Responsibilities: LXD, Instructional Design, eLearning development Target Audience: employees who might be dealing with the customers directly as well as those that need to have an awareness of the tools and processes Tools Used: Articulate Storyline 360, Canva, Power Point, Figma, Adobe Illustrator, Audacity, voiceover Year: 2023
Project description
WHAT? "Making extraordinary connections" is an Articulate Storyline 360 project about customer service, tone of voice, communication consistency focused on CX.
The project goal is to teach employees how to communicate confidently, authentically and clearly in 3 the main areas:
Speaking with customers;
Writing great emails;
Dealing with challenging customers.
This Storyline project includes: chat interactions with personal feedback, improving email's tone of voice task, giving advices on improving the conversation with customers interactivity, videos with voiceovers, sound effects and so on.
WHY? To teach employees to communicate with customers is very popular and necessary task. But in each company this process is different.
In project for Colt company I was interested in reflecting the corporate culture as much as possible in the training course.
HOW?
To make this project I have done:
Needs analysis to understand employees' problems and match them with appropriate training to solve them;
Script;
Storyboard (Visual Mockups);
Creating media content (voiceover, videos, images, sound effects, etc.)
Developed prototype in Articulate Storyline 360;
Got feedback from stakeholders;
Developed the whole project in Storyline
You can look at the developmental process description below, but final project is NDA protected.
Needs analysis / Research
After verifying that additional training could contribute to improved interaction with customers, I gathered information on employees' problems and how they can be solved.
Also, I discussed about consistent communication benefits for employees and business. It helps to convince why this training is important.
Script
Based on the research, I started to work on the script with activities descriptions.
Visual Mockups
Based on the script, I developed visual mockups.
For visual mockups I used several tools: Adobe Illustrator, Figma, Canva, Google Presentation.
Interactive Prototype
Based on a script and Visual Mockups, I developed a low-precision prototype inside Articulate Storyline 360.
During building mockups I have used Figma, Canva, Adobe Illustrator, Audacity, Power Point, voiceover
To receive valuable feedback from steakholders, I used Articulate Review 360. Feedback let me test the UX/UI, Instructional design and the whole course concept.
Full Development
With the prototype and steakholders' feedback, I fully developed the course. During development, I used triggers, conditions, slide layers, object states, and custom elements, audio and video editors in Storyline 360.
I made 3 parts: 1. Speaking with customers Chat interaction when learner see the client's request and need to choose the most appropriate answer. Then he/she gets feedback according to chosen answer.
2. Writing great emails Learner sees the email with customer request.Then bot assistant shows where the employee can get the answer in a company's system and the first draft of the answer email. And interaction begins when the learner should revise each 2 - 3 sentences and answer should they be improved or not. Then the learner sees the correct answer and the feedback.
3. Dealing with challenging customers Learner should listen part of the real conversation between employee and client. Then he/she should choose options that answer the question "What do you think could be improved in this part of the call?" And, of course learner sees the right answers and the feedback.
Unfortunately, I can't share the course because it is protected by NDA. But I hope my description here was enough to understand the course concept.
