Can you Increase Your Customer Satisfaction
Scenario-Based eLearning Training
Scenario-Based eLearning Training
This is a scenario-based eLearning concept project designed to help sales representatives increasing customers satisfaction. Sales representatives make choices that build positive customer relationships, ultimately improving customer retention and increasing business revenue.
New sales rep, need to develop his sales skill and follow proven sales strategies to make him better at selling.
Audience: Sales Representatives
Responsibilities: Instructional Design, eLearning Development, Visual Design, Storyboard, and Mockups
Tools Used: Articulate Storyline, Adobe XD, Adobe Illustrator, Mindmeistere
Overview
The client is Saudi company (Noon Trading Company) that provides charging technology to a variety of industries. This project addresses performance issues exhibited by new sales representatives.
The client was concerned because new sales representatives were not following departmental protocol and customer service policy (Noon 4 stars Policy) when interacting with their customers. Sales representatives weren’t executing important steps in the service process over the path of their 25 customer visits per day. This resulted in low level of customer satisfaction, decrease in customer retention and lost revenue for the business.
After analyzing the company’s customer service policy document (Noon 4 stars Policy) and speaking to a member of the management team, I determined that the source of the sales representatives’ performance issues was a lack of skill and knowledge. For this reason, I proposed a scenario-based eLearning training.
Process
I designed this Scenario Based eLearning training. by applying a combination of my own experience and discussions with SMEs in the Company, I created an action map, wrote a text-based storyboard, designed visual mockups, developed an interactive prototype, and, finally, developed the final product
Action Mapss
After speaking to a member of the management team, the need for this training became very clear. Using the combination of my own experience, discussion with those SMEs, and input from another SME (retired principal), I was able to identify the actions that sales representatives needed to perform in order to handle these conversations successfully. I compiled this information in an action map, and then I worked with the SMEs to identify the 5 most vital actions for us to address.
Text-based Storyboard
Using my action map as the groundwork, I then created a text-based storyboard for this project, referencing my conversations with SMEs to create a very realistic scenario.
The text-based storyboard includes a breakdown of the scenario by question, including answer choices, prompt text, character texts, and consequences. If the learner gets stuck, they are able to seek help from the mentor character, Fahed, before making a choice. Positive and negative consequences help the learner to understand the “why?” behind their error and steer them onto the right path, as well.
Visual Mock-ups
Before creating a visual storyboard and prototype, I designed and iterated on the slide layouts in Adobe XD. This included choosing the art style, curating vectors, and editing those vectors in Adobe Illustrator to ensure they fit the feel of the project.
Starting with the wireframes and ending with the final versions, I was able to easily test color palettes, layouts, and get approval for changes before moving on to developing in Storyline. Adobe XD was a fantastic tool for designing the visuals and making quick edits along the way. This helped streamline my creative process and allowed me to develop several iterations quickly, leading up to the final approval
Visual Storyboard
Once the visual mockups were completed and approved by the client, I created a visual storyboard that not only included the design of the slides, but also the appropriate triggers, actions, and other programming notes that would be needed to make the scenario come to life.
By compiling the programming features, visuals, and text into one document, it helped to streamline the development process and serve as a reference during the following phases.
Interactive Prototype
The next step was to develop an interactive prototype with Articulate Storyline 360. This prototype only consisted of the first two questions, based on the templates that were created and approved in Adobe XD. I incorporated many Storyline features such as states, triggers, and layers. As the content was already approved and ready to go, the main feedback needed was on visuals and programming. As the assets were already prepared in Adobe XD, I was able to spend the majority of my energy on creating intuitive interactions and learner-friendly designs.
Full Development
After receiving approval for the prototype, I proceeded to finish developing the full product. Having already programmed the first two questions with the appropriate states, triggers, and layers, it took no time at all to turn around the final project. Having the prototype approved and completed beforehand helped to streamline this process and make it extremely efficient.
Results & Takeaways
The final product has been delivered to the learners, who provided feedback verbally. They spent fifteen minutes on average completing this demo course.
The product was well-received by the client and the larger instructional design community. The main feedback was that the project was clean, professional, and user-friendly. Users enjoyed the color choices and consistent use of character styles throughout the experience as well.
I hope to use my instructional design skills and eLearning development skillsets to work on my future projects that can help people learn in meaningful ways.