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Audience
Sales teams, engineers, and call center agents who use the sales quote order tool to provide proposals or amendments of products and services to customers.
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Responsibilities
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Instructional design
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Graphic and multimedia design
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Scripting
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Action mapping
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Prototyping
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eLearning development
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Tools
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Articulate Rise
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Adobe Illustrator
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Azure Speech Studio
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Camtasia
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Adobe Express
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Miro
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Problem
There was a significant gap in training for the Sales Quote Order (SQO) system, which was identified as a critical business need. Interviews with various sales teams revealed that high turnover rates were largely due to insufficient experience with the tools required for on-the-job situations.
Solution
To address the tools gap, I developed a narrative that simