Self Directed eLearning
Tools: Articulate Rise, Adobe Illustrator, Canva
Problem
Solution
Aptive Environmental changed its service plans and needed to train its employees on the new ones. There is also a new push company-wide that focuses on soft skills and upselling. While this is not a part of the learning objectives directly, using examples that allow the employee to apply their new knowledge while thinking about this mind shift was important.
To create a course that could be revisited by employees and be created quickly, I determined that an Articulate Rise course would be best suited. Using specific branching scenarios allows the employee to make choices that show their comprehension of the new service plans while using that knowledge to position an upsell.
The Process
Using the ADDIE model, I took time on each step of the process until I felt I created the best learning experience possible for the end users. To plan through this development, I created a spreadsheet, and text-based storyboard before building the final product.
The Challenges
The service plan content needed to be released to many different departments. While the content remained consistent, I wanted to ensure the practical application was specific to the department. The course was created as three different iterations with variations in branching scenarios and assessment questions. This provided more realistic practice for service professionals, sales professionals, and customer service specialists.
This information needed to be disseminated quickly and even though the service plans were finalized when this project began, changes were made to the content many times throughout. These changes caused delays that were out of my control even though I was able to go through and make the changes quickly.
I worked on this project as a contracted employee with limited knowledge of the company. It was important that I take the time to understand the culture, mission, and vision of Aptive before beginning this project. Due to the time constraints, and fast turnaround, I made sure to ask company culture questions during SME interviews and review company onboarding training so this would be an adequate representation of this company.
Development
This content was developed within Articulate Rise fitted with custom graphics that I created through Adobe Illustrator and Canva. I also provide a job aid that sums up the differences between each plan side-by-side .
Implementation
All course iterations were published to Aptive's Workday LMS and sent to employees through their company email as an assigned course.
Results and Takeaways
Because of the capacity in which I worked for Aptive Environmental, I did not have access to the data collected from this course, however, I was able to request feedback from Aptive employees. Here is what they had to say:
While I do love the way this course turned out, there is always room for improvement. I would like to clarify the parts of the course that compare the previous year's plans to the new ones. Because the content includes areas that compare and contrast the new plans, this part could be confusing.