Experience Makers Spotlight

Transcript

Thank you very much. And thank you everyone for taking some time out of your day to spend a few moments here with me today talking about something that really for us as a group has been invaluable in getting folks onboarded and also really getting the user experience tweaked up a little bit. So I am Stephen Enos. I am part of Liberty Mutual Insurance and specifically the Senior Business Analyst for Copper Giants. Copper Giants is Liberty Mutual’s internal agency. We do all of the work for Liberty and we also have started taking on some select external clients as well. So today we are going to go through a few things. I will give you a real high level visual overview of what our work front structure looks like right now and then we will talk about customizing those layout templates. A lot of the benefits that we saw from those show you some of those examples and then we will dive deep down into some of the aspects of the layout templates. Specifically those critical components, things like dashboards, pins, specifically we will look at things around lists, filters, views and groupings. Lot of value in those that we will go through. Finally we will look at permissions and sharing and then we will have a little bit of time at the end for Q&A. So let’s get started. What we have here is a high level visual of what our work front infrastructure looks like. In the middle column there you will see our personal lines area. That is my area of the system. We do have a few different instances and a few different system admins as well. I do have two group admins who work with me in our area. For personal lines we are dealing with about 700 or so people and then total between all the instances about 900. But really going back to what we are here to talk about, all of this was integrated very cleanly with a lot of customization of those layout templates. We are going to dive in. So this is one place I always like to start for these conversations is what are the users saying. What I used to hear a lot from my users is what you see here on the screen. Things like I don’t really know where to go. Where is my stuff Steve? How do I get to it? When we started to move over to the new work front experience we used that as a conscious time to say okay let’s take a step back and look at how our users are working with the tool, what their interface looks like and do they have the right stuff. We found out not always they don’t have the right stuff. So how do we get them the right stuff? This is really a way that was I would say fairly simple for us once we figured out the approach to get it working. So let’s take a look at the layout templates and some of the things that we can do to really drive that engagement. What you are looking at here on the right is a list of different layout templates. Very specific in the way they are named and that is important knowing which one of your users needs what. One of the things we started and were very specific about early on was meeting with our different groups and learning how they use the tool. What do they need to see? Why do they need to see it? And starting to apply that to some of our layout templates. Looking here I would say I usually recommend to folks start with a simple layout template. Start to take a lot of extra stuff out of it and then copy from that. It’s always easier to add to those layout templates and group X needs an additional step. Great. Add that in. But I always recommend start simple, copy from there and add as you go. And specifically with new users, less is always more. So we want to try to limit what they can see but make sure that they have everything they need to get the job done. One of the first steps we take is creating an actionable dashboard. And that’s really important to me and what that means. Actionable we give them all the information right up front that they need to take action on. The example on the right here was for a team that said Steve I need my work first by project. I don’t even want to get to my task yet first thing in the morning. I want to see all my work by project. Then I want to dive down into tasks. Great. Customize that dashboard so that when they get in the morning, the first place they get to is there. And a lot of places will call this my work dashboard. It’s been very effective for people to bring everything really top of the screen for them and make sure it’s the first place they engage with the tool. Biggest thing that we’ve used these templates for is pins. Most powerful aspect in my opinion of the layout templates, but I always caution folks about adding pins. Be very thoughtful about the pins you add in the example here you’ll see on the bottom. Pretty simple, but be thoughtful also of the order of your pins. So the one we’re looking at here starts my work. You heard me reference that earlier. Then moving the folks into their projects, then over to the request and finally to a work front support request queue. Very simple, but as time goes on, those users can start to add their own pins. And the reason I try not to add too many, they can’t move my pins, right? Those are stock pins on there. They have no control. Adding their own pins gives them a lot more flexibility, the ability to pull those out when they’re done. One of the examples I use with my folks a lot is if you’re in a project a lot this week, pin the project. End of the week, kill it. You’re in a document a lot, pin it, get rid of it. Use them as dynamic things to be able to go back to where you go often. So pins have been really, really effective. Another area that we spend a lot of time in is really making sure that what folks are presented with on the back end of the project is appropriate as well. Simple as the overview area. Do they need to see all of that information? Most of my users don’t, and I don’t need them to see everything when they log into that. I want to keep it as simple as I can. Same thing on that main menu. A lot of choices for folks. A lot of my users don’t need half of those choices. So we really try to limit what they even have for a visual of options over there on the right to, again, focus them down on what those things are that are really important to them to get their work done. And I can’t stress enough how much those conversations with those folks matter with trying to make sure that you’re providing them with the right experience. But again, this is really taking user adoption up a notch for us. In terms of the left panel, depending on where your user is, whether they’re in a project or a task, very customizable over there. And I always like to make sure that, again, thoughtful in how we’re approaching this. The example you’ll see here for this user, really, I only need them in four places. Task details, updates, and documents. That’s it. All the other pieces down below are simply adding noise and confusion for them. As they start to