“James was fantastic to work with on our project, ensuring he thoroughly understood the audience as well as their knowledge base. He regularly shared updates for us to feedback which made it a very agile process. Many thanks for your hard work!”
— Suzy Faulkner, Head of Product Development
Project details
VisitBritain selected Digital Juggler to create an ecommerce education module to support their staff’s skills development.
Key services provided
- Stakeholder interviews and creation of a clear project scope
- Training content ideation and storyboarding
- Creation of a bespoke training deck aligned with business stakeholder needs
- Provision of trainer notes & briefing calls to ‘train-the-trainer’
Overview
As part of its new accreditation scheme for the national portfolio of Local Visitor Economy Partnerships (LVEP), VisitBritain identified a commercial ecommerce skills gap that needed expert support.
LVEP teams don’t have a strong ecommerce background, so aren’t focused on trading and driving revenue through ecommerce good practice. However, they’re under increasing demands to be more commercially focused and need to understand how modern ecommerce teams think and behave. They need to be guided on their learning path to ensure new skills are practical and applicable to their sector, taking into account known system limitations whilst encouraging them to set higher standards of execution for their ecommerce strategy.
Digital Juggler worked with the VisitBritain team to get to grips with the LVEP teams’ skill set and what learning was required to align with the new accreditation scheme. Knowledge gaps were identified and translated into a set of ecommerce capabilities upon which to focus training. Digital Juggler then created the training storyboard, mapping out each capability and highlighting the key discussion points necessary to embed new skills.
Following a review of the storyboard with the VisitBritain team, Digital Juggler iteratively created a bespoke training deck, building out each capability and discussion point into ecommerce good practice content. The format was based on active learning, using real-world examples and ensuring each discussion point was related back to a commercial benefit, providing technology options to help implement new recommended features.
Once the content was approved, Digital Juggler added trainer notes to each slide to facilitate a train-the-trainer programme. The notes summarised the ecommerce relevance of each slide, highlighting the evidence for the point being made and summarising the critical points that needed to be made.
Throughout the project, advice was provided on all aspects of ecommerce to ensure the training content was focused on helping the business units to deliver best-in-class customer experience and maximise revenue potential.
Outcomes
- Delivery of the completed content before the set deadline, within a 4-week timeframe
- Coaching of the trainer to understand the content and how to deliver the training
- Delivery of all work streams within budget