Business Need
To provide a comprehensive learning experience for frontline employees, including hands-on experiences with technology and products, research on the latest cutting-edge technology and emergent web events, and anticipation of customer concerns to provide proactive solutions.
My Role
As a product manager and technical lead, I was responsible for managing multiple innovation lab locations throughout the US and worldwide, overseeing the development of hands-on activities and educational spaces, including maker spaces and escape games. I also managed the research lab and team responsible for exploring transformational technology solutions and consulting the business on their potential impact. I led a team of research professionals to implement an inventory process for managing thousands of devices, work with local trainers and coaches to coordinate adaptive experiences tailored to individual learners, and integrate experiences with the Learning Management System to track assessment scores and completion of activities.
Effectiveness
- Innovation Labs provided a hands-on activity and educational space for frontline employees, offering them the opportunity to experiment with technology and troubleshoot customer issues.
- The Innovation Garage maker space allowed for the creation of bespoke training solutions and prototypes.
- The research lab and team effectively kept the company ahead of the curve in regards to the latest cutting-edge technology, emergent web events, and anticipating customer concerns.
- Local technology events highlighted important tech launches and successfully showcased US customer scenarios in a culturally relevant way.
- The partnership with local trainers improved engagement in new hire and ongoing education.