change the way they work, maybe eventually they’ll use issues or risks. We can always, again, add that in, but trying to keep it the minimum they need right up front to get this moving. Again, make sure that you’re doing this from a project perspective, a task perspective, as all of those panels are going to be slightly different. This is an area for me that it can be a little tedious up front. I’ll be honest. However, there’s a ton of value that comes out of here. And really, this is all about the lists that your users have access to. And again, just like when we looked at that last slide, be conscious of which lists you’re dealing with here. Is it a project list, task list? What type of object is this a list for? And then really look down at what that user needs. The example you’ll see here on screen for the filter, this person, they probably don’t need behind schedule. Maybe that’s not important to them in the way they use the tool, but they certainly want active. Do they need active and current? Maybe not. Again, thoughtful in the way you want them to see their choices. Active and current may be confusing for them if it’s the same results. Same thing with views and groupings. Again, knowing what that user is doing and removing things they don’t need, possibly even adding custom views and groupings in that they may need. But this is an area, again, it can be a little tedious up front, but definitely an area that you want to make sure you take the time to go through each object and start to customize those lists, filters, views and groupings, et cetera. Okay, so for layout templates in general, what I almost used them, I don’t want to say most for, but a lot for is permissions. Because now as an example, right, I have a user coming in, they’re in group X. I know group X uses this layout template. Because I have all these dashboards pinned on that layout template that includes a lot of reports, I’ve now instantly shared access to all of those reports and dashboards just by including those pins for them in their layout templates. So I can’t stress enough that when you start to look at sharing permissions and making sure they’re done right, layout templates are a great way to apply certain permissions to a group of users. And also over here, you’ll see terminology, not something we as a group use a lot, but something that can be very helpful, especially with a newer group coming on who may be coming from a place where they have very specific wording for the way they talk about their work. This is an area that you could start to really tweak and customize what that wording looks like. So where does that take us? And what do my users say now? And some of these are verbatim. And the one I like the most is I love my pins. And I love my pins too. And I use them all the time. So you can see from where we started around the confusion, too much information, that really changes how that user interacts with the tool and also their willingness to interact with the tool. Have somebody come to me and say, Steve, it’s so easy to find this work. I know exactly where I need to go. And by the way, I’ve pinned 80 things this week and remove them. That’s the type of engagement I’m looking for. And as I get somebody into the system to take them on that journey, start them simple, add a few more pins down the road, that’s really proved for us to be an excellent way to engage that user base and again, use as a quick, easy way to onboard folks and share some of those permissions. So with that, I’ll say thank you and definitely see if we have a few minutes here for some Q&A. I love the Q&A section and definitely encourage all of you to ask any questions that you have. Happy to go through that. Thank you, Stephen, for your insightful presentation. As I mentioned, such a critical component to increase user adoption. Now it’s time to get ready to be inspired by our next Spotlight speaker, Director of Workflow Management for Fidelity Investments, Amy Franz. Amy has nearly 15 years with Fidelity and she has been making waves on the B2B side, particularly with Fidelity Institutional. As Director of Workflow Management, she’s been at the forefront of guiding various groups towards success and she is here today to share her tips for implementing systems that stick. Welcome to the Skill Exchange, Amy Franz. Hi, guys, I’m Amy Franz and I’m really excited to talk to you today about how my team approaches user adoption and training. But first, a little bit about me. I’ve been with Fidelity for almost 15 years and right now I manage a team of two full-time work front administrators and one person who’s halftime work front administrator, halftime project manager. But I’ve managed teams across digital marketing, so I have experience from email to web. And as you can imagine, that comes in handy when you’re talking about building workflows and forms and integrations. In my spare time, I feel like I’ve been planning weddings forever. I have two daughters and one was married last year twice, once in the US and once in England. And my other daughter, Ellen, will get married in September. So soon all the wedding fun will be over. Want to give you a framework for what I’d like to talk to you about today. I’m going to start by talking about our org structure and some of the challenges that presents. Then I’m going to get into the details of what we call our work front counsel. It’s sort of a governance board. I’ll follow that by sharing how we use special interest groups and wrap up with our different approaches for training and communication. So Fidelity, right? Huge corporation. And like most big corporations, we have a complicated org structure. So we have our client facing teams that you can see here in the green and they need web pages, brochures, social posts, and other materials to get their jobs done. They work closely with our partners in marketing, those groups that you see in blue here, and they develop strategies and define the needs for the organization. Marketers then request work and work front, which is then managed by our project managers and completed by our various execution teams. Now add to that our operations team that works completely differently from everybody else, of course, right? And then we have a couple of teams who aren’t in work front, but they need visibility into what’s going on in work front. The blue, orange, and red groups represent all of our work front users, of which we have about 360. Now I’m sure you can relate to different work management needs for different groups. Like everybody has their special way they have to do something, but we found over time that we were asking the same thing many, many different ways. We had too many forms and inconsistent workflows. And unfortunately, our users also expressed that they felt like changes were being made without their knowledge and that they weren’t really sure what we were doing and why. So we knew we had to