Project Description

Background

The client has a multi-purpose website that serves a wide range of users. Its online technician support site, which provides access to tools, updates, troubleshooting guides and standard procedures, requires a Technician ID to access. Most technicians were unaware this additional ID was needed, so they often encountered problems in the middle of service appointments, leading to frustrations and delays.

Challenge 

When technicians couldn’t access the support site, they submitted complaints to the LMS team, assuming it was a system error. The LMS team initially responded with individual instructions, but as complaints increased, they became overwhelmed and escalated the issue as a training request.

Further analysis revealed that the root cause wasn’t a technical failure but a lack of awareness and knowledge. Technicians didn’t know the Technician ID existed, why it was necessary, or how to request one. The challenge was to create a simple, efficient learning solution that provided just-in-time guidance.

Solution

After conducting a front-end analysis, I created two learning outcomes:

1.    Describe the importance of a Technician ID in completing service tasks.

2.   Follow the correct procedure for requesting a Technician ID.

Since technicians preferred quick, accessible resources, I designed a two-part learning solution:

1.    A Rise 360 microlearning based on the ARCS motivational model, to introduce the concept and procedure and facilitate quick and easy Technician ID requests as part of the module.

2.    A job aid for quick reference anytime a technician needs to request an ID.

I applied the ARCS Model to maximize engagement:

• Attention: The microlearning opened with an animated screen asking, “Has this ever happened to you?”—a relatable scenario to immediately capture interest.

• Relevance: To convey the "What's In It For Me?" (WIIFM) factor, I used storytelling and statistics to highlight the prevalence of the issue. I did this to express empathy and cultivate a sense of camaraderie among the audience.

• Confidence: The course provided clear, step-by-step instructions, reinforced by the job aid for easy access while on the job.

• Satisfaction: I wanted to give technicians the opportunity to easily request a Technician ID while still engaged in the course. So, I embedded a Storyline block that generated a pre-filled email request for a Technician ID. All learners had to do was complete a few text fields, then click "send."

Results

Although the department responsible for granting Technician IDs did not collect data on ID requests, the training’s impact was evident in other ways:

• Once the training was released, complaints to the LMS team dropped to almost zero.

• The streamlined request process reduced frustration and improved productivity.

• If the LMS team received a complaint, it no longer significantly disrupted their work because they simply referred the technician to the training.