Tools: Articulate Rise 360
Audience and Business Problem: This course is developed for adult customer service representatives at Quality Food Market who are on the floor. These learners include cashier team members, grocery team members in charge of stocking, displaying, and assisting all departments and customers, and specialty team members in charge of specialty departments such as wine and cheese. With more consumers turning to plant-based products for health and environmental reasons, it’s crucial that customers can easily locate these items in-store, but employees are not asking enough clarifying questions or following up to ensure customers find what they need, resulting in a 20% decline in business due to customer frustration.
Solution: Once customer service representatives complete the training, they will identify the customer's plant based needs and identify different resources in the market to find products and guide the customer to the correct location in the store.
Highlights: Slider Interaction, Voiceover Script, Avatars, Hotspots, Animation, Drag and Drop Matching Knowledge Check, Click to Reveal interaction, Scenario based Engagement, and Final Assessment
Process: Using the ADDIE/SAM models, a needs analysis was performed to determine the skill gaps of customer service floor employees who weren't able to help the plant-based consumers. A Knowledge Check helps the learner understand dietary definitions. This provides a quick feedback, yet it is ungraded. This ADDIE based learning module implements two main assessments with more feedback.
For a summative assessment, Kirkpatrick’s Level 2 assessment (5 scenario-based questions, unlimited attempts, 80% needed to pass).
For a formative level 3 assessment a supervisor can observe learners on the job three months after training.
There were multiple iterations of development, feedback and revisions of this module to promote engagement and retention for the learner while minimizing cognitive load.
Job Aid #1 is for a managing supervisor to use for level 3 assessment.
Job Aid #2 is for the learner to continue to review procedures for learning objective #1.
Additional Deliverables: Design Document, Storyboard, Job Aid #1, Job #2
Tools: Articulate Rise 360
Audience and Business Problem: This course is developed for adult customer service representatives at a mountain bike park who are not directing customers to the appropriate service member to avoid injury, give personalized service, retain business and generate new business.
Solution: Once customer service representatives complete the training, they will be able to direct customers to one or more bike park services to make the visit safe and enjoyable all while retaining business and generating new business.
Highlights: Drag and Drop Knowledge Check, Click to Reveal, Tab Interactions, Flip Cards and Final Assessment
Process: Using the ADDIE/SAM models, a needs analysis was performed to determine the skill gaps of customer service members starting at the Welcome Kiosk. A Knowledge Check helps the learner understand bike riding skill levels. This provides a quick feedback, yet it is ungraded. This ADDIE based learning module implements two main assessments with more feedback.
For a summative assessment, Kirkpatrick’s Level 2 assessment (5 scenario-based questions, unlimited attempts, 80% needed to pass). For a formative level 3 assessment a supervisor can observe learners on the job three months after training.
There were multiple iterations of development, feedback and revisions of this module to promote engagement and retention for the learner while minimizing cognitive load.
Additional Deliverables: Design Document