take a step back and engage our users in a variety of ways. So our first step was to establish a work front council. We asked for representatives from each team and group within work front to attend meetings monthly. This means now that we have teams that are requesting work and teams that are doing the work all at the same table, which is super helpful for process discussions. It’s also a great place where we can introduce new features, talk through issues and ideas, provide some best practices. We also work with our Adobe Customer Success Manager, Kate Cavallaro, to have an Adobe subject matter expert come quarterly to our meetings. So we’ve had someone come in to do the doc approvals roadmap, and someone came in to do a demonstration of boards. And the council members seem to really like having information come directly from Adobe. They feel like they have more insight into what’s going on. Now we asked the work front councils to also sort of be ambassadors of work front to their teams. So they’re responsible for gathering feedback on specific questions, for making sure their teams are aware of upcoming changes. So for example, we’re right now doing a revamp of our forms. We had our council members go and advocate to their teams for the change, which was really helpful. They were able to explain the what and when and why of why we’re making the change. And as a result, our team was able to move much more quickly. Work front council is also an input to the prioritization of our team’s work. So every quarter, we put together a plan based on feedback from council members, senior leaders, technology partners, and we bring that plan to the council. Each council member gets to vote on the top five most important epics for that quarter. So that gives them some control over what work the team is doing and when. Council members have reported that they feel much closer to the work. And in fact, our quarterly question of how connected do you feel to the work being prioritized by the work front team currently has gone from this to this. So some improvements still needed, no sad faces on our board anymore. But lots of progress. So where you think the council’s working really well. Another success story has been our introduction of different kinds of small groups. So we have our work frontiers, our project managers, and small work streams. So our work frontiers are those kind of more work front savvy users that we have, folks that are a little more tech savvy. We ask those people to be part of a small group where we could bring ideas, get feedback. And right now they’re kicking the tires on boards and having a great time. We’ve set up a Teams chat for them where they can just be their own user community, ask each other questions and support. And apparently word of mouth has gotten out because our entire organization seems to have a work front FOMO and now everybody wants boards, which is kind of funny. We’re also really closely aligned to the project managers. We meet with them weekly. We also have a Teams chat just directly between their team and our team. So we figure out if there are problems pretty quickly, which is nice. It used to be that sometimes there could be problems kind of festering around we didn’t hear about for a while. So being close to the project managers is helpful. And lastly, we’ve started doing small work streams or special interest groups as we call them. So for example, when we wanted to standardize naming conventions for projects and tasks and pieces within Workfront, we figured out who in the organization was interested in that kind of thing, got them together, talked through it, and were able to come up with a solution quickly. And since the group was like from everywhere across the organization, we got buy-in from across the organization pretty quickly too, which was great. Now we also knew that this wasn’t quite enough. We needed support in training and onboarding as well. So we decided to meet our users where they are by training and communicating in different ways. First, we started with Workfront in 5, and that’s our series of short videos that focuses on very specific topics. Each video is less than five minutes, hence the name. And every time we have a large change or we sort of hear about issues that are coming up, we create a video and distribute it. And in fact, right now we’re packaging a series of short videos specific to onboarding. So our new users have some additional support. All the videos are housed along with any job aids we create on our marketing hub. So we have an intranet site that our marketers go to daily anyway. And since we know they’re there all the time, we just decided to create a section there with Workfront resources. And that’s been really useful for them. But now sometimes videos and job aids aren’t quite enough, or it’s not how somebody likes to learn. They want to talk to somebody face to face. So weekly, we also have what we call Workfront 101, where people can ask questions or we can teach them on a specific skill. And then finally, we found we still needed a way to kind of broadcast the work that we were doing across the entire organization. So we started a monthly newsletter where we recruit Workfrontiers. We can share a tip or a best practice or give a summary of the work that we’re working on. And reaction to that has been super positive. So what am I hoping you can take away from this? Here are some of my team’s kind of aha moments as we were trying to kind of rework the way we work. And I’m hoping they can help you. First, work collaboratively. Seems sort of like a no brainer, right? Make sure you’re working with everybody across the process. But we weren’t doing that. So now we expanded discussions and we never make a change without gathering input from everyone involved. And that’s been super helpful. Second, define the ask. We learned that it’s not enough to just show our Workfront Council members what we’re working on. We actually had to say out loud, please take this information back to your teams and gather feedback and bring it back to us. So definitely say it out loud. Third, meet your users where they are. They learn in different ways. If you can find different ways to meet them and train them, you’ll just get a better output. And finally, tell anyone who will listen what you’re doing. I don’t know about you, but when I hear something for the first time, it never takes. I mean, maybe it’s my age or something, but I need to kind of hear it over and over again. So go to team meetings, talk to your friend in the lunch line, pull small groups together, whatever it takes. But tell people over and over and over again what you’re doing and what you need them to do. And soon they’ll be sharing your message too. So that’s it. Thanks again for letting me talk to you today. I look forward to connecting with you on LinkedIn. Would love to hear what you guys are doing in your organizations.

