type of engagment brought attendees "back" to the sessions for those times that were less favorbly attended.
Over the course of 4 years we implemented:
In addition, I discovered that one of our most important resources was hidden behind a closed door, our support team. After our second year, I suggested and implemented the "Smartbar" at the user conference. Originally hidden in a back room, I brought it out to the main show floor and increased it's prominance year over year until it became the centerpiece of the show providing support, training and documentation to the delight of our customers.
Feedback was a crucial componant of the design process as it allowed me to evaluate our implementation and adjust our sessions and content. After the third year of the user conference, I asked to include more data into our surveys and collection metrics in order to make strategic and targeted improvements to our work. This included:
Fabian Interviewed about Training Design