Data analytics benchmarking

ORGANIZATION

OpenTable

ROLES

Learning Experience Designer / Instructional Designer / Technical Writer

LEARNING SOLUTION

Role-based scenarios

Reference materials

Step-by-step technical documentation

TOOLS

Saba LMS

Microsoft Word

Data collection to reveal what learning opportunities existed

PROJECT BRIEF

OpenTable’s organizational goal is to support customers in making practical business decisions using their products.

Sales and services teams had access to several business intelligence tools for evaluating and sharing insights with customers, including Microstrategy, ThoughtSpot, and proprietary tools within the SaaS product.

A baseline was needed to identify what learning opportunities existed in building the teams’ data reporting and storytelling skill sets.

LEARNING SOLUTION

Sales and services teams were asked to complete self-assessments to benchmark their perceived knowledge of the available data analytics tools. They were then presented with real-world scenarios and asked business intelligence questions.

To be successful, reps needed to analyze appropriate reports and role-play conversations explaining relevant insights to customers. Sales managers reviewed submissions using defined success criteria and coached teams with immediate actionable feedback.

Reference Materials

I created technical documentation for the sales and services teams providing instruction on using the data analytics tools. Other resources included a video library, report use case examples, storytelling presentations, and troubleshooting resources.

Challenge Activity and Scenario Prompts

All team members and managers received instructions and role-based scenario prompts to complete the Challenge activity.