Thank you for all the pro tips, Amy. Such great ideas from someone who’s obviously been there. Last but certainly not least, we have Monique Evans to close out our session today. Monique is the Senior Manager of Global Content Studio Operations at Stanley Black & Decker. She is an expert on collaborating with large teams on all types of marketing campaigns. She’s going to give us insights into how to pull data from Workfront to ensure that our teams are actually using Workfront and using it to its fullest potential. Welcome Monique.

I am so excited to be here today. For anyone I haven’t had the pleasure of meeting yet, hi. I’m Monique Evans from Stanley Black & Decker, where I’ve been a Workfront user, admin, and advocate for the past eight years. I’m also a huge Workfront nerd, so much so that I became an Experience Lead Community Advisor. So if there’s nothing else that you take away from the skills exchange today, is let it be that the community is an incredible place for you to meet amazing people available to answer your questions and share their experiences. And if you’ve been in community, you’ve probably noticed that I tend to use reports to solve most questions. I could teach an entire class on reporting and go through the best practices and tips, but we’re here to talk about adoption. So instead, I’ll leave that to the training guides on Experience League and spend the next eight minutes or so giving you a highlight reel of the few reports that I use to understand if my user base is really using Workfront and how they’re using it. Sound good? Okay. So the first question you’re probably asking is, are my users logging in? That’s step one on the adoption journey. And the good news is there’s a report for that, and it’s incredibly easy to create. It’s a user report filtering for active accounts, and it’s grouped by last login date. I chose to group it by month so that I can get an idea of how everyone uses Workfront without hovering too closely, checking to see if they log in every day or even weekly. Now this may vary based on your unique use case. So if it is vital for you and your org to log in every day, then by all means, change the report and group by day. Over the years, I have made a lot of tweaks to this report, and now I solely focus on my marketing group and the paid users. But it is a true indicator on who’s logging in and when, and it really comes in handy when it’s time for renewal. Not only do I know what groups are using it, but exactly how often and do they really need that paid license? Also for anyone who’s not aware, when you look at this chart, you can actually click on a specific bar and get a nice little pop up of all of the users that fall into that segment, and that’s super helpful if you are bulk editing. For me, I have a blanket rule that if you haven’t logged in in the last three months, I’m reducing your license from a paid user to a free reviewer. You might be looking at this chart and be like, Monique, you still have a person that hasn’t logged in since January. I know she gets a pass because she’s currently out on maternity leave. Now as you get deeper into Workfront uses, you may start to ask, are they filling in the key data points? I’ll admit that there’s a couple of ways to approach this, but in the interest of time and also just sharing the best that I got, I’m going to introduce you all to exception reports. These reports are slightly more complex, but they still do not require any text mode, so you got this. An exception report is a crafty way to identify instances where information is missing. Think of it as building a report in reverse. Show me the projects where this information is missing. In a perfect world, the report would be empty, and as you can see in that bottom right corner, which I may or may not have had to quickly clean up before today, I have a good example to show you what it looks like when it’s empty. Unfortunately, I can’t share the version with the project showing all of the details because it is sensitive data, so instead, we’re going to just have to think about it, and I’m going to walk you through my scenario. My studio project form has hundreds of fields. Probably some of them could be deleted, but that’s a different topic for a different day. But I will say that for the most part, they’re all important, but there are only four that are mission critical for accurate executive level reporting. For that, I have an exception report that filters for when those four, any of those four are missing, when it’s brand, business unit, project type, and piece count. If any of those are blank, it’s going to show up on my report. Since I’m checking for multiple fields, and it’s possible for a project to be missing only one, I use an or statement instead of an and statement. That way, if my project has brand and business unit filled in, but piece count and project type are blank, or maybe just piece count is blank, it’s still going to show in the report. It’s only going to go away when all four have