Facilitation Training at Scale

THE CLIENT

Insulet Corporation is a global medical technology company dedicated to simplifying life for people with diabetes through its innovative insulin delivery systems.

Insulet operates globally with teams across multiple regions to support customers, partners, and healthcare providers in more than 25 countries, advancing its mission to improve diabetes care around the world.

PROJECT SCOPE

Insulet needed an expert facilitation partner to design and deliver a comprehensive facilitation skills training program for their customer-facing teams.

They needed a solution that would strengthen internal facilitation capabilities, elevate their overall learning curriculum, and equip both new hires and experienced employees with best-practice facilitation techniques. The client was also looking for a scalable train-the-trainer model that would certify internal facilitators and provide adaptable materials that could be used across live, virtual, and eLearning formats. 

How we moved Insulet Forward

  • 1. Human-Centered Discovery to Understand the Facilitator Experience

    We conducted a deep discovery process with frontline commercial team members across regions, countries, and medical systems. By listening to facilitators in vastly different contexts, we surfaced what was working, where they struggled, and what they needed to deliver high-quality learning experiences for patients and healthcare practitioners. We synthesized this into a Discovery Brief that equipped internal leaders with clarity, empathy, and a grounded understanding of the real challenges their teams faced—laying the foundation for a training program that truly met their needs.

  • 2. Designed Facilitation Training That Immediately Translated to Their Work

    We built facilitation skills modules tailored specifically to the realities of frontline commercial teams. Through experiential learning, participants practiced, reflected, and applied each skill directly to their day-to-day context. The training strengthened confidence, elevated delivery quality, and empowered teams to create more engaging, effective experiences for internal trainees, patients, and healthcare practitioners around the world.

  • 3. Ensured Rigor, Quality, and Consistency in a Global Rollout

    The Group Forward partnered closely with Insulet to design the organizational change management needed for a successful global adoption. We developed a phased approach that supported trainers, leaders, and market teams in building facilitation capability at scale ensuring the content, delivery, and expectations remained consistent across regions, roles, and training environments.

The Result

In-Person Facilitation Skills training scored a 94% of high value of time spent in the training for the participants present.

"I’ve noticed in our internal meetings that the folks who went through the first facilitation skills workshop have really leveled up. They were already strong before the training, but now it’s clear just how much their skills have grown. You can see the impact in their meetings, their workshops, and the way they engage overall. They’re consistently applying what they learned, and it shows in every session I’ve watched them lead.”

— Andrea Benson, Sr. Manager of Global Clinical Education and Training