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Overview
This project is a scenario-based training for front-line customer service representatives. The goal is to help staff improve outcomes when working with upset customers via phone and email and is suitable for new and tenured customer service representatives.
Responsibilities: Instructional Design, Visual Design, Motion Graphics, E-Learning Development
Tools Used: MindMeister, Adobe Illustrator, Camtasia, Articulate Storyline
Process
During our initial project kickoff meeting, I worked with the department manager to collect contextual information on our learners such as department size, demographics, technology availability, learner goals, department structure, and existing training materials. Additionally, we determined that an Agile approach would be the preferred method due to tight deadlines within the department.
ACTION MAP
I worked with the SMEs to develop an action map, starting with defining the business / performance goal. From here, we identified specific behaviors that supported the business goal, the essential information for those behaviors, and realistic practice activities for each. Once the action map was completed, we reviewed existing qualitative and quantitative performance metrics within the department to use as a baseline for post-training assessments.
SCRIPT
Next, I worked with the SME to develop a text-based storyboard based for common scenarios encountered by the customer service representatives. We kept the language conversational and the characters relatable to increase engagement (Mayer's Principles of Multimedia Learning).
PROTOTYPE & DEVELOPMENT
For prototyping, the approach was Agile - we needed to have a working product as quickly as possible. We bypassed the formal storyboarding process in favor of the Successive Approximation Model (SAM) which allowed for a rapid and iterative development process. After collaborating with stakeholders to complete informal sketches of the design idea, a working prototype was developed. From here, stakeholders could test and engage with the working prototype which was then refined based on feedback.
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