been filled in. In the view, I use conditional formatting to really be able to highlight the blank fields in a nice calm blue. It used to be red, and then people thought Workfront was yelling at them, so we switched it to blue, and now all is good. As a result, the team has a single report that shows all of the projects where the key information is missing that they can quickly scan through and inline edit it. This report really comes in handy. Usually when I’m running metrics for leaders, and it’s sometimes last minute, I will get that no volume column, and it’s like, I can’t show this to them. Instead, I send out an SLS to the entire team, all hands on deck, here’s a link to the report, fill in as much as you can, and the project coordinators will frantically help me update, so that way we’re always presenting the most accurate data. At the end of the day, accuracy and completion are vital to sustainable adoption. It allows you to tell your story, but it also shows the true value and why you’re using Workfront in the first place. Now, you know that the team is logging in. You know that they’re filling in the information. It’s smooth sailing from here. Maybe. One last question you might be asking as time goes on is, are they still using this? As your instance grows and you’re using Workfront more and more, also, you’re going to be attending more events like this. You’re going to get good ideas. You might change your layout template. You might come up with a new workflow and introduce more just project templates. Either way, you’re going to start to wonder, do we still need these old templates? Do we still need that old report? You’re not really going to be sure if they’re looking at it or not. You want to be able to quickly identify what could or could not go away. Also, your users might not be able to find things, or that list is going to be so long and they’re just scrolling through. They’re like, I don’t know what to do. I can’t find what I need. As soon as your users can’t find whatever they’re looking for, they’re less likely to continue using the system. Ask me how I know. That is not a road you want to go down. Do as I say, not as we did back in the day. We’re much better now. Have no fear. I know this sounds daunting. I know you’re like, there’s something else. There’s more things I need to do. The Workfront team has made maintenance so easy. I honestly wish this was around when I first got started, but they have done the legwork for us and created dashboards within Blueprints. If you don’t see Blueprints in your main window, it’s for one of two reasons. Either you’re not an admin and that’s okay. There’s going to be a recording of this. Have them look at it and then they’ll know exactly what to do. Or if you are an admin and you still don’t see it, that means that your layout template just doesn’t have it turning on. Easy peasy. You’re good. But I will say that not only is the system admin maintenance dashboard a lifesaver with the 20 reports that kind of help you with the clutter, but you’ll also see in there the usage dashboard and the offboarding dashboard that even I, eight years in, have found some great things to kind of add to the webinar. So like I said in the beginning, I could go on and on and on about reports, about adoption, and just really trying to figure this in and dive deeper. But I know that I probably only have a couple of seconds left and I want to make sure that we have time for everybody else and all of your questions. So I hope that I have answered your question of, are my users really using Workfront? And with that, I’m going to stop talking, take a sip of water, turn it back to our host and kick off Q&A. Thank you. What a great presentation. Thanks so much, Monique. Steven, Amy, Monique, welcome to the digital stage. We’ve been tracking the questions from our attendees as you’ve been presenting. So let’s go ahead and unpack some knowledge here. Steven, I have a question for you first. How do we build that work dashboard? Is it a built-in option? I’ll go ahead, it’s kind of a multi-question here, so I’ll go ahead and ask the entire thing for you. Any advice for a dashboard that will help folks find projects that are shared with them, but not that they were originally requester of? Does that make sense? Adding them to the task is not helping. So that’s from Bree. You want to take that one on, Steven? Sure. I’ll take it in two parts. So the first part, just real quick on the MyWork dashboard, that was not an existing option. It was originally using the user ID filters. So anything that was assigned to those users, making it very personable so when they log in, everything is very specific to them. The second one, I’ve actually had a lot of luck with driving people directly to the Projects tab and within there, enabling that Project Shared with Me filter. So that way they can go in there with two quick buttons at the top, Projects I’m on or Projects Shared with Me. If folks weren’t as comfortable with getting into that Projects