I designed and developed a series of microlearning to help customer-facing teams increase their knowledge of market guidelines, using Articulate Rise.
Each course provides bite-sized, interactive lessons that are accessible on any device anytime, anywhere.
For confidentiality reasons, I cannot provide access to the modules to individuals outside of my current company. Nevertheless, I shared a modified PDF version with any potentially sensitive information redacted for your reference.
Needs Analysis
The French Operations Analyst had an issue where Client Success representatives were struggling to understand their market guidelines, resulting in incorrectly raised issues, and lower quality job postings on the platform.
Tasks
I used the ADDIE learning method to identify the learning gaps, create strong learning objectives, and develop a series of microlearning focusing on market guidelines.
I used Articulate Rise to design bite-sized lessons that would be easily implemented into the schedule of a busy Client Success representation.
I designed a modular framework and then started to develop the entire learning experience before testing it with the L&D team, and Operations Analysts.
The learning experience was made available on the LXP, Degreed.
Impact
We performed an analysis of email label distribution before and after the integration of our modules, resulting in reductions in email processing errors by 48% and 59%, respectively.
To measure its effectiveness, we also conducted a pre-launch survey to assess the comfort level and knowledge of Client Success representatives. On scale 1 to 5, 64% feel somewhat comfortable with FR guidelines, 24% feel very comfortable.