Napkin sketches: (left) Introducing the concept of "the customer is at the center of our work." (right) An infographic or animation explaining how every employee's work effects the customer's experience.
Finished screen design: Part of an animated story explaining of the concept of "the customer is at the center of our work."
Napkin Sketches: (left) A timed game to raise awareness about using confusing jargon with customers. Learner's select the best explanation of a banking term using words everyone can understand. (right) After a brief lesson the learner is presented with a situation and chooses the best option to resolve the situation.
Finished screen design: The learner is presented with a situation and chooses the best option in relation to the long term goal of improving the customer experience.
Napkin Sketches: (left) An interactive story where the learner can see a situation from an employee's point of view and the customer's point of view. (right) A series of images shows a scenario evolving negatively in terms of the customer's experience. The learner chooses which strategy for improving the customer experience to apply at each stage, and the story slowly changes to show an exceptional customer experience.
Finished screen design: An interactive story where the learner can see a situation evolve and read what the employee is thinking and what the customer is thinking in relation to a shared experience.
Napkin Sketches: (left) When the learner selects an incorrect answer that get an explanation with a bite-sized teachable moment. When the learner selects the correct answer, they get affirmation and clear restatement about why their selection was correct. (right) The learner receives messages of support and encouragement throughout the lessons.
Finished screen design: A screen where the eLearning host applauds the learner's progress.
USER EXPERIENCE DESIGN,
content strategy & e-Learning
Roles:
Content Strategist, UX Designer, Designer, and Researcher
- Co-facilitated a kick-off meeting with stakeholders to set goals, shape content, describe users, and define visual style.
- Researched key concepts for lessons and defined learning objectives.
- Developed a clear and focused message structure for lessons.
- Outlined the UX for working through lessons.
- Sketched concepts for interactive lessons.
- Conceived first drafts of sample lessons.
- Drafted initial layout of key screens.
- Worked with a team of designers to refine screen design.
- Worked with a team of writers to refine lesson content.
Background:
This eLearning was designed to introduce 10 basic principles of excellent customer service and allow employees to learn how to apply them through active learning. Tailored questions invite the learner to reflect and consider an ordinary situation from a new perspective, the customer’s point of view. This is the first step in the training process and opens the learners’ understanding. It clarifies the learner’s awareness of what they know, and what they don’t know, about strategies for consistently improving the customer experience. When the learner gets an answer wrong, they receive a small teachable moment. Many teachable moments together increase curiosity and create a framework in the learner's understanding that can be built on with an ongoing program of training.
Client:
A Financial Services Corporation