tab, I have built that as its own dashboard and use that up in the pins. So again, using that filtering of Projects Shared with Me, because I’ve had the same instance where I may need people to get to something, they’re not assigned to that task, but I know for a fact it’s been shared with them and I want to get them quick access. So two of those ways has worked for me in the past. Excellent. And Monique and Amy, I’d love to have your insight if you have any of the comments that you’d like to add to that as well. Feel free to just let me know because we know you’ve worked with layout templates and pins in the past as well. Yeah, I don’t know if Amy had anything she wanted to share, but for me and my folks, we share all of our projects with everyone. So sometimes that’s not as helpful. So instead what we have created are kind of special dashboards with prompts that kind of help people just find projects based on the brands that they support or project types that they might support, graphics versus video, that kind of thing. Yeah, I think we’re pretty similar to Monique’s approach where it’s very much based on the role so that when they’re there, they see exactly what they need. So customize more per role. Excellent. All right. Thank you for all of your very insightful input there. Amy, I have a question for you from Bree. Was this Adobe person that came to counsel, was that something that the company charged for? Interesting question there for you. We meet monthly with our customer support person, Kate Cavallaro. She’s been really great for us to get the work front counsel up and running and has been a driving force behind getting an Adobe SMI in at least once a quarter. And we weren’t charged extra, although I’m sure Fidelity’s contract may be a little bit more robust than some smaller companies. Yeah, so I would say it probably does depend on the type of contract that you have there. But I will say make full use of your Adobe work front team. They can provide some resources there that you may not even be aware of. And this is a good example of that. So Monique, Steven, anything you guys want to add in that as well? I just fully support the need for consistent gatherings of folks across the organization. Definitely leverage where you can other folks in large organization like Amy’s in as well. There’s plenty of places that the tool gets used and really try to leverage across the organization for best practices. As Amy and I have spoken in the past, something like a center of excellence where you really can get the best knowledge from not just how you approach the tool, but who others approach it in your business as well. So big shout out to Amy for that. I’ve started to implement that as well on my side. Thanks, Steve. Yeah, I was going to add that I use the Adobe team all the time. They’re probably tired of me at this point, but I am always reaching out and just saying like, hey, can you connect me with people that have large instances or also create products? Or I’ve also asked like, who else doesn’t have project managers? So we don’t have project managers yet. I think we are about to get one. But until then, I’m like, who else doesn’t have project managers and how are you setting up your projects? Because it’s different than if you do. And Adobe has been able to find me other customers to work with to find folks to kind of hive mind together, as well as just using that CS at scale team to really pick their brain and be like, you’ve seen hundreds of instances, help me decide which way is the right path, what are some pitfalls, things like that. And it’s all free. Love it. Monique, as far as your presentation, you had a comment from Cassandra who wanted to know when a Monique reporting master class could be scheduled. So just know that you might be attached for that at some point in the future. We’ll make it happen. But I do want to ask a question for you here. So Karen says, I’m a new user, three months, not an admin. Is there a tutorial via Adobe’s Experience League that goes step by step in explaining Workfront? I had trouble with layering proofs, for example, when I began. There is. So there’s so much in Experience League, which is a blessing and a curse, right? Like if you don’t know how to search in there and what you’re looking for, you might not find it. I think three different places that you can find tutorials. One is under tutorials, one is under learned things, and then there’s also the documentation, right? And then there’s also community. So again, you might want to reach out to your Adobe person just to be like, help me find what I’m looking for. But there is a bunch of documentation in there. I actually had to go back and reread some on proof because it was just like, this isn’t working the way that I think it’s supposed to. Lo and behold, there was a button that we didn’t have turned on that should have been and things are working how they should now. So, yeah, I still reference back to those resources as well. Documentation is your friend.

