The launch of the initial pilot

Since August 2007, we have been working closely with a cross section of pilot centres to ensure the transition to the New Walled Garden is a success.

For an initial small pilot group, we ran a workshop providing one-to-one training support; this allowed us to introduce the new system and answer questions as and when they arose. We deliberately chose a group of users with varying levels of IT expertise to ensure that the subsequent training material we provided would satisfy all needs. We are pleased to report that the day was successful with users going back to their offices and placing orders ‘unaided’.

Extending the pilot 

Since then, the launch has been extended to a broader range of centres, who did not have the same one-to-one experience; instead, they were provided with an online tutorial learning package to work through prior to placing ‘live’ orders. Based on positive feedback from the centres and the high level of order activity to date this appears to be working well!

Why did we have a pilot?

We recognise that the importance of introducing a successful product is by ‘engaging’ its potential users.

Equally, by rolling-out the New Walled garden to sample groups we were able to address any issues raised and also incorporate specific requirements in the finished development.

The pilot was therefore a mechanism for providing feedback in a controlled and manageable way, whilst providing consistent support through the sales offices and our dedicated Contact Centre team.

How has it all gone?

Feedback has been overwhelmingly positive; however, as with all change some users have taken longer to adjust to the new screens and functionality than others - this is only to be expected.

Based on the success of the pilot, the New Walled Garden has now been made available to all customers. The delivery of the new system is supported by an online tutorial, tailored to all ranges of ability - with the facility to adjust to different learning styles and speeds.