Customer Experience Training Redesign
CBTS | OnX Canada Technology Solutions had an outdated Customer Experience training they wanted to redesign for their 2500+ employees. I collaborated with key stakeholders and subject-matter experts as the lead designer and content developer. I oversaw this project from concept to completion and used the rapid ADDIE model to redesign this asynchronous eLearning course. This project highlights my ability to collaborate cross-functionally and my instructional design skills using both Articulate Storyline and Rise.
My assessment of the original course design they wanted to change.
Assess
Assess the learning needs with subject-matter experts (SMEs) and stakeholders
I analyzed the original course design, and gave my initial feedback and key takeaways. Then I provided new learning goals and an outline for the course redesign.
Iterative Design & Development
Use course design templates and visual mapping tools to collaborate with SMEs
I created and shared the Articulate Rise eLearning Design Template with the two SMEs, one Sr. Director of Customer Experience and one Customer Experience Manager. I outlined new learning objectives and potential solutions then we collaborated on the design and flow of the new eLearning at a high level. Then the SMEs were tasked to essentially rewrite the entire training under the new guidelines on the template.
After finalizing the copy for the Rise eLearning design, we transitioned to the Articulate Storyline Storyboard Template which included the scenario-based learning objective: Identify how an employee who obtains a customer-first mindset impacts the customer experience journey.
I used Mindmeister to wireframe each scenario before adding it to the storyboard template. Then I worked on the development of the learning design in Storyline while continuing to storyboard in written form. This gave me multiple view points into the overall learning design to best meet the objective. Our team repeated the process of having monthly and eventually weekly meetings to hash out the final scenario-based learning sequence.
The final segment to design and develop was the demonstration and interactive simulation for awarding a customer first-badge. I used a strategy I learned in my ATD Storyline Certification course, that allowed me to record the software process for awarding a badge in video form, then Storyline autogenerated the video into clickable steps for the user to practice the process on their own in a risk-free environment. Finally, I was ready to build the course in Rise and then attach the two Storyline segments to the Rise file.
Wireframe of the scenario-based learning design using Mindmeister
Feedback and user testing
Evaluate the overall elearning with a critical eye
After testing and providing feedback amongst ourselves, eventually we turned the project over to other internal team members for additional feedback. I continued to revise and edit the combination of Rise and Storyline files until finally we were ready for launch and publishing.
Implement into the LMS
Publish the course in the Learning Management System
I downloaded the Final file into a SCORM file and attached it to our Learning Management System.
Final CX Training published on the LMS