Overview

Audience:

• Customer Service Managers

Responsibilities:

• Needs Analysis

• eLearning Design and Development

• Visual Design

• Storyboarding

• Prototyping

• Mockups

• Image Optimization

• Quality Assurance

• Evaluation

Tools Used:

• Articulate Storyline

• Figma

• Krita

• Google Slides

•  Canva

• Google Docs

• MindMeister 

Problem 

AssistPlus faced declining customer retention due to ineffective managerial communication with new hires, resulting in new hire low performance and high resignation rates.

Solution

• Implement scenario-based eLearning to help managers and new hires communicate effectively.

• Provide email templates for documenting performance reviews.

• Create a Google Docs checklist for managers to enhance communication.

I proposed scenario-based eLearning due to its ability to facilitate targeted training, encouraging interaction between managers and new hires. This approach allows managers to engage in realistic situations, addressing specific communication challenges effectively. Moreover, it's cost- and time-effective, eliminating the need for expensive in-person sessions required by the other two solutions, and provides flexibility in accessing training materials.

Design Process

This design process outlines a concept project, shaped by input from volunteer Subject Matter Experts (SMEs) who shared their communication experiences and challenges. These actions reflect what I would pursue in a real or similar scenario.

1. Needs Analysis:

• Conducted a thorough analysis based on new hire resignation and performance data from the past 12 months.

• Gathered information about the target audience (managers), business objectives, and desired outcomes for the business.

2. Content Development:

1. • • • • Collaborated with the Subject Matter Expert (SME) to align content with learning objectives.

         • Designed a style guide, color palette, visuals, and storyboard.

3. Visual Mockups:

1. • • • • Designed visual mockup in Google Slides, establishing a uniform visual theme and custom color scheme. 

4. Prototyping: 

• Developed a prototype using Articulate Storyline for SME and client approval.

• Integrated decision-making questions and conducted a quality assurance review.

• Gathered feedback from a community of eLearning experience designers for further project refinement.

5. eLearning Development:

5. • • • Created high-quality instructional content and multimedia elements such as scenarios and simulations to enhance the learning experience for the complete project.

       • Underwent a comprehensive quality assurance review for visual design, content, and user experience.

Text-based Storyboard

Once the action map was approved, I developed an interactive storyboard. It includes a scenario in which the learner plays a manager addressing a new hire’s performance. I collaborated with the SME to ensure realistic scenarios. The learner faces choices for how to communicate with the underperforming new hire, each with real-world consequences. Incorrect choices illustrate common challenges managers and new hires encounter.

Interactive Prototype

I used Articulate Storyline to transform visual mockups into an interactive prototype, refining elements based on SME feedback for better user experience before full development. Focusing solely on the first question's scenarios allowed me to address key aspects, utilize time wisely, and develop the full course more efficiently.

Full Development

Upon finalizing the approved prototype, the scenario-based e-learning experience was fully created in Articulate Storyline, and it underwent a thorough quality assurance review for visual design, content, and user experience.

Animations: I designed professional animations that simulate real-world situations involving new hires and managers. The animations were consistent throughout the learning experience to maintain continuity.  For instance, I designed a replica of an Outlook email and simulated a Microsoft Teams urgent message with audio and animation for the learner’s engagement. 

Adult Learning Theory

Rewards: I applied Adult Learning Theory in this project by designing a learning experience that uses real-life scenarios to highlight the consequences of communication choices. Learners have the freedom to learn from their decisions. I also included rewards for positive communication choices with the new hire. For instance, effective communication results in extra PTO days and verbal recognition from the director, promoting successful interactions with the new hire.

Social Learning:  I applied Adult Learning Theory by having new hires work with a mentor to improve performance. This promotes social learning in a non-threatening environment, allowing them to share tips, discuss, and receive feedback to adapt to the company's culture.

Results and Takeways

I was pleased to receive positive feedback on the project's design and content from instructional designer peers and a graphic designer. This experience allowed me to collaborate with an SME, incorporate feedback, and learn new software and design techniques. As a result, I've developed significantly as an instructional designer and eLearning developer, deepening my enthusiasm for creating eLearning experiences.