e-Learning

Audience & Business Problem

HouseNew Products, a fictional manufacturer of household and personal goods, needs to increase production output by 10% to meet growing demand, but long equipment repair times are keeping them from hitting daily targets. Their equipment technicians are experienced at performing repairs but unfamiliar with visual cues and other methods that standardize the repair process.

Solution

Equipment technicians complete this e-Learning module that provides practice  using color-coded tags to label and prioritize equipment that needs repair. They also simulate habits that enable consistent and efficient repair, including following a checklist and keeping an organized workspace. Following these guidelines will allow technicians to process repairs more quickly and ensure that high-impact repairs are prioritized appropriately.

Highlights

This course includes an overall story with two avatars who guide the learner through multiple scenarios, custom drag-and-drop knowledge checks, and text-to-speech audio narration.

Process

I started by analyzing the business problem to determine what was causing the long repair times. I avoided overly technical solutions or content since the learners were already well-trained in diagnosing and performing the equipment repairs, and focused instead on content that would help the learners simplify and streamline the repair process. I collaborated with the SME to ensure that these plans were appropriately outlined in the design document. Once we agreed on the overall approach for the training, I developed the storyboard to ensure alignment with the SME on the details of the course content and flow. I created a detailed visual of the equipment tag in Canva and developed the full course in Storyline. I worked with the SME on changes and adjustments and then delivered the final course (including SCORM package) for publishing. Kirkpatrick Level 2 course evaluation included in-module knowledge checks and a quiz to measure understanding and retention of the material. For Level 3 evaluation, I recommended interviews with managers, technicians, and operators at three weeks post-completion as well as data analysis of group performance at six weeks post-completion.

Tools

Articulate Storyline, Canva

Process Deliverables:

Design Document

Storyboard

Audience & Business Problem

1Stop Mart hires seasonal employees to support the higher volume of online orders during the holiday season. These new seasonal employees often don't know what to do if they can't find an item while fulfilling an order, so they frequently spend too much time looking around for it. This results in long order fulfillment times, rushed shipping, and ultimately an increased risk of customer dissatisfaction if the order ships late during the holidays.

Solution

All new seasonal employees complete this short e-Learning module that breaks down where to look, what steps to take, and who to contact when they are looking for an item. This will enable them to make the correct decisions quickly and hit their target order fulfillment times.

Highlights

This course builds engagement by incorporating different interactions including accordion, tabs, process, flashcards, and labeled graphics. It also includes knowledge checks in the form of a matching exercise, multiple response questions, and a sorting activity.

Process

After interviewing and observing some employees and supervisors, I came up with a proposed list of what gaps could be covered to enable the employees to take the right actions to successfully complete an on-time order fulfillment. I reviewed this list with the SME and then mapped a draft of the content to the actions required. I created a store layout in Canva and assembled a draft in Articulate Rise for the SME to review, made a few requested changes, and published the course for easy completion in a web browser.

Tools

Articulate Rise, Canva