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1003 Hypercare: Setting Up Your Programs for Success from the Get-go

10:00 AM - 11:00 AM
Friday, April 22

Tracks: Management & Strategy

Today’s programs are complex excosystems of multiple components (workshops, assessments,  surveys). Add technology to the mix and the complexity increases exponentially. We live in an agile world that moves and evolves very quickly. On average, users stay on a website for 15 seconds. When the world is moving so quickly, how can you afford to wait for a week/ month/ six months to bring back enhanced/evolved products (in this case training programs) to your users? Say hello to hypercare to ensure your programs are a smooth and successful experience for your teams and your users.

Hypercare is a tech industry native term that is about proactively tracking the success of your programs, using SWAT teams to triage issues and make real-time enhancements and being able to build a constantly evolving knowledge base to keep building on your past learnings. In this session, you will experience real-life examples of using metrics to proactively track the success of your programs. You’ll learn how to identify the metrics that are most relevant to demonstrating the impact of your training programs on business outcomes and how to engage stakeholders in a meaningful discussion and sign them up to support you in your mission. We will also discuss how the success of your programs is not an individual/L&D effort, it is a meaningful collaboration across different teams in the organization. You will learn frameworks that have been used successfully and tips based on learnings from earlier programs. You’ll leave this session feeling inspired about the opportunities to grow your impact, with tools and techniques to make this change happen starting now.

In this session, you will learn:

  • How to proactively track the success of your programs
  • How to assemble cross functional SWAT teams to triage issues and make real-time enhancements
  • How to build and maintain an evolving knowledge base to keep building on your past learnings
  • How to set up a continuous feedback loop with your users for real-time feedback

Technology discussed:

LMS, AR/VR

Manasi Joshi

Digital Expert

McKinsey