Description of Project

This initiative marked a transformative redesign of the client’s onboarding training program, aiming to align it more closely with their brand identity. The previous training lacked distinctive branding and relied heavily on generic assets, with a considerable portion necessitating direct trainer facilitation. The client’s objectives were to infuse modern and fresh visuals, elevate the trainer’s role by transitioning from lecture-based to experiential learning, and introduce a suite of soft skills courses, encompassing topics like Customer Empathy, Building Rapport, Active Listening, and more.

  • Audience:  New hire customer service agents 
  • Responsibilities: Analysis, Discovery, Instructional Design, QA Development Assets
  • Tools Used: Articulate Rise, Canva, Storyline 

Problem and Solution

The client’s existing training program faced multiple challenges, including a lack of focus on key performance indicators (KPIs). The content was generic and didn’t reflect the client’s brand or industry. Trainers were heavily involved in facilitation, limiting opportunities for coaching and validation. Most of the content was lecture-based leaving little time for engagement or learning exploration. The solutions that were delivered with the redesign included: 

  • Modern and branded graphics and assets 
  • Enhanced trainer involvement to go from “information sharer” to coach, leaving room to facilitate feedback, clarify doubts in group activities, and conduct exercises
  • Lecture-based modules were replaced with self-paced modules, hands-on experiential activities, call listening, simulations, QA conversations and real-world scenarios. 
  • KPIs were baked into the overall curriculum, giving time for learners to listen to calls, evaluate them using a rubric, and engage in discussions about their impact on KPIs, day-to-day business, and the customers’ needs
  • The training length was reduced while increasing learner retention and lessening the cognitive load. 
  • The new content is flexible and agile without relying heavily on the trainer’s personal experience and tenure. 

Process

I was responsible for all phases of the instructional design process for my courses. I was involved from the discovery phase to the final client handoff. The discovery phase included discovery workshops with the client, SME demos, and reviewing the client’s curriculum and knowledge base resources.  The design phase was split into 2 phases: the design document and the storyboard.

The design doc includes the learning outcomes, the course structure, timing, and the delivery modalities.

Once approved by the client, the storyboard was created and went through two rounds of revisions before becoming finalized for development. In this phase, all of the content for the course is written out in text form including development instructions.

While the course was sent to the development team, I was responsible for the institutional design, vision, and final approval of all assets and the overall course design. The course went through three rounds of development, including an alpha, beta, and gold phase. After the gold delivery, the final content was handed over to the client.

Assets

The final assets included:

  1. Self-paced course built in Articulate Rise using Storyline elements
  2. PowerPoint deck for the facilitator-led workshop portion of the course
  3. Facilitator Guide

Here is a snippet of some of the course assets.

Welcome Video

The welcome video’s purpose is to introduce learners to the course and expectations and explain the course objectives.

Demonstrating Empathy

I wrote the script for this asset, which developers built in Storyline. The learner selects each speech bubble to read and hear examples of the seven empathy techniques.

Review Activity

This is the final review activity before learners are required to complete the final assessment.