Customer Success Department
Product Training Website Support Case
Evaluation improvement and production of videos, quizzes, and PDF texts
WingArc1st Inc.
Customer Experience Division
Success Contents Department (as of August 2021)
Director Yukitoshi Aoyagi
- Material Creation
- Customer Success
- IT & Communications
- Improvements
- ・Content evaluation and improvement consulting for the Customer Success Department
・Content creation services for the Customer Success Department
Customer Requests
Human Science: Please tell us about the mission and operations of the Customer Experience Division, Success Contents Department (as of August 2021).
WingArc 1st (Honorific omitted): In the Customer Experience Division, Success Contents Department (as of August 2021), we provide training on how to use the product immediately after implementation for our customers. The goal is to enhance the customers' understanding of the product and enable self-resolution. By creating opportunities for customers to master the product, our mission is to assist them in continuing to use it.
Traditionally, product training was conducted face-to-face by instructors, but since 2020, we have been offering online product training via Zoom due to the COVID-19 pandemic.
Human Science: Why was e-learning product training developed when there is product training via Zoom?
WingArc 1st: Our company provides content such as product manuals, knowledge bases, and tips for utilizing products. Among these, product training is designed to allow customers who are unfamiliar with the product to learn how to operate it systematically and efficiently, step by step. Product training is conducted online using Zoom, but since it is real-time training by an instructor, there are time constraints, and not all customers and partners can utilize it.
Therefore, we considered developing training using e-learning technology to provide all customers and partners with the opportunity to learn the product step by step, easily, anytime and anywhere.
Human Science: So, you reached out to us while exploring that, right?
WingArc 1st: Since March 2019, we have had writers and instructors stationed at Human Science for the production of training texts, which has provided us with peace of mind regarding the quality of production, skills, and project progress.
In a situation where it is difficult to determine what can be done with e-learning, including the design of the delivery system, effective content creation, and the organization of the lineup, we first consulted with them.
Customer Experience Division
Success Contents Department (as of August 2021)
Director Yukitoshi Aoyagi
Key Points of the Proposal
Human Science: After several meetings, we have made our proposal, but please tell us about the process again.
WingArc 1st: We held several sessions with Human Science from April 2020 onwards. During these sessions, we communicated the following:
・We would like ideas for providing software operation training.
・If there is a system that allows for simple management of online training and self-study, please let us know.
・Creating training texts and e-learning texts completely separately is cumbersome. We would like to convert to e-learning with as little effort as possible.
・Since significantly changing the current lecture content is burdensome and difficult, we would appreciate suggestions to break down existing training courses into categories such as "Basic," "Standard," and "Advanced," and to classify the content that should be explained in videos.
・We would also appreciate improvement proposals themed around the use of on-demand videos.
Human Science: Based on the requests received, we proposed to identify issues related to the effectiveness (searchability, navigation, goal setting), optimality (length, expression), and differentiation from training for existing videos and PDF booklets that are intended for self-study content. We suggested conducting a comprehensive analysis of the overall service issues as well as the individual content issues.
By the way, have you consulted with any other companies regarding content production?
WingArc 1st: We were gathering information, but ultimately, we thought it was best to entrust it to Human Science, where writers who understand our products are affiliated.
Human Science: The project kicked off in February 2021. Can you tell us about the production overview?
WingArc 1st: First, we conducted an analysis and evaluation of existing content, followed by its revision, transformation into e-learning content, and implementation.
We produce four types of content: videos, quizzes, eBooks, and PDF booklets.
We have entrusted Human Science with the filming supervision, video editing, quiz and eBook production, and implementation into the newly introduced system.
In July and August 2021, we released 10 courses from services such as the BI tool products "MotionBoard" and "Dr.Sum".
The content is published on our newly launched information site for our customers and partners.
More releases are planned in the future.
Customer Success Academy
https://cs.academy.wingarc.com/
Customer Feedback from Clients
Human Science: It has only been about six months since the project started, but how has the communication and quality of the deliverables with Human Science been so far?
WingArc 1st: Until now, we had been outsourcing training manuals, web pages, and videos to different companies, but we felt a burden in managing those directions.
Human Science Co., Ltd. can handle all media including manuals, web, and videos, and since the contact person manages everything collectively, our burden has been significantly reduced.
It is also helpful that they can build detailed plans from our instructions and requests and turn them into deliverables.
We have also been producing in-house, but we feel a depth based on the rich experience Human Science Co., Ltd. has had with many client companies.
When we seek a little advice, their responses, proposals, and the quick identification of questions or concerns when we make requests or instructions make us think, "They are indeed professionals. I'm glad I consulted with experts."
We are progressing with production work on a very tight schedule, but we are relieved that we are able to release content as planned.
In addition to having writers and instructors on-site, we are truly grateful for the comprehensive support from Human Science Co., Ltd. in various aspects, including this new site launch project.
We would like to continue creating content that delights our customers with your support.