For sure. And some of those documentation, those articles are written with maybe, as you mentioned, like a word that you missed and you’re like, oh, there you go. That’s exactly I need to reread this for this particular situation that I’m in right at the moment. So, Stephen and Amy, I feel like you could probably also speak to this question. So any comments on learning new things as a well, not a system admin, but somebody who’s new in the system that’s been in there for like three months? What have you found? We always recommend. Oh, sorry, Stephen. No, go right ahead, please. We recommend that our users use one another as resources. The other people on their team are the ones who understand how their team needs to use the tool. So while we do office hours and videos and other ways to train our users, we try to set them up either with a work front buddy or encourage them to work with their team.

Very similar, Amy, for us, and I always try to find that person or persons within a group who has a propensity for this type of work or an interest in it and really try to make them that advocate because they’re closer to most of my users. They see them more frequently. And if I can get them on board and really use them as a bit of an expert within that, their individual area had really good success with that, again, dependent on who you have and how willing they are to help out. But definitely take advantage of that peer network within the teams when you can.

Excellent. So, Stephen, I have a question for you based on your presentation for the layout templates on a project. How did you set it up where you can enable what they can and can’t see on that left hand side? I’ve been having difficulties being able to adjust access levels for it. Sure. So with that feature in particular, that would be in the layout template itself. And what can be tricky about that is that left rail is dependent upon what the little dropdown is right above it. So making sure that if you’re in projects, it’s project specific rail. If you’re in tasks, same thing. And it can be a little confusing because that will change for every different object that you’re looking at in that layout template. But it should be located on the left hand side directly underneath the dropdown for the object that you’re looking at in the layout templates themselves.

A great feature, by the way, to help your user kind of digest what they need and what they don’t need, because as we all know, more sometimes is not always better for our new users. For sure. Cut out the chaos, cut out the noise, make it as friendly as possible for our users to know where to go. Yeah, excellent advice there. Amy, when it comes to Rachel’s asking this question, when it comes to training, do you have different training buckets based on level within the company? So I’m going to assume Rachel means level within the company, meaning associate VP, that sort of thing.

I’m not 100 percent sure if that’s what she means. But we find that folks of different levels within the firm have different needs from the tool. So more senior leaders tend to need more information from the tool. So they need a lot of reports and dashboards that are customized for them and for the information they’re trying to get quickly. Where an associate or a manager who’s working day to day in the tool really needs like a work in progress dashboard and other things to have right at their fingertips. So we’ll customize a training according to what they’re trying to do within the tool.

Yeah, good point there, Monique and Steven, have you had any the training type of questions there, anything that any pro tips that you can give our users today as far as your experience? Go ahead, Steven. All right, thank you, Monique. See, we can communicate with eyes, you and I. I love it.

