eLearning

Tools Used:
Articulate Storyline 360, Canva

Audience:
The primary learner is newly hired apartment property managers

Problem:
Apartment managers are not participating in maintenance department hiring and management of service requests which has led to an increase in expenditures due to repeat repairs.   

Solution:
The goal is for apartment managers to have a clear understanding of what tasks and responsibilities they have in the management of maintenance personnel and procedures to reduce the number of service callbacks by 75%. 

Highlights:
This course includes a scenario, narration, knowledge checks with feedback, and a scenario-based final assessment.

Process:
Beginning with a systematic approach, design and development of this course involved use of ADDIE and SAM model components. Working with with SMEs to determine the gaps, goals, and appropriate modalities would provide guidance for clearly defined learning objectives as a foundation for the design document. The content was crafted to include reality-based scenarios, interactions, and animations, to engage the learner. Going through several rounds of feedback, the learning solution took shape and emerged in Articulate Storyline 360. The module included assessments that correspond to Kirkpatrick's second and third level evaluation model to measure knowledge and organizational goals.

Level 2 Evaluation: 

• 3 ungraded knowledge checks to assess that address:

  • technician skills relative to levels presented

  • service request process steps and responsibilities

  • reviewing weekly requests by technician and property 

• 5 question scenario-based quiz that addresses primary learning objectives

  • 80% passing score

Level 3 Evaluation: 

• Learner interviews and analysis of service request summaries to determine effectiveness of training upon daily procedures and outcomes.

• Maintenance department interviews to determine the perceived level of implementation and effectiveness of learner outcomes.

Additional Deliverables:
Design Document | Storyboard | Job Aid

Tools Used:
Articulate Rise 360

Audience:
The audience is customers, comprised of largely older adults, in a nearby community who are semi-retired/retired and have significant retirement assets. 

Problem:
Too many sales employees are spending time assisting individual customers with user errors (attacks) related to phishing scams generated by fraudulent QR codes. 

Solution:
Reduce time sales employees spend on QR phishing attacks by a 75%. Utilizing a dedicated employee to facilitate a small group class, the store will generate additional sales. Fewer employees will be spending time with dedicated consultation regarding customer phishingThanks attacks (related to QR codes) and be able to offer small guided classes to groups as a paid service. 

Highlights:
This course includes interactions, visuals, varied knowledge checks with immediate feedback, a scenario-based final assessment.

Process:
Using adult learning theory and the SAM/ADDIE model of instructional design would involve working closely with SMEs to determine the needs of organization and it learners to create a targeted and effective learning solution. The design document provides a clear overview of the key components of how the course module content will be structured to engage learners and affect change.

Level 2 Evaluation: 

• Ungraded knowledge checks to assess that address:

  • Use of precautionary steps when encountering QR codes to reduce data vulnerability.

  • Recognizing the various distribution methods of malicious QR codes utilized by bad actors. 

  • Report suspicious/potential threats that arise from QR code encounters to the appropriate service provider(s).

• Scenario-based final assessment that addresses primary learning objectives.

  • 80% passing score.

Level 3 Evaluation: 

• Learner interviews and analysis of store sales data to determine the effectiveness of the course in increasing retail sales.

• Learner surveys to assess the effectiveness of the course upon their ability to analyze and recognize a potential threat and respond to mitigate potential threats.

Additional Deliverables:
Design Document | Job Aid