A global technology company
Explained a complex product change in five short films.
- IndustryTechnology
- SolutionVideo-based learning
- Learners9,000 staff in 30 countries
- Built in6 weeks
The challenge
A major change to pricing and packaging reached staff as a 60-page document. Fewer than one in ten people opened it.
Sales and support gave customers different answers to the same question. Tickets about the change doubled in the month after launch.
The cost: 6,000 extra support tickets in one month, and a launch the sales teams avoided talking about.
The approach
Four stages, from the real problem to a tested course. Stage names follow the Y.U.T.O. method once it is named.
- Y
Stage one
We read the 60 pages with the product team and reduced them to the five questions customers actually asked. Each question became one film.
- U
Stage two
Every film is under four minutes and answers one question from start to finish, with a simple animated diagram instead of product screenshots.
- T
Stage three
A two-question check after each film shows people what they missed, and sends them back to the exact moment in the film that answers it.
- O
Stage four
Films were voiced in English with subtitles in eight languages, and released one a day during launch week so teams could discuss them together.
The result
- 81%of staff watched all five films
- −52%tickets about the change
- 3:40average film length, in minutes
The films did in one week what the document never did. Our support leads now send them to customers too.
See it
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