Coach assist

improved Apprentice to Coach reviews with AI supporting throughout

  • Deeper conversations

  • Increased productivity

  • Improved job satisfaction

Problem

Opportunity

Expectation

Mission & Goals

12,500 Coach reviews with Apprentices are conducted every 12 weeks.

Coaches have 1 hour to discuss progress, tasks, action points and failures with Apprentices. Coaches must:

  • write-up the discussion as it’s being conducted

  • define action points

  • display empathy to the apprentice

  • all without exceeding the time-slot

Coaches no longer feel the satisfaction of their role if they’re unable to have deeper more constructive communication with apprentices all while trying to adhere to common standards between schools.

This is leading to poor reporting and high churn of Coaches across all four schools.

50,000 reviews conducted in BPP alone per year across 300 coaches. Increase the pass rate and course satisfaction of Apprentices while also reducing the cost of rehiring Coaches.

This can save the business £500,000-£1,500,000.

NPS score to increase by 0.5

Significantly reduce the overheads and time pressure for coaches. Find ways Coaches and Apprentices can have more meaningful conversations and automate the laborious parts of these review sessions, both coaches and apprentices are extremely time-short.

BPP’s vision is to become a global provider of professional education. Supporting a new generation of learners.

Goals assigned to this project:

  • Increase number of new clients

  • Lower support costs

  • Improve quality of learning

  • Enable valuable connections

Starting point

Introduction of LearnWise

Collaborating with the Director of Gen AI, this project coincided with the partnership of LearnWise, an AI support platform for educational institutions

Birth of the Tutor and Coach portal

Prior to this project the Tutor and Coach portal didnt exist. All details from Coach and Apprentice reviews was saved on Word and Excel documents without any clear standards for reporting between schools.

Measuring the As-is experience 🤦‍♂️

There were almost no viable statistics or data we could map to show a true reflection of the As-is state and mapping value into the To-be state. We had to try and estimate, with ranges, the value of increased empathy between Coach and Apprentice. Furthermore, we found a wide range of speed and ability between Coaches when it came to conducting reviews. Some were very tech-savvy and adopted plug-ins and other tools whereas other were slow at typing and found juggling multiple tasks a significant drain on cognitive load.

User testing

Conducted with Apprentices and Coaches

The first round of user testing was particularly successful with Apprentices finding the clarity of actions points of most value.

However…

We experienced extremely high levels of skepticism from Coaches. This was one of the first AI led products for BPP and the market at the time was displaying a general unease around any AI functionality.

now coaches can coach and apprentices feel heard

Time to write up review

Avg. 19mins

Saving 23mins per review

That’s an annual saving of 19,166 hours or the equivalent of:

  • becoming a pro tennis player twice

  • learning Cantonese almost 9 times

  • earning £670,000-£1.2M