Problem Statement
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Learning at Best Buy has always been about compliance, never about growth or exploration.
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From our research, we know that employees have a low view of learning at Best Buy.
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If we are going to want to make the learning space a thriving community at Best Buy we are going to need to shift the overall sentiment in big ways.
My role: UX Design Manager
Objectives
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Rally the entire team, all the way up to VP-level partners, to adjust our focus on how we approach Learning here at Best Buy.
This is a presentation I gave to our team to get buy-in for the work our team wanted to accomplish in the coming years. My goal was to show them the value of this shift in our focus and challenged them to think differently.
Association for Talent Development
A culture of learning, or learning culture, is one in which employees continuously seek, share, and apply new knowledge and skills to improve individual and organizational performance. The importance of the pursuit and application of learning is expressed in organizational values and permeates all aspects of organizational life.
What does it look like?
Feedback from our users
“Sometimes the learning space at Best Buy can feel like a game of Plink”
You start with good intentions of wanting to learn with a goal in mind. But as you start to navigate the system, at random, you get somewhere and don’t know what is going on.
What we have is good
Over the process of building learning resources at Best Buy a lot of great decisions have been made and there is a lot of great content out there. The content is impressive.
What if learning looked different?
Results
As a result of giving this presentation, and showing a vision for what our Learning space could look like at Best Buy, we collectively had a new north star.
Our goals were to now focus on making the Learning space more exciting and vibrant. Sure, we still have to allow our employees to stay compliant in their jobs. But, by shifting our focus, we are unlocking new potential for our users.
Some of the cool changes that took place after this presentation:
Changed rules that have always existed in favor of new human-centered ones
When we started this employees were expected to do hundreds of hours of learning to keep up with their jobs. If they did not do all of it they were uncompliant in their role. If they let it laps too long they would lose their job. We pushed hard, using our new mindset, to get them to see this as a problem. We successfully got them to change that rule. Employees still had to do the learning, but, they no longer can lose their jobs. Which is a huge win in our books.
Made everything a single, cohesive experience
The work we did in the Learning space exclusively lived in our CMS tool. We started to actively move a lot of the things that employees use on a daily basis and brought it right to where our employees work: in the Best Buy Connect App.
- Brought in all the perks that Best Buy offers, instead of having to search for them every single time. One simple location.
- All of the learning we need you to do are in a simple list that we show. We also notify them, through push notification, when new items are added. They never miss a thing anymore.
- We organize your learning based on your job. Before it was one long list. We learned that retail employees think of everything by what job they are working.