If there’s one thing we can rely on, it’s change. At work, that can look like new processes, new systems, new expectations. Behind each change are the people trying to make sense of it and trying to understand what it means for them.
Helping people connect new information to their actual work is at the heart of all of my projects. I don’t want anyone to feel lost as they navigate something new. My goal is that they feel equipped to face the change because they understand how it applies to their role and their day-to-day work.
Everyone has experienced it. You start a new job and are asked to complete a task you’ve never been trained on – to navigate a system you’ve never used or to meet an expectation that has never been explained to you. You get that sinking feeling in the pit of your stomach as you’re left trying to build your own understanding from pieces that don’t quite fit together. You watch software videos that show the system but not how you expect to use it. You take your best guess and cross your fingers that you’re right.
It’s that feeling. The uncertainty. The pit in your stomach. That’s why I approach every project the way I do. I’ve learned that people don’t feel lost because they’re incapable. It’s because the information they get isn’t connected to the work they do. It isn’t relevant to them.
Every project starts with understanding the people it will impact.
The stakeholder conversations are about understanding purpose. Their goals, ideal outcomes, and metrics for success help me see where we want learners to end up. It is this purpose that helps you understand why this change matters for you and your work.
Conversations with subject matter experts help me understand the change. Their job is to know every detail. My job is to take complexity and identify what matters to your role.
The end users are my most valuable asset. They help me understand what the work actually looks like, so I can see how the change fits into it. Understanding their work helps me to build training that is relevant. One that meets you where you are.
When these elements come together, people have clarity and less frustration. When people understand what is expected of them, they have room to thrive in their role.
Change is a little less scary when people understand not just what to do, but why. Why do I need to learn this new system or skill? How will it benefit me and my work? It is my job to make those connections.
Emily Everson is the Learning Experience Designer at the Lewis Group of Companies, where she partners with teams across the organization to design learning experiences that are relevant, practical, and people-centered. She is passionate about helping employees confidently navigate change by connecting new knowledge to the work they do every day.