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USER ADOPTION CLIENT A

  • “Quality in a service or product is not what you put into it. It is what the customer gets out of it”
    Peter Drucker

  • “Treat employees like they make a difference. And they will”
    Jim Goodnight

  • “Respect is earned. Honesty is appreciated. Trust is gained. Loyalty is returned”
    Anonymous

  • “We look at our users’ interests, without our users we don’t have business”
    Jerry Yang

  • “We look at our users’ interests, without our users we don’t have business”
    Jerry Yang

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Audio Visual & UC

Business meeting in office, group Of Businesspeople In video con

CASE STUDY A

Audio Visual – User Adoption Program

Immersive Tele-Presence for Executive Board of a Global Investment Bank

BRIEF

Firefly were asked to develop and implement a User Adoption Plan to support the implementation of an Immersive Tele-Presence trial for the Executive Board of a Global Investment bank. The initial implementation comprised London & New York. The Plan needed to include all training and marketing materials, plus satisfaction surveys.

SUMMARY
  • Define: Working with all stake holders internally and externally to understand all perspectives from a technology, user and business perspective. This formed the basis from which we created the Project Charter to meet all expectations and deliver a successful trial.
  • Execute: Training materials and a series of orientation sessions in London and New York were delivered over a 6 week period. The sessions were delivered to around 60 people in total.
  • Reinforce: Firefly worked with Cisco and AT&T to develop the supporting marketing material and orientation guides prior to the project being launched. As the Immersive Tele-Presence solution had to provide Interop. with 900+ internal video conferencing systems and enable B2B calls to external client. Therefore it was necessary to develop the operating model and supporting user guides / operations manuals for both internal clients and the Bank’s IT teams who were supporting the trial.
  • Measure: Firefly also developed an evaluation matrix, where pre-defined user cases could be measured in terms of value, utilisation and potential cost avoidance. Firefly were engaged for a nine month period to support the trial.
RESULT

Firefly trained ~60 people prior to the start of the trial and provided on-going marketing support, orientation sessions and second line support during the trial.

The trial was deemed a success by the client and they are evaluating how they take things forward based on the lessons learned.

Our adoption programme gave a blue print of best practices that the bank could use to ensure if the project was taken forward, they knew how to achieve a definitive R.O.I.