Interviewers in Training Program (IITP)
Embedded Files
The Interviewer in Training Program is a self-paced shadow tracker that streamlines the shadows to become calibrated solo interviewers. It also offers trainees the opportunity to shadow a greater diversity of loops and own the pace for graduation by using different tools from the program.
As the Program Manager, I worked closely with stakeholders to improve current processes for the best customer experience. My role involved creating user journey maps, managing feedback from stakeholders, and recommending solutions. The objective is to scale the program continue improving the program to also incorporate scalability.
phase 1: understand
phase 1: understand
increasing awareness of resources:
For the past couple of months, the team was conducting the Training 101 Sessions for the program live for new shadows to join and learn about the program. This process was helpful in encouraging engagement from the shadows. We also send out resources after the training video. However, there are many shadows who utilize the program don't join the sessions, creating churn for both the shadows (asking many questions answered in the sessions) and program coordinators (answering questions on top of taking ~3 hours out of their week to present).
I have also considered moving the Training 101 Sessions completely virtual, but after researching online learning vs in-person learning, the experience of online learning can be demotivating and isolating for some. This meant that recordings can't replace the live interaction. This raises the question: What is the best way to increase shadow awareness of IITP resources?
phase 2: analyze
phase 2: analyze
issues with session format
While examining how other organizations deal with the same challenge, I noticed many either choose to focus on scaling a business by leaning heavily on recordings or emphasizing on engagement by keeping in-person training videos.
in-person:
pros: beneficial for engaging with the audience
cons: hard to scale
"what happens if we don't have someone to run the full hour of training?"
recording:
pros: beneficial for scaling the program
cons: hard to ensure everyone goes through the training
"what happens if a shadow has a question?"
(actually creates extras churn for project coordinators to answer questions)
designing for a balanced experience
How can these resources balance engagement and scalability? By extracting the benefits of both sides, I focused on designing from a proactive (working backwards) mentality rather than a reactive (eliminating roadblocks) mentality.
phase 3: conduct
phase 3: conduct
personas: understanding different types of customers
personas: understanding different types of customers
I need to understand the general types of customers by looking into the personas to comprehend insights and user goals with the stakeholders.
session metrics & user needs
Taking the key measures that was parsed from the data and persona information, I compiled the user needs and the metrics together.
resources available
"I want to be able to reference the resources throughout my time with the program."
-Carlos, Maria, Eduardo, and Paulina
live training sessions - engagement
"These trainings will be able to keep me on track and help with any questions I may have."
- Carlos and Paulina
recorded trainings - time commitment
"Recordings are more helpful so I can reference them based on my own pace and time."
-Maria and Eduardo
what we learned by talking to other stakeholders (recruiter, project coordinators)
Shadows don't know who to reach out to for questions
"They (shadows) usually go to us (recruiters) first before being redirected [a couple of times] to get to the right person."
"By the time they reach us (project coordinators), they are frustrated and has a negative impact on their experience."
Shadows don't read emails from the program and also don't look through the reports
"They (shadows) don't know about next steps or would just reach out about questions that were already answered in the emails we sent out."
"This basically defeats the purpose of the training video as they don't even watch the video before reaching out to us."
journey maps: uncovering shadows' concerns, experiences, and expectations
journey maps: uncovering shadows' concerns, experiences, and expectations
To understand the gaps between the shadows and the other stakeholders, I created emotional journey maps of Carlos and Maria. The journey map highlights emotions, behavior, and expectations of the program.
Carlos's experience with the Program
Maria's experience with the Program
where do these problems lead to?
phase 4: recommend
phase 4: recommend
recommendation #1:
making the training session a hybrid session
To ensure both types of learning are incorporated, I built an extra session that includes Office Hours, where they can sign up to hop into a weekly meeting with project coordinators to get real-time answers but transitioning the training online to reduce churn for project coordinators as well as allow for more progress flexibility.
recommendation #2:
making the training video required to graduate
This is another way for shadows to access the information and also to catch the shadows who didn't know about the training video before because now it is a required step to interview solo.
recommendation #3:
redesigning the intro email to incorporate resources
Shadows are most likely to read emails in the beginning of the program as they are curious about the process. Having resources available will also maintain engagement throughout the course and they don't feel discouraged when they are unsure of next steps.
original email:
redesigned email:
if other avenues are available:
group slack channel
During my research, I learned that many interviewers in training don't like to interact via email, especially since a lot of the information may gets lost. Slack can act as a centralized messaging service to ask questions about the program, which may also result in the depreciation of the weekly Office Hours.
phase 5: reflect
phase 5: reflect
don't get stuck on one idea:
When designing products/services, it is sometimes hard to see the full picture of balancing two competing priorities. I learned that it's always possible to find new ways to invent and simplify processes while solving competing problems. It is also important to emphasize iteration to continue improving processes.
design for both the now and the future:
It's easy to focus on just the present and removing immediate roadblocks; however, it is also important to focus on the future of scalability in this case. By observing the emotional journey of Carlos and Maria, I was able to comprehend and cumulate data from their experiences.
Page updated
Google Sites
Report abuse