About the Client
Lenovo is a global leader in technology innovation, designing and manufacturing hardware, software, and services for businesses and consumers worldwide.
Lenovo’s Global Product Education (LGPE) team leads the New Product Introduction (NPI) training strategy, ensuring that service and support teams across all regions are technically prepared for each new product launch.
Case Study Goal
The objective of this project was to design and deliver a complete NPI Service and Support Training Program for the ThinkPad X13 Gen 6.
The solution was developed for:
- Lenovo Support Agents
- Authorized Warranty Service Technicians
The goal was to ensure technical readiness from day one of launch, equipping learners with both:
- In-depth product knowledge
- Practical FRU (Field Replaceable Unit) service skills
PICKADO was responsible for the full end-to-end development process, from stakeholder alignment through final deployment, ensuring all assets met Lenovo’s instructional and quality standards.
Challenges
Delivering a global NPI training package required managing complexity across multiple dimensions:
- High Volume of Technical Data
- Engineering documentation, service notes, and regional requirements had to be consolidated, validated, and transformed into structured learning content within a tight launch timeline.
- Multi-Regional Stakeholder Coordination
- Content inputs were sourced from global teams, requiring alignment across regions to ensure technical accuracy and consistency.
- Scope Consolidation & Validation
- Technical documentation and service requirements needed to be reviewed, standardized, and converted into clear, engaging learning experiences.
To ensure alignment, a structured Level 3 (L3) stakeholder session was conducted to:
- Confirm scope and objectives
- Clarify product architecture and specifications
- Identify learner pain points
- Define interactivity and delivery expectations
PICKADO Solution
PICKADO delivered the project using its structured NPI development framework, focused on speed, collaboration, and instructional integrity.
Our responsibilities included:
Project Management
Coordinating global stakeholders and managing multiple review cycles to ensure on-time delivery aligned with product launch milestones.
Content Development
Developing scripts, storyboards, and structured learning content from raw engineering documentation.
Instructional Design
Designing scenario-based modules aligned with Lenovo’s NPI learning framework to ensure knowledge application, not just information transfer.
Visual & Experience Design
Creating high-quality visuals, animations, and user interface elements aligned with Lenovo brand standards.
Assessments & Knowledge Checks
Developing technical quizzes to validate comprehension and reinforce critical service procedures.
Quality Assurance
Ensuring compliance, accessibility, functional accuracy, and instructional clarity across all learning assets.
Screenshots
ThinkPad X13 Gen 6 Service & Support Training
ThinkPad X13 Gen 6 FRU Service Videos
Results
The completed training package was developed in iSpring and structured into two complementary modules:
1. Service & Support Training
Focused on:
- Technical specifications
- Hardware architecture
- Gen-to-gen enhancements
- Diagnostic and servicing considerations
2. FRU Service Video Series
A practical service guide including:
- 26 high-quality removal and replacement videos
- Step-by-step servicing demonstrations
- Best practices for efficient field repairs
Together, the modules combined technical enablement with hands-on application.
The project resulted in a comprehensive global NPI training solution successfully deployed through Lenovo’s LMS and Support Portal.
Key outcomes included:
- Two interactive eLearning modules designed for global scalability
- On-time delivery aligned with product launch deadlines
- A global Train-the-Trainer (T3) session with over 50 participants worldwide
- A comprehensive service handbook and downloadable field reference materials
- Integration of interactive learning, animated visuals, and voice-narrated content
- Strong learner satisfaction, confirming clarity, engagement, and production quality
- Full alignment with Lenovo’s instructional design and global quality benchmarks
The ThinkPad X13 Gen 6 NPI program now serves as a structured model for future launch enablement initiatives across Lenovo’s global service ecosystem.