When a new HR system is to be implemented in a large organisation with many roles and varying levels of digital confidence, traditional training is rarely enough. For Coor, it quickly became clear that learning needed to be part of everyday work – not something that happens alongside it or only in connection with go-live.
In connection with the implementation of a new HR system, Coor therefore chose to work with digital learning support as a complement to traditional training initiatives. The ambition was to create support that makes it easy for employees to feel confident in the change and to quickly find answers when needed in their daily work.
The project was carried out a few years ago, but the way of working remains and continues to be used as a natural part of how Coor approaches learning and change.
A key starting point in Coor’s approach was to base the work on users’ actual needs in their day-to-day work. Instead of placing all the focus on pre-go-live training, they built support that is available when users need it.
Through short, context-based guides, employees receive help directly while performing a task in the system. This reduces reliance on memory and makes it easier to adopt new ways of working in steps. In this way, learning becomes a natural part of the job rather than something that needs to be scheduled separately.
Coor’s start portal, where learning support and guides are gathered in one place, tailored to the user’s role. If you would like to explore further, you can access a recorded webinar in which Coor shares more about the project (in Swedish).
A clear theme in Coor’s work is the link between learning and change management. The implementation was not only about a new system, but about new ways of working and new roles for many employees.
By using digital guides as a living support resource, they were able to work more continuously with the change. The content could be updated over time, adapted to new needs and used as a shared reference material within the organisation. The guides became a support that users, HR and support teams could align around.
Instead of collecting questions within the support function or referring users to extensive manuals, the guides became the first line of support in everyday work. This approach helped reduce the need for recurring one-off initiatives, such as additional training sessions or information mailings.
By ensuring support is close to the user and easy to return to, a more sustainable learning structure over time is created. This is particularly valuable in an organisation where change is a recurring part of everyday operations.
Coor particularly highlights the importance of actively working to maintain the support's visibility – not only at launch, but over time.
“A strong recommendation is to introduce the context-sensitive help already during the onboarding of managers and new employees, and to continuously remind people that the support is there, right in the flow of work. It cannot be said often enough,” says Ann-Cathrin Östman, IT Service Manager at Coor.
By sharing guides directly within the system and making the support visible from the outset, it becomes a natural part of the way of working rather than something employees need to search for afterwards.
Coor’s example shows that a guide does not always have to be a single document. In this case, the guide consists of a way of working in which learning support, change management, and day-to-day user support are interconnected.
By gathering support in one shared place and making it easy to find the right information – regardless of role or previous experience – Coor created better conditions for both users and the organisation. It is an approach that inspires other organisations facing similar changes.
Each month, we at InfoCaption appoint the Guide of the Month – a guide we want to highlight for the value they create within the organisation. As a thank-you to the person or people who created the Guide of the Month, we donate SEK 1,000 each month to Hand in Hand Sweden, which combats poverty by creating more jobs in vulnerable countries. Hand in Hand works according to the “help to self-help” model, which aligns with InfoCaption’s own mission: “to make it easier for employees to help one another”.