Description of Project

This was a total overhaul of a training curriculum for customer service agents at a leading personal care and fragrance company, focusing on both tenured agents and new hires. The client’s existing training program was primarily facilitator-led and designed to share information with lecture-based slides with minimal activities and no assessments. As part of the instructional design team, we redesigned the entire curriculum with interactive modules that included simulations, games, and proficiency assessments. 

  • Audience: Tenured and new hire customer service agents 
  • Responsibilities: Instructional Design, eLearning Development
  • Tools Used: Articulate Rise, Canva, Genially 

Problem and Solution

The client had two problems. They needed to enhance their existing training program to include more interactions and a way to assess the learners. The second problem was they needed to convert their customer service agent to a new “universal agent” that could handle both voice and chat interactions. The solution includes a complete training curriculum redesign which included:

  • Competency-based training in different verticals including soft skills, voice/written communications, product, and technical processes and procedures. 
  • Micro-credentialing 
  • Gamification in both self-paced and instructor-led modules 

Process

My responsibility in the project was to create a design doc for each module I was assigned to. I then passed this design doc to the storyboard phase. From there, the storyboard went to the development team to create assets in Storyline, Rise, Canva, and/or Genially. I also helped to support some of the development work in Rise, Canva, and Genially.

Assets

Interactive Knowledge Checks

The learning objectives are reinforced through the use of interactive knowledge checks that provide immediate feedback to learners. This was built using Canva for graphics and Genially for the interactiity.

Engaging Content Delivery

The client’s existing content was delivered in lecture-based slides and didn’t include interactions or learner engagement. The content was redesigned into tools such as Storyline to create an engaging learner experience.