Project: Software Training Simulator

TECHNICAL
TRAINING
SIMULATOR

A safe, interactive, task-specific systems training environment. This eLearning resource helped new employees practice complex processes without using live customer accounts, resulting in an elevated new-hire training experience, improved time-to-productivity, and happier trainers.

WHAT IT LOOKS LIKE

Below are screenshots of the project along with a description for each image.
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Simulator Menu: This modular, skill/task-specific eLearning gives users the ability to practice three types of complex processes. They can first try it "with help."

BACKGROUND

An organization did not have a training environment for certain sections of their system so it was close to impossible for trainees to practice processing credit card transactions, refunds, and statement transactions.

I used Articulate Storyline to create an interactive system simulator that could be used during the organization's new hire training.

MY ROLE

For this project, I played an all-inclusive Instructional Designer role and followed the typical ADDIE and rapid e-learning approaches to quickly meet the organization's deadline. I periodically lead this portion of the new-hire training so I was able to observe the impacts first hand.

MY PROCESS

Research and Diagnosing

I conducted a needs assessment and confirmed that a simulator was exactly what they needed. I met with the organization's Subject Matter Experts (SMEs) who provided additional information along with system screenshots to help create this project.

I created a streamlined SME collaboration workflow that was:

The output was passed on to the training team and was also embedded into their in-person new hire training. It was kept simple: when the trainers arrive at this point of the curriculum, each employee clicks the link and spends time doing a few rounds of the "no hints" interaction, followed by a short group discussion, then when employees are ready, attempt the "no hints" version.

Impact Before My Very Eyes

In collaboration with the trainers and from my personal observations, we found that this eLearning resource was very effectice

Employee asked fewer "basic" questions but instead, more "smarter" questions
Post-training queries significantly reduced
Employees' readiness to execute this task increased
Decrease in call escalations related to this task (actual #'s not shared)
"Production" increased as these employees were able to help with these "challenging" tasks sooner (actual #'s not shared)

END RESULT

The organization was very satisfied with the project and even implemented it into their new-employee training curriculum. I met or exceeded their deadlines and expectations. The stakeholders communicated how happy their trainers were to be able to use this online training/simulator during their in-person new hire classes. In addition, surveys the organization conducted showed that employee preparedness and confidence levels increased and the escalation of customer phone calls related to this specific topic reduced (actuals not shared).

Portfolio

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TECHNICAL TRAINING SIMULATOR