IT Services
This eLearning course provides clear guidance on accessing technological support in a large organization.
Responsibilities: Instructional Design, eLearning Development
Tools used:
Articulate Rise
Vyond
Audacity
Venngage
Target audience: Corporate employees in a large organization
Overview
Large organizations often have multiple IT support systems, such as ticket submission, software approval, emergency assistance, and computer updates. However, employees, especially new hires, don't always know correct channels to use, leading to inefficiencies. My role in this project involved partnering with key stakeholders to design a learning solution for this problem. We opted to develop an eLearning module, designed to train both existing and new corporate employees as they onboard into the organization. I chose Articulate Rise for its user-friendly layout, allowing employees to revisit the course and easily access specific information as needed.
Process
I collaborated with the SMEs, asking critical questions to identify key problem areas, reasons for these issues, and the essential information users needed to know for a smooth experience. The SMEs had very technical knowledge about this subject, so my challenge was to present this information in a user-friendly and memorable manner. I used a text-based storyboard to plan and organize the course.
The eLearning module comprised four main elements:
Background Information:
A concise overview of available IT support options.
Guidance on Service Utilization:
The most beneficial part of the course, featuring an interactive infographic created in Venngage that maps common IT issues to corresponding services, complete with hotspots for examples and a downloadable PDF for future reference.
Interactive Scenario for Knowledge Application:
An exercise where users advise a colleague in various IT scenarios, applying knowledge from the infographic.
Informative Video:
A short, humorous video explaining the ticket submission process, designed to be engaging and informative, focusing on key points employees need to know. I created this video with Vyond and recorded the voice over using Audacity.