Helping managers unlock their staff’s real training needs

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The Challenge

Hospitality managers loved the idea of Skillable, Carlsberg’s learning app. But enthusiasm stopped short of involving their teams.‍

- 80.6% of managers signed in (great!)

- Only 34.2% invited staff (ouch)

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Research Insights

On-site in Billund, we asked managers why. The message was clear: they won’t recommend training blindly.

“I need to understand their weaknesses and strengths.”
“How can I suggest an app if I don’t know if it’s going to be useful?”

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Strategy

We reframed the problem as:

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👉 How might we help managers understand their staff’s training needs?‍

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Our approach:‍

- Activation Funnel Analysis (Google Analytics + PowerBI) → Identified drop-offs by outlet size.

- Customer Interviews → Deconstructed barriers with real quotes.

- Affinity Mapping → Clustered patterns → visibility was the missing piece.

- Brainstorm & Sketch → Quick ideas with product + design.

- Customer Validation → Tested sketches directly with managers.

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The Concept

Instead of building a new module, we upgraded the learning journey:‍

- Evaluation Lessons after each course.

- Staff → take them for fun/self-check.

- Managers → receive auto-reports on strengths & weaknesses.

- Outcome → Managers gain confidence to recommend/create content that matters.

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The Impact

The numbers told the story:‍

- Manager sign-ins: 80.6% → 82%‍

- Staff invitations: 34.2% → 67% 🚀

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What’s Next

Exploring how to capture staff motivations and interests at onboarding — not just gaps, but wants. This could evolve into dynamic staff profiles combining skills + passions.

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