Project Description

Please Note: I’ve blurred some text in the project screenshots to maintain the confidentiality of proprietary information.

Background

I worked as an instructional design (ID) consultant for an international team developing global E-Learning and instructor-led materials for new call center agents. The team I supported possessed exceptional creativity and advanced Storyline 360 skills, but had limited knowledge and experience with adult education principles and ID models, processes, and best practices. 

Challenge

Most of the team's E-Learning courses were well organized, but they relied heavily on passive learning methods, often resulting in:

• Misaligned learning objectives, content, and assessments,

• "Info dumps," and superficial interactions,

• Overemphasis on “nice-to-know” content instead of job-relevant ("need-to-know") material.

Solution

I took a multiprong approach to support the team’s transition from content creators to instructional designers, including:

• Ongoing coaching & feedback: 

I provided 1:1 project-based guidance throughout the instructional design process, including brainstorming and planning support, meetings with stakeholders & SMES, and comprehensive reviews of storyboards, prototypes, and final products. 

• Workshops: 

I delivered workshops on ID basics, such as writing effective learning outcomes, establishing instructional alignment, and applying Mayer’s multimedia principles to E-Learning design.

• Resources: 

Because the team lacked a solid ID foundation, one of my goal's was to establish a repository of easy-to-access ID resources. For example, I:

1. built a library of key ID books and CX training resources,

2. created company process job aids and,

3. developed just-in-time resources.

Results

The instructional quality of the team's work improved as they increasingly applied what they'd learned to their projects. They needed me less and less as their comfort and confidence with ID strategies and principles grew with practice. The team evolved as instructional designers and our learners benefited from better designed and more effective learning experiences. 

Resource Screenshots

The example below is a series of screenshots from a resource I developed to build the team's ID and company branding skills for E-Learning projects. Hover over the first screenshot and use the arrows that appear to navigate the slideshow.