Backbase

Brief

Timeline

2023, 4-6 months

Stakeholders

Gaia Armellin: Onboarding creator, course developer, project manager
Backbase Design Team: SMEs, course reviewers
Backbase Academy: Instructional design

In 2023, Backbase assigned me to streamline the Customer Success project delivery by creating a comprehensive Onboarding and UX Learning Plan tailored to the specific needs of the internal CS Design Team, while also optimizing the UX Learning path for external customers and partners.

I was responsible for project management, course creation, and evangelization of the new knowledge sharing best practices for the global Customer Success department and beyond, helping them execute on Delivery Excellence from 2023 onwards.

Our Approach

Backbase’s rapid scale-up highlighted significant gaps in knowledge sharing and project execution. Previously, the internal Academy team facilitated general knowledge transfer, while practical insights were disseminated through Peer Buddy programs and managers. This dual approach resulted in inconsistencies in project delivery and quality.

1. Curriculum Review: We assessed the existing Academy course offerings, filtering for relevance to the CS Design Team’s needs.
2. Topic Definition: We identified essential topics for successful project delivery, emphasizing design tasks, responsibilities, and opportunities.
3. Course Development: We outlined the UX Learning courses and designated individuals responsible for course delivery.
4. Drafting and Formatting: Collaborating with the Academy team, we drafted and formatted the courses for the Academy platform.
5. Audience Feedback: Selected members of the CS Design Team reviewed the courses, and we refined them based on their insights.
6. Publication and Iteration: The courses were published, and we solicited feedback from internal stakeholders, making further improvements as needed.
7. Official Launch: The UX Learning Plan was launched for all internal and external stakeholders, with mechanisms for ongoing feedback and future enhancements.

Challenges

Balancing Knowledge Sharing: Defining the optimal UX learning path and onboarding process without overwhelming participants with excessive content.

Translating Expertise: Encouraging subject matter experts (SMEs) to convert their knowledge into instructional design courses.

Actionable Feedback: Effectively translating feedback into tangible improvements for the courses.

Result

By end of 2023, we delivered:

1. Newly streamlined Onboarding process specifically designed for the global Customer Success Design Team, to foster a deep understanding of UX practices and networking, ensuring team members are fully prepared for project delivery within one month.
2. Tailored UX Designers learning plan, inclusive of 6 role-specific courses, suitable for both internal and external Backbase audiences.
3. Monitoring of learning progress for both internal and external design roles, improving our readiness for project execution and delivery.

Explore the UX Learning Plan and its offerings at Backbase Academy.

Learnings

MUST HAVE

• A structured approach to knowledge sharing.
• Continuous iteration based on stakeholder feedback.

This case study not only highlights the strategic initiatives undertaken to enhance Backbase’s onboarding and learning processes but also serves as a testament to the power of collaboration and continuous improvement in driving organizational success.