PRODUCT KNOWLEDGE UNIVERSITY
Awesome stuff
This is your Gallery section paragraph. Use this opportunity to provide background for your showcase of photos and images. Consider explaining why you’ve included this collection of visual media, and provide any relevant details or descriptions.
 Custom LogosCustomized logos were designed to use throughout the entire suite of e-learning projects. |  Welcome VideoA short introductory video displaying a live person were used in many training modules. Green screen and video editing skills used to complete these tasks. |  Consistency and UniformityBecause a suite of training modules were being created, designing them in a consistent manner (using the organization's colors and fonts) was of high importance. |
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 High Resolution ImagesThe use of crisp, high-resolution images helps minimize distractions and increases learner interest. |  Interactivity to Enhance LearningHere is an example of an interactive slide. The learner can click on the marker icon to learn more about a given topic. |  Knowledge ChecksKnowledge checks (formative assessments) are strategically placed throughout the training to strengthen learning. |
 High Quality AudioThe use of high-quality AI audio for narration greatly enhances the learning experience. Try the demo to listen to AI narration. |  Recorded Assessment ScoresEach training module contains a summative/final assessment to measure the learner's new knowledge. The results of each learner were recorded in the organization's LMS. |  Scenario-based Quiz QuestionsProviding scenario-based questions that closely mimic real-life work situations are the most effective type of assessments. |
 Hands-on Training Opportunities"Try-it interactions" take a training to another level and are extremely effective. After the training shows the learner how to complete a process, they then are provided the opportunity to carry out the step-by-step process. See the demo to try it out! These type of interactions are used to show procedural tasks that after |
BACKGROUND
An organization wanted to enhance customer experience by increasing their call center associates' knowledge of the products and services. This was a multi-year project as it required the continuous partnership with subject matter experts (SMEs), the design and development of multiple certification tracks, and the management of participants and attendance via the learning management system (LMS).
MY ROLE
For this project, I played an all-inclusive Instructional Designer role alongside another learning and development specialist and a training coordinator. Our three-person team took an ADDIE and rapid e-learning approaches during the creation of the modules.
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Analysis: At the start of each new certification track, a needs analysis was conducted to better understand the topics. A meeting with the SMEs was also conducted as part of this process. During the analysis phase, we identified the greatest learning needs, topics, learning objectives, and it was all recorded using a mind-mapping tool. Finally, no comprehensive storyboarding was used during this project.
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Design: Because the project was of large scale, we maintained consistency by keeping to the organization's theme colors. In addition, most training modules followed a similar look and feel although many of the interactive sections were kept fresh.
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Develop: Once the main topics and sub-topics were recorded on the mind-mapping tool, we proceeded to create the online training modules using popular authoring and video design/editing tools (Articulate 360 Products, PowerPoint, Apple iMovie, Kinemaster Pro, Adobe Premiere Pro, AI audio, etc.). For each course, once the first draft was created, it was shared with stakeholders for testing and feedback. Changes were made as needed to complete the final version.
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Implementation: Our team added the courses into the organization's LMS to manage enrollments, track attendance, and assessment scores. We then partnered with the organization's Workforce Team to plan the rollout of the training. Certification tracks (each consisting of two training modules) were made available once a quarter of a calendar year. We assigned employees specific time slots to attend these courses. By doing this, we would minimize the impacts of the call center service level.
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Evaluation: Each course included a pre-test that measured the participant's prior knowledge and if passed, the employee could opt-out of taking the actual training course. Each certification track included formative and summative assessments. Summative assessment scores were exported to a customized report our team developed. The report displayed pre and post scores for each learner and it was provided to supervisors to discuss during their call center associates' one-on-one meetings.