Navigation Resident Interactions

Scenario-Based E-learning for Resident Services Transition

In this course, I spearheaded the development of an immersive e-learning module aimed at empowering onsite associates to navigate resident interactions seamlessly amid the transition of administrative tasks to the centralized Resident Services team.

To view the entire scenario click this link: https://360.articulate.com/review/content/b82b65e2-4795-4e15-ac5c-be291bced578/review 

Objective:

Addressing the common challenge of associates responding with "we don't do that anymore," the module focuses on four key scenarios: notices to vacate, rentable items, move-out inspections, and onsite transfers.

Approach:

Working closely with subject matter experts (SMEs) and stakeholders, I conducted comprehensive needs assessments to understand the intricacies of the training requirements and the nuances of the content. This collaboration laid the foundation for crafting targeted scenarios that mirror real-world situations associates are likely to encounter.

Development:

I took a systematic approach to course creation, starting with detailed outlines, scripts, and storyboards. Leveraging Articulate Storyline, I brought the scenarios to life, incorporating drag-and-drop interactives to simulate decision-making and engagement. The design aimed at fostering a practical understanding of the new processes.

Iterative Refinement:

To ensure the efficacy of the training, I coordinated review sessions with stakeholders and conducted feedback sessions. This iterative process allowed for necessary adjustments and improvements, ensuring the final product was finely tuned to meet the specific needs of the associates.

Outcome:

The completed e-learning module stands as a comprehensive solution to the challenge, offering a dynamic learning experience for associates. By simulating real-world scenarios, the training equips them with the skills and knowledge needed to respond effectively to resident queries related to the transitioned processes.

Role and Contributions:

As the instructional designer, I played a pivotal role in the end-to-end development process – from initial needs assessment to course publication. My responsibilities included collaborating with SMEs, crafting instructional materials, designing interactive scenarios, and facilitating review sessions.

This portfolio piece showcases not only my instructional design expertise but also my ability to collaborate with stakeholders, adapt to evolving requirements, and deliver a tailored training solution that addresses specific challenges within the organization.