Case study on how VTT designed and delivered a bespoke scientific virtual train the trainer (TTT) programme for global life sciences company, Illumina.
- Client:Illumina
- Situation:When the COVID-19 pandemic struck, scientific experts at Illumina had to quickly convert their customer training from face-to-face (F2F) to a virtual delivery approach.
- Challenge:The challenge was providing training to equip the scientific experts at Illumina with the skills they needed to deliver product demonstrations via virtual sessions. VTT was also tasked with training L&D teams how to achieve great virtual delivery.
- Solution:Our virtual TTT programme, focused on providing participants with the knowledge and skills they needed to become high performing virtual trainers. This included practice sessions to hone the skills learned.
- Result:Participants were upskilled to be confident, competent and skilful in virtual delivery.
Illumina, a global life science company, produces genome-based laboratory equipment such as sequencing platforms, microarray scanners and IVD instruments. Committed to providing excellent customer support when it came to using their products, they typically delivered F2F product demonstrations and training on how to use the equipment via their Field Application Scientists (FASs). These were important training sessions for ensuring their customers could troubleshoot challenges, learn up to date approaches, and maximize the effectiveness of their products.
The metrics
18 masterclasses
5 countries
Challenge
However, this all had to change when the COVID-19 struck. F2F demonstrations were no longer possible. However, they needed a solution. These complex products, not easily explained by a simple video or document. It was a massive challenge to quickly move these demonstration sessions to a virtual environment. Illumina knew they had to act or risk losing valuable product demonstration and training time.
With a tight schedule of 3 weeks, a highly technical and unique training experience to convert, and participants coming from 5 different countries, our VTT team got to work.
In addition, Illumina wanted to train their L&D team to deliver their workshops virtually. The approach had to cater to 2 audiences – one in customer training, the other in colleague training.
Solution
Our virtual train the trainer programme was exactly what was needed, and we were ready to deliver. We knew the FASs were scientific experts, but when it came to virtual training, everything was new. Our virtual TTT programme guided them through everything they needed to know. This accelerated their conversion to experts in just a few weeks. Splitting the group into three cohorts, VTT deployed 3 expert coaches working with 1 group each. VTT delivered 18 masterclasses covering all the things the FASs and L&D team needed to deliver virtual training with confidence.
Design, delivery and creating interaction masterclasses were delivered with a focus on interactivity and engagement ensuring long lasting learning transfer for the participants. These were followed by 2 practical masterclasses to help the FASs practice and refine their skills.
Result
- Virtual customer assistance training was successfully implemented.
- The participants left the program as highly skilled virtual trainers, ready to for their virtual delivery training.
- By implementing the methods and tools from the TTT programme, VTT ensured the training they delivered was industry leading.
- Illumina colleagues can now deliver and design virtual training programmes themselves. VTT equipped them with skills for all future virtual training required.
