Super Matteo eLearning course
This is a gamified interactive eLearning course that helps sales associates provide quality customer service and increase sales. Throughout the course, the learners are presented with common customer questions, ultimately learning what actions lead to sales and positive customer experiences.
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Audience: In-Store Sales Associates at ABC Cellular
Responsibilities: Instructional Design, Storyboarding, Visual Design, Audio & Narration, eLearning Development
Tools Used: Articulate Storyline, Adobe Photoshop, Audacity
The Problem
ABC Cellular is a phone service provider with stores throughout the U.S. Sales associates were consistently providing incorrect information leading to negative customer experiences and loss of sales.
The Solution
The problem was performance related due to a lack of knowledge and skills because sales associates were misinformed of the brand features & benefits. This gamified learning experience where the learner can practice giving appropriate responses to common customer questions equipped them with the ability to provide great service and increase sales.
The Process
In order to plan and create an effective learning experience this extensive, the ADDIE Model was used as a framework. Before reaching full development, the process included action mapping, storyboarding, designing visual mockups, and building out an interactive prototype. After developing the full project, user feedback was collected and evaluated for continuous improvement.
Storyboard
Visual mapping has been used for millennia. Seeing a storyboard allows you to get a picture of what the final product will look like and allows for collaboration with the direction of the project and throughout the design process.
Visual Mockups
In the early stages of the project, the look and feel of the learning experience is established. Visual mockups allow for the color pallet, character design, screen backgrounds, and typography to be shared and edited before prototype production.
Interactive Prototype
Once the project is analyzed and designed, the first prototype is developed with layers and triggers to run as a fully functioning course. During this development, editing and further design of audio, narration, and course functionality is also completed.
Full Development
Once the prototype is approved, the final project is developed with the highest quality visuals and audio. The course can also be set up to provide data to a Learning Management System. A survey is included to collect learner experience feedback for continuous course evaluation and improvement.
Results & Takeaways
When an eLearning course is this substantial, it is important to process through the ADDIE Model and keep the end user in mind every step of the way. This course was well received by the learners due to the gamified design, information delivery method, and real world scenarios that left them equipped for success.