I should probably just call it out and say, Steven, what is your issue? And just a quick plug, right, for LEO templates. But that’s also another use of them is to say, OK, training group X level Y, whatever that is, applying that layout template to that group already allows me to drive them to what I want them to engage with. So by saying this is a new user there at this level, they’re going to need all these different tools, apply this layout template to them. It will take care of their access, take care of their sharing and also make sure that they have the most, again, actionable dashboards for their role in there. But it goes back to what Amy said around being conscious of what that user needs, depending not only on their level, but also maybe on their role and how those two play together.

Yeah, and for me, I have way too many users that I don’t have a team, so I am admin of one for hundreds of marketing folks that all call on me. So I do more broad strokes in my training and kind of the one size fit all. There’s no T-Search sizing here. It’s just here you go and you’re going to learn everything. I do try to tell it more in the story mode so that people can kind of relate to it. But then at least that way, even if they don’t need that data on like, here’s how you create a proof, it’s also good for them to kind of just hear and see the steps that are there because they kind of appreciate it a little bit more. And they feel like they’re a part of the process and things like that. So, yeah, I’ve found some success in not having to tailor everything, but I’m sure people would love for me to get more into the nitty gritty like Amy does.

Monique is just one person, even though it probably seems to others that she is many people, right? Only one. But I do love that because you can see your piece of the puzzle, right, in the overall picture there. So that does make sense. Monique, specifically for your question here, Simone is asking for users ramping up Workfront for the first time. Do you recommend utilizing those reports as a success metric? Yeah, absolutely. So, if people are logging in, that’s a win, right? Like if they are all using one system, even if the data isn’t fully right, we’ll get there. But they logged in and they did some work and they’re using it, right? That’s that. And I think that’s a win, right? I’m sure everybody else would too. And your leadership wants to see it because that’s the first step. Because if they’re not logging in, then I’ve seen in the past where it’s like, oh, this is broken, this is that. And it’s like, no, they haven’t even tried it yet. So that not only can be a success metric, but that’s also like your first line of defense to figure out like, are they logging in and they’re confused or are they didn’t even give it a try? But absolutely, use these reports to kind of start to tell your story early. I wish I had them when we first started.

Yeah, great point there. I’m going to ask, we’re getting close to time. Let me ask just a question here that I think the three of you might be able to answer at least a little bit and comment on here. Any tips or tricks for making sure internal free license users are comfortable and excited to use Workfront for requests and project updates? Those collaborator people that are kind of there on the fringes sometimes, right? So let me go ahead. Steven, I’ll start with you. Sure. So again, with the layout templates for collaborators, that’s one we’ve specifically worked quite a bit on. And that sounds silly because it’s not a lot, right? When my collaborators are coming in, they don’t have a lot to do, but what I need them to do, they have to do. It’s not optional. So really limiting. So I have collaborator layout templates where somebody comes in and they have one dashboard and that’s it. All they need is the request and what that request looks like. My other person, however, may need the request and then just a review and that’s it. Don’t give them any more to allow it to be very comfortable when they log in because as soon as they come in and there’s something they don’t know what it is, you’ve almost lost them. So really keep that very simple with those reviewers and requesters.

In terms of making it fun, I think that comes down to who you are and how you can communicate that to your team. I love what Monique said, which is story. Try to tell that story and try to make it relevant to that user base.

I love that. Amy, I’m going to let you go next. What’s your thoughts on this? Teach them what’s in it for them. It’s easier than sending an email, gathering all your files, blah, blah, blah. Everything’s in one place.

I love it. Monique? Yeah, I have 10,000 collaborators, right? So there’s so many of them. I don’t know if they’re having fun or not, but we can try. And I think besides what Steven and Amy said is just showing them as easy as possible to do this, but also making sure that everyone on the receiving side supports it. So it’s like, hey, if these people are sending you an email, we’re not going to answer it. We’re going to copy it, put it back into the project, and you kind of have to force them nicely, but force them into the system so that all your information is in that one spot. Love it. Great pro tips. We’ve actually reached the end of our Q&A section. We went by so fast. Thank you, Steven, Monique, and Amy for being with us. Thank you so much.