Presented at Acquia Engage APAC by Graham O'Connell, Lead Developer, GMWEB & Justin Barrie, Principal, Design Managers Australia. The vocational training market is increasingly offered COTS options for managing student progress. This case study shows how Audi Australia chose to go another way – using Drupal and Acquia to tailor and enhance their training outcomes and outputs. Audi Australia now has a world-leading, customised student management system that goes above and beyond government requirements while supporting the entire network of dealers and service centres in Australia. Graham and Justin will share the processes used and challenges overcome while moving to an in-house digital environment for apprentice management, including the effective use of service design to develop clear customer experience journeys that lead to the delivery of innovative technology solutions.

1. HOW DIGITISING VOCATIONAL TRAINING
ALLOWED AUDI AUSTRALIA TO
STRENGTHEN ITS BRAND
Graham O’Connell
GMWEB
Justin Barrie
Design Managers Australia

2. THE CHALLENGE AND OPPORTUNITY
• Bringing training in-house meant an opportunity
to digitally transform the experience
• Audi needed the training of its apprentices to
match their standards of excellence
• The outcomes had to exceed expectations
in terms of people, process and technology
– whilst fitting into the global Volkswagen ICT
framework and standards

3. THE APPROACH
• Combine excellence in digital delivery with a
service design front-end

4. WHAT THEY GOT
Best practice service design
delivered by DMA that was
more than developing
technical requirements.
• Created insights for the
Audi business based on
how people actually
operate.
• Led to an evidence based-
brief for the digital build.
• Left Audi with a stand-
alone piece of IP about
their new, internalised
service system.
The highest quality technical
solution including a public-facing
lead generation funnel and a
training delivery portal
personalised for key
organisational roles to support
the delivery of the Audi
apprenticeship training program.
• Based on evidence from the
design phase.
• Focused on meaningful,
useful and practical
innovation.
• In line with, but exceeding
industry standards.
Dedicated testing of the digital
products based on the
service design principles of
iteration and prototyping.
• With future users of the
system.
• In line with the intent of
Audi Australia.
• Delivering a tested
system on
implementation.
1 2 3

5. HOW WE DELIVERED – SERVICE DESIGN
The in-depth service design process moved
through the following phases:
• Research with team at Audi HQ
• Field Research with a range of users
• Observation of the system in use
• Current state analysis
• Prototyping in collaboration with users

6. DESIGN TO MAKE NOT JUST THINK
Intent and the resulting research is undertaken
to create insight that leads to decision-making
and design solutions

7. WHAT WAS DELIVERED FOR THE CLIENT
Actionable insights that are used in the
technical development phase, including:
• Future State visualisations
• Mock-ups of the ideal system

8. • Large dispersed user group
• Attraction to the system
• Evolving needs of system administrators
• Government auditing and requirements
CHALLENGES AND INSIGHTS

9. HOW WE DELIVERED – THE BUILD
• Open-source with customisation
• Platform allowing continuous
delivery
• Users first, while meeting
regulations
• Service design principles

10. CHALLENGES AND OPPORTUNITIES FOR THE BUILD
• Engagement and approval with CIO
of Volkswagen
• Corporate guidelines driven out of Germany
• New system and processes and learning
• Audit and regulatory limitations

11. WHAT THE RESULTS HAVE BEEN
• Brand enhancements through leading digital
solutions, enhanced attraction of quality
apprentices, higher-level training
• Creation of a true end-to-end experience for
apprentices and for Aftersales Teams
2175+
admin hours
saved per
year
436+
dealership
hours saved
per year
3358+
potential
apprentices
reached

12. HOW DID WE DELIVER
• Small responsive team
• Research – evidence – insight
• Rapid delivery

13. WHY IT WORKED
• Combination of our skill and the platform
we were able to use
• Audi’s bravery to accept just because
hundreds of people were going to use it, it
didn’t mean hundreds of people are
required to build it
• Design, agility and responsive tech

14. Graham O’Connell
GMWEB
Justin Barrie
Design Managers Australia
@dma_canberra
THANKS