Day of Job

Overview

As part of the merger of three Legacy companies, the Day of Job area of Field Operations needed three desktop-based learning experience and 200 questions towards an assessment.  The deliverable needed to be self-paced and act as required career progression essentials.  The need was to consolidate and rebrand as one large company and less focus on what may be legacy company concentration. 


Challenge

I needed to come up with three learning experiences that ran a total of 15 minutes.  I was provided some PDFs and Word Docs of what currently was used as a guide for the course, but no official training had been developed.  Understanding how a Representative, level 2 was responsible for understanding both Commercial and Residential customers was an important piece.  When it came to commercial customers, the different technicalities of business phone line requests were essential to supporting this organization. 


Approach

Coming up with requirements of three separate courses wasn’t easy for this organization.  I knew that the focus needed to be on Phones, Legacy Charter Modems, and Legacy TWC Modems.  Becoming one consolidated company, I leaned towards course titles of Phones, Scripting of Modems Part 1, and Scripting of Modems Part 2.  Each course had their subsets that needed to be covered.  I chose to use gamification as an aspect of this learning and allow the learner to choose their own path by adding bridging.  A forward/back movement of learning is too antiquated and commonly is referred to as a “click through powerpoint”. 

As the learning was going to accommodate a quick glance by management, coming up with personas was important.  Management would use the tool for basic metrics and look at which areas of their region might need additional help.  From a management point of view, seeing the metrics is important to maintain business functionality and customer requests. 

As I saw the need to simulate the learning, I decided to revamp and come up with an intuitive experience.  For each focus, I organized the tools into relating categories.  Through this heuristic approach, I simplified the screen to allow the learner to quickly move through the experience.  Instead of instruction text being instantly viewed on the screen, the learner would need to select and icon.  If the learner was still unable to understand what they needed to do in order to advance, I had the ability of a help icon that highlighted where the learner needed to exactly click or text to enter. 

Course Breakdown:

  • Phones:
    • Port Forwarding
    • Call Forwarding
  • Scripting of Modems | Part 1
    • Telnet
    • Static IP
    • Hunt Groups
  • Scripting of Modems | Part 2
    • KiTTY
    • IPControl
    • Voice Management Portal

Solution

Development of this course was quite intensive, but building the prototype and getting the heavy lifting done on the front side of the project was beneficial.  Once all of the screenshots were completed, I was able to place everything inside Adobe Captivate.  I used click boxes to force the learner to click on the necessary area to advance.  Additionally, I used text input boxes that required strict user input in order to advance.  When it came time to do the quiz, I used similar strategies, but instead I required Captivate to report the click to include in the overall Quiz score. 

Through the use of Advanced Actions inside of Adobe Captivate, there were times where I needed to script using basic visibility variables.  Show the Info Box while hiding the Help Group.  Also, I thought that it was important to call out the info box better by changing the state of the screen capture and turning the alpha down about 50%. 

Using the tools inside of Captivate allowed me to track slide completion and give an overall count requirement before allowing the learner to take the quiz.  Setting up this advance action required a conditional tab to where if the value equals a number of 2, the visibility of the Quiz button turns on, along with an additional info button that informs learners how to navigate through the slides again. 


Outcome

The achievement of these three learning experiences allowed for less time to be spent inside of a traditional classroom.  These courses also allowed for level 1 representatives to take self-paced learning in order to advance their own careers.  The creation of a formal learning experience, through the consolidation of printed documents, provided the necessary overview of tools and scenarios. 

While I was involved in weekly meetings for this project for about 2 months, development of the eLearn was about half of one agile sprint.  The timeline was moved up by one week and our agreement met out original agreement with the Stakeholder.  In final, the product released late and my eLearn was still released 2 weeks prior to any product release to the field.