Industry
Aerospace
Highlight
800+ engineers · PLM adoption
AIRBUS: Designing Enterprise Product Adoption at Scale
Impact
Contract extended, with 47 microlearning videos delivered on schedule, enabling 800+ engineers to reinforce key workflows on demand while feedback loops improved content clarity and reduced support needs.
My Role
Service & Learning Designer (Change Management background)
Time
Part of a 2.5-year change management engagement; this project ran July–Oct 2024
Client
via
Team
AIRBUS & CIMPA Change Manager, AIRBUS LPLM Program Manager, CIMPA Internal & External Engineers (SMEs)
Tool
My Contribution
Designing the end-to-end change experience and learning service
As a Cultural Change Manager at CIMPA, I supported AIRBUS Cabin & Cargo’s transition to a new PLM system for 2.5 years. I applied change management, service design and UX principles to onboard 800+ engineers, co-creating 47 microlearning videos in 4 months.
Not only a single video, I owned the full service journey for the tool rollout from first awareness through to measured adoption.
Business Context & Problem
Slow training reinforcement hindered adoption of AIRBUS’s new LPLM system, creating workflow friction and delivery risks; the goal was to provide engineers with accessible, on-demand learning support during real work.
Challenges
Creating 47 micro-learning videos simplifying learning content of the complex engineering system in 4 months
Coordination with 3 engineer colleagues, SMEs who provide demo recordings and technique instructions for me to do video post-production.
Solution
Less than 10-minute micro-learning videos designed to refresh engineers memory and fill the new PLM workflow gap.
*In compliance with NDA, this case study presents only the design process and a recreated video prototype based on general, publicly available information, excluding all customer logo and confidential details.
Define
Engineers Need Quick Review of Their Training With New System
Business requirements analysis defines business goal, user problem, and product scope.
Business Goal
Requirements
User Problem
Ideation
UX and Service Design Approach to Learning Complex System
The persona helped me understand that the primary users, engineers, need a quick and easily-to-understood refresher videos for their learning retention with the new PLM system which leads to sustainable adoption and stable product delivery.
Persona
Job-To-Be-Done
Users watch the refresher videos to review how to use the new system quickly and easily, so they can reduce time spent watching long training recording and feel more confident using new system at work.
Problem Statement
Engineers struggled to use the new system effectively after initial training. Many forgot key workflows over time, and managers observed persistent skill gaps across their teams. As a result, engineers could not produce deliverables efficiently once the legacy system was retired, creating delays that ultimately impacted Airbus’s ability to deliver aircraft on schedule.
Service Blueprint
Refresher videos serve as the key touchpoint for AIRBUS in the post-training reinforcement phase of the LPLM system adoption process mapped on the service blueprint.
Customer Journey Map
With the customer journey map, I decided to focus on creating clear learning goals, clear demo showcase, and recap as the main video structure to improve engineers' adoption with the new LPLM system.
Information Architecture
This IA shows how the video presents information for users in a simplified and structured way to help them review the new system step by step.
Design
Simplifying Video Content for Learners' Needs
Storyboard & Wireframing
The storyboard visualizes how the video guides users to recall what they learned from the training and apply the solution step-by-step immediately to their problem using the new LPLM system.
Design Decisions
Intro & Goals: Explicit learning objectives hook users immediately.
Step-by-Step Demos: Concise, guided workflows speed up system comprehension.
Recap Summaries: End-of-video key points maximize knowledge retention.
Minimalist Visuals: Clean backgrounds and characters boost engagement and reduce cognitive load.
Changing Project Workflow
Streamlining Project Workflow to Boost Productivity
Before I designed this project workflow, our delivery time was slow, and I was unable to produce many videos. After I created this workflow and my team used it, we accelerated our delivery process and enhance our deliverables in the short delivery time.
*This became the backstage process powering the reinforcement phase of the learning service (see blueprint above).
Result
Positive customer feedback leads to extended contract of finalizing 47 videos for 800+ Engineers
Rapid Protoyping for 47 videos
I recreated the project prototype by Animaker. In my project, I used Vyond to create videos.
Reflection
From this project for AIRBUS, I learned to integrate my change management skills into Service, UX, and Learning Design including research-driven iteration, service thinking, cross-functional facilitation, and creation of digital learning materials. Above all, it plants seeds of my enthusiasm in UX Design and Learning Design.
Links and Reference
CATIA V5 Demo on Youtube
Persona, service blueprint, customer journey map, IA, project workflow on FigJam
Refresher Video from Animaker
Employment reference from CIMPA