Responsibilities: eLearning Product Review
Target Audience: Company Wide Service Training
ID Methods: Addie & Action Mapping
Software Tools: Articulate Rise
Resources: hubspot.com, customer services initiatives and personal customer service experience
Step 1: Analyze the Companies Needs to focus on Service Training Outcomes
Step 2: Persona & Learner Profiles
Step 3: Identify objectives to meet the company needs for specific training
Step 4: Develop a design flow for the entire training course
Step 5: Use Rise templates to establish a design layout for quick turnaround to meet deadline needs
Step 6: Evaluate the course design in user groups to determine objectives were met
Step 7: Revisit and update training course content and interactions as needed
Step 8: Final Audit of Course
Step 9: Train the Trainer
Step 10: Course Release on CMS or LMS platform
-Revist the course for yearly updates needed per the company request
Analyze the Companies Needs to focus on Service Training Outcomes with Learner Profiles to Identify objectives to meet company specific training needs.
Establishing customer service experiences that are realistic with activities through which people make decisions and learn from the knowledge absorbed then apply that information retained to make sound customer service observations. Knowing what the problem is prior to being the project will help steer the ship to say and will enable the ID to focus their questions to the SME's more accurately to address the problem discovered. Also the problem maybe something small or a gap missed so if you have a course or training already built don't reinvent the wheel, take the new insights and adjust or add a new section to address the needs of the current project. Templates are wise to keep on hand in the particular format and layout needed to reuse concepts. It's a wireframe or placeholder to begin new projects which saves time.
Transforming current standards in employee customer service to meet the needs of the stakeholders, customers wants or gaps that have been discovered with personas, competitor analysis, user interviews or surveys. These new insights will update any new current trends regarding technology assistance, accessibility or disabilities that may have been missed in particular populations however if a Universal Design approach is embedded into all the products made the needs will be addressed for all.
Once data has been gathered with usability testing, evaluative research with quantitative testing and qualitative user research with direct observations, using the lo-hi fidelity prototype modules or courses can help predict if the problem has been solved or needs more work to update any gaps that have been discovered during the research phases.
Develop a design flow on paper first for the entire training course using storyboards and design documents. Backward design methods to achieve action mapping flows keep the end in mind.
Once the overall design has been determined due to data and research methods move onto the Rise templates to discover if any existing format can fit the needs or design a custom layout based on your wireframes to form a quick turnaround to meet deadline needs. Will this be a responsive website or app or just LMS course to view while at work?
Evaluate the course design in user groups to determine objectives were met with the wireframes and discuss any gaps in user design systems that need adjusting. Then proceed to Hi Fi prototypes to render a full scale custom course for user studies to continue.
Revisit and update training course content and interactions as needed after either a A/B Testing, first clicks and eye tracking have been observed. Also is the learners experience producing outcomes that align to the original Who, What, When and Why questions first addressed with the stakeholders and SME's? If so continue to the final voice over, images and animations needed to complete the course design. If this is an App or Responsive site make sure all your deliverables, assets and notes are attached in Figma or XD for the engineers to access. Open communication and transparency are important.
As the course or training moves along into the develop phases each new concept or pivot into a new topic one must have is, a knowledge check to revisit the just taught concept. It doesn't have to be a multiple choice question, keep it interactive...drag and drop is a good quick way to have the employee to be more engaged with the training.
As the course or training develops in the design phase, the focus must remain on the employees ability to observe, be an activate participate and utilize what is learned so that they are comfortable and feel confident in speaking with customers and know how to react.
Scenario situations are really good for this activity to demonstrate how they should speak with open ended questions to retrieve as much information to help the customer achieve their desired goals.
In training courses, employees need to be able to pace themselves at their own learning speed to be able to take notes or revisit the entire course as needed.
Don't forget any customer service data that is being used should be transparent so the employee can identify any gaps as they increase knowledge with training that could be used in audits. This helps know in the future how they could help build strong conflict resolution skills to support any challenges or roadblocks that need to be addressed.
As a course, app or responsive site is being developed both the employee and customer need to observe good user experiences that are accessible and show that both the learning aspects were addressed with the user research and design systems flow. Using ADDIE, SAM or Agile methods during the project development will guide your team to stay on track. Holistically the user experience should embrace the whole person, show empathy and this will invite customers to return again and again.
