The Customer Journey: Partnership with Educators & Learners
Education is a complex field. Parents, teachers, school systems, institutions and governments – and of course the people who are trying to learn – all impact whether and how much learning is actually happening. Choosing to use a product is only the start of a journey, as “how” a product is used can be just as important as “what” product is used.
Implementation wrestles with that complexity and deals with the art of execution--putting a product into practice. Implementing an education product requires careful planning (i.e. What results am I expecting to see? When will the product be used? What products will it be used with? How will it fit into the current time-tables and daily plans?) and support (i.e. training, professional development, infrastructure).
One way in which educators do this effectively is by communicating directly with others who have adopted the product and also by partnering with education companies. Educators want to know what the product is intended to do--and what research supports that claim. They want to know how the product is meant to be used--a user roadmap. They also search for ways to communicate effectively with the company, sharing what implementation strategies work, as well as areas of strength and weakness in the product.
Successful implementation looks for effective ways for people to utilise research-backed products. It is a journey that starts in development. Take Pearson’s immersive digital learning platform REVEL: Pearson worked with over 23,000 educators and students during its development. That partnership helped supply a firm foundation for the product. Success doesn’t stop with the launch of the product. As new customers adopt and implement Pearson products, whether on their own or alongside other courseware, we keep partnering and learning.
How We Work With Customers to Get the Best Results
We are committed to helping our customers make progress reaching their learner outcomes and goals. That means when a customer decides to adopt one of our products, they trust us to stand by our commitment. We take that responsibility seriously.
If our products are to deliver measurable impact for learners, measurement has to be at the heart of implementation. Measurement helps keep the focus on using a product effectively, rather than just adding a new product to the curriculum.
You can see that focus throughout the implementation process. We’ve created toolkits that help educators make more informed decisions on course design, decide which assets and functionality most suit their course goals, and establish how best to measure success. See an overview here.
We provide other support and training resources as well for instructors interested in learning how best to integrate our products into their course. Training webinars, videos, peer-to-peer advising or support from a dedicated member of our staff (captured in a hub here) are offered free of charge to our customers.
Throughout the implementation process, we look to capture educators’ insights into their teaching and learning experiences. By sharing these insights with other educators, we are able to improve our products and provide blueprints of best practices with other educators seeking new ways to increase student success and continuously improve. We primarily do this through what we call-- “educator studies.”
Why This Matters
Our approach recognises that complex educational challenges need to be addressed with research-based educational tools, implemented with dynamic and continuing support. This emphasizes the importance of two-way communication and learning between educational institutions and learning companies.
Our focus on efficacy impacts how we work and think at each stage of the customer implementation journey. The sale isn’t considered closed until we have worked with the educator to drive and support deep integration of the product into the course. Adoption and Implementation is a shared partnership.
Our educator studies (previously known as implementation and results case studies) give voice to our customers and what they believe is the impact of our products.
Such studies are completed by instructors who teach using Pearson products. The studies describe why instructors decided to use the product, how they used it in their classrooms (or online classes) and how they believe use of the product impacted their teaching and student learning. They allow educators to share blueprints of best practices with other educators seeking new ways to increase student success and continuously improve integration of the products into their courses. The studies include data from the educator about course achievement and student outcomes, often comparing achievement both prior to and after implementation of the product. In some of these studies, educators also provide information gleaned from surveys of their students. Since these studies do not use experimental or quasi-experimental designs, outcomes reported in these studies are used to provide insights that can be further investigated in more rigorous studies in order to generate more robust claims of impact.
While the studies are not held to the same rigour as efficacy studies educator studies collect actual implementation practices and evaluate relationships that the customer believes exists between program implementation and student performance.