Let's make product training more interesting and effective

Situation

The in-vehicle telematics solutions are booming as customers demand greater connectivity options with the personal devices they own and wish to integrate with their vehicles. They want to stay close to social networking, subscription
music and entertainment services, and a whole host of smartphone apps — over a million each for Apple and Android, and growing. 

Meanwhile, the federal government is keeping a keen eye on reducing driver distractions and counseling automakers to provide safe, hands-free, eyes-up systems which are intuitive and simple-to-use. At the same time, third-party researchers are suggesting that any use of the phone — whether through handset, Bluetooth headset or telematics system — is equally distracting and should be minimized to create safer roadways. 

Against this backdrop, a major North American automotive manufacturer had developed their own in-vehicle telematics system and needed to communicate the features, benefi ts and operations of it.

They wished to train dealership personnel in advance of vehicles actually arriving in their showrooms for sale, as much as 30–60 days prior. They also realized that the typical glove box Owner’s Manuals were underwhelming in communicating simply, yet emotionally, to the consumer about how to use the system.

Challenge

• Improve customers’ understanding of a complex telematics system — both during sales presentations and follow-up visits
• Deliver a cost-effective way to engage employees using the system 30–60 days in advance of vehicles arriving in their showrooms

Solution

• Develop highly interactive web-based training focused on simulations of how to use the system
• Design a companion Technology Information Book with step-by-step procedures for using the telematics system
• Provide a customer-facing user guide to complement their shopping and owner experience