Training Needs Assessment: Planning Document
A planning document utilized to start the instructional design planning
process with a potential client.
Training Needs Assessment: The planning document above details the proposed subject matter and where the information will be sourced from (the subject matter expert). It gives a detailed study of both the current state of Purrfectionary and the problems that have led to the need for more developed training, as well as an ideal state. The audience for this document would be the decision makers for Purrfectionary, those executive managers that would make the final decision on whether or not to proceed with the proposed subject matter into the next stage of the process.
Data Visualization: Infographic
An infographic designed to be posted in the individual retail stores
Design Process: Wireframe sketches were used to develop the layout and sketch out how to visualize the data
Final Infographic: The final infographic design was based on wireframe #8, and went through several rounds of feedback before being finalized.
Infographic: This piece used data visualization techniques to offer a pictograph of the statistics behind why customer service is an essential element of retail success. This infographic was designed to be posted in the back room of each individual retail location as a complement to the associate eLearning module developed. Several wireframe sketches were used in development before landing on a final design, one that is both eye-catching and organized. The graphics chosen were developed to increase the association between the information being presented and the brand itself, highlighting the data without overwhelming it. The icons and statistics are found within the module as well, reinforcing the information and creating stronger visual recall.
Project Brief: Training Plan & Timeline
A planning document that outlined the objectives, training activities, an implementation timeline, and measurement and assessment actives.
Project Design Brief: This second stage planning document is used to outline the training objectives, create a list of training activities, develop a timeline for development and implementation, and construct assessments and measurement tools to measure return on investment and success. The outcome and assessments developed were based on the information provided in the scenario, the inability of associates to greet new customers in a timely manner. This document will be used by the decision makers at Purrfectionary to determine whether or not to move forward with the proposed training plan. The full package includes sample content such as an infographic and a prototype of the online learning module.
eLearning Module: Associate Training
An interactive eLearning module developed with Adobe XD to lead associates through the foundations of customer service.
Design Process: The screenshots below showcase the layers of information presented within each of the four training modules. The wired prototype demonstrates the dedication to making the site as navigable and user-friendly as possible.
Finished Prototype Module: The below eLearning module is fully navigable and shows the steps that an associate will go through as they work to complete the training.
eLearning Module: This interactive learning platform guides the user through the four customer service foundations developed for Purrfectionary. There are interactive hotspots with pop-up information, video tutorials, examples, and short quizzes. The most important part of the development process was in finding ways to continually engage the user, rather than simply presenting information.The training culminates with an interactive game simulating a real-world customer service scenario. A leaderboard shows top performing stores and associates within the simulation to encourage healthy competition amongst the stores and for every associate to work to hone their customer service skills. The use of a simulation was chosen based on the benefits of using gamification and interactions in online learning. The target audience for this module are the full and part-time retail associates of Purrfectionary's 200 retail locations.
Training Plan Presentation
A video presentation walkthrough of the project design brief and training prototypes.
Video Presentation: This final presentation was developed to give to the Purrfectionary executives as a guided walkthrough of the project design brief and prototyped training materials. The video covers the essential objectives and lays out the comprehensive training plan to get the company back on track. It includes a brief walkthrough of the eLearning module as well as a look at return on investment.
