E-LEARNING SAMPLES
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Click on the images or titles of the samples below to view them.
Audience
The target audience is retail store cashiers and supervisors, including seasoned employees and new employees who completed onboarding within the last 90 days. This module will then be incorporated into new hire orientation for the same positions.
Business Problem
An accounting audit revealed that nearly half of all refunds for returns were ineligible and cost the company approximately $8 million. Consulting research indicated that this occurs because employees don’t clearly understand all of the criteria for refunding a return.
Solution
This e-Learning module teaches employees to identify and handle returns appropriately. An audit in the next fiscal quarter is projected to reflect an 85% decrease in losses related to ineligible return refunds.
Tools
Articulate Storyline 360, PowerPoint, Canva
Process
The ADDIE instructional design model was applied.
A needs analysis was performed to compare refund process stated in the company policy to the process in practice.
Then a gap analysis revealed missing competencies to define learning objectives.
Content was chunked and aligned, and designed with elements that minimize cognitive load and promote engagement and retention.
The solution was refined during multiple rounds of feedback with the subject matter experts and the Kirkpatrick Model of Evaluation was applied to measure understanding and real-world application affecting the impact on organizational goals.
Highlights
The visual elements and interactions used in this training include animated scenarios with timed audio, motion paths, and zoom features plus a variety of activities and branching to engage learners.
Interactive simulations, branching, and relevant, task-oriented activities connect learners' prior knowledge to new skills they can apply immediately.
Audience
This training was designed for adult volunteers who answer the agency's incoming phone calls.
Business Problem
A community service non-profit suffered from low customer satisfaction related to call servicing due to ineffective call management. Phone volunteers were not proactively identifying callers' needs or routing calls to the right contacts.
Solution
The purpose of this eLearning module is to guide volunteers through a call script to identify callers' needs, advise and route them to the best contact, and correctly perform the call transfer so as to improve annual call servicing customer satisfaction scores by 20%.
Tools
Articulate Rise 360, Canva
Process
This training was created primarily using the ADDIE instructional design model, with some Agile (SAM) components during development.
Once subject matter experts were identified and existing materials were gathered, a needs analysis was performed.
Next, volunteers were observed and interviewed to identify knowledge and skill gaps.
Content was aligned to address the three main objectives and designed to be implemented as one sequential course.
Individual segments of the course can be used as a reinforcement tool.
Training was developed concurrently through a series of reviews and edits with subject matter experts.
As the training is for volunteers, assessment was limited to Kirkpatrick's Model of Evaluation Levels 1 and 2.
Highlights
The visual design elements of contrast, repetition, alignment and proximity were carefully selected to help learners focus and improve recall.
The variety of visual elements and interactions include accordion, tabs, labeled graphics, flash cards, matching and knowledge check questions.
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