Customer Experience Training: Rise 360

For this project, I used the ADDIE model of instructional design:

Research & Analysis:

• Interviewed internal stakeholders (CEO, Directors, Managers and staff) to determine the company's customer-centric philosophy
• Interviewed business leaders in the hospitality and customer service industries & researched their strategies
• Synthesized findings from interviews & research

Design

• Mapped out the outcomes and learning objectives of this training
• Identified our instructional methodology (blended learning) and delivery options (LMS, in-person workshops)
• Scoped the entire project, identifying the RACI, milestones, tasks, and timeline (two full quarters)

Development

• Designed, built and edited all instructional materials: training decks, scripts, videos and coordinated voice-overs.
• Conducted content revisions and feedback rounds before implementation

Implementation

• Uploaded new content to our LMS, creating course pathways, quizzes, and segmenting users
• Trained 4 facilitators on new training processes, instructional guidelines and tech setup
• Worked with the Data team to ensure internal collection of training data via the LMS's API

Evaluation

• Held first training trial with a group of new hires
• ‍‍Evaluated the trial by surveying new hires and interviewing facilitators & field trainers
• Adjusted instructional based on feedback
• Implemented the program across all markets and set time frame for summative evaluations

This interactive work sample was abbreviated and adapted for this portfolio using Articulate Storyline 360, and HTML5.