Embedded Files
Customer Experience Training
Overview
Overview
The primary objective of this project is to explore instructional design tools, software, and platforms to expand my skill set and contribute to my professional growth. By engaging with these tools, I intend to deepen my understanding of their capabilities and leverage these skills effectively in future projects.
Audience: Customer service agents at TechLink (a fictitious client for the sake of this project)
Responsibilities: Instructional design, eLearning Development, Storyboarding, Action Mapping
Tools: Articulate Storyline, Adobe XD, Adobe Illustrator, MindMeister, ChatGTP
Problem
The data analysis showed 62% of customers who reported negative experiences was specifically related to the agents' inability to resolve tough situations due to lack of interpersonal skills.
Solution
Improving agents' interpersonal skills through a Customer Experience Training will positively impact customer satisfaction, resolution times, and customer retention.
Course Preview
TechLink noticed that their customer service agents were experiencing an increase in negative customer experiences due to lack of interpersonal skills from the customer service agents. The negative experiences stemmed from the agents not being able to resolve tough situations due to lack of interpersonal skills. This led to costly consequences, including poor customer experiences, extended resolution times, and lost customer faith.
I collected data through customer satisfaction surveys, interviews, and performance evaluations, to understand the extent and nature of the problem. The data analysis showed 62% of customers who reported negative experiences was specifically related to the agents' inability to resolve tough situations due to lack of interpersonal skills. The skills that were lacking and reoccurring was conflict resolution, effective communication, active listening, and empathy.
I proposed a scenario-based eLearning experience where the customer service agents could practice handling a variety of customers with different needs and attitudes. Improving agents' interpersonal skills through a Customer Experience Training will positively impact customer satisfaction, resolution times, and customer retention.
Text-Based Storyboard
I am working on a text-based storyboard that incorporates key actions into a cohesive narrative.
I framed the scenario as a customer service agent's day on the job. I plan to include scenarios that can occur on the job as a phone customer service agent. I am using ChatGTP to develop customer scenarios for the learners to respond to during the eLearning experience.
Visual Mockups
I am designing my eLearning scenario in Adobe XD. I am using Adobe Illustrator for other design purposes before transferring to Articulate Storyline.
Lotus Blossom Refresher Course
Lotus Blossom Hospice & Palliative Care is a company who provides end of life care for hospice and palliative patients. Lotus Blossom employs 20 Certified Nursing Assistants (CNAs) to provide in-home patient care. Lotus Blossom’s mission is to offer quality services and comfort care that exceeds family and patient expectations. To increase the improved quality of care offered by CNAs at Lotus Blossom Hospice and Palliative Care, CNAs will complete the Lotus Blossom Refresher Course.
Audience
Audience
The target audience includes Lotus Blossom CNAs located across ten different counties in Georgia. (e.g., Bartow, Carroll, Cherokee, Cobb, Dekalb, Douglas, Forsyth, Fulton, Gwinnett, and Paulding.
Project Overview
Project Overview
This project was designed to provide a refresher course to Lotus Blossom CNAs to help their CNAs improve the quality care they are providing. Lotus Blossom Hospice will offer CNAs one 30 minute refresher eLearning refresher course. The refresher course was designed using Articulate Rise and organized into three ten minute self-paced modules.
Technology
Technology
Articulate Rise
Adobe XD
Mindmeister
Animaker
Microsoft PowerPoint
Evaluation
Evaluation
Improved quality patient care will increase 20% by August 1st as CNAs complete Lotus Blossom Refresher Course.
To measure the course's effectiveness, follow-up surveys were created and distributed after all CNAs completed the course. The survey measured patient satisfaction after working with their CNA. The survey was distributed electronically to patients and/or families by Survey Monkey with an alternative option being able to complete the survey by phone.
Canva Collaboration Training
The Canvas Collaboration Training was created for an in-pereson 45 minute training session. The purpose of the training was to teach learners about the technology platform Canva and its features. The training included collaborative gameplay opportunities for learners to leverage technology throughout the training while maintaining engagement.
Reflective Structured Dialogue
The client wanted to revise the curriculum for their facilitator training course that is taught
in Reflective Structured Dialogue (RSD). The client wanted the revised curicculum to include universal stories and anecdotes that could be applied to various cultural settings to enhance the effectiveness of the curicculum.
RSD Final Copy.pdfPage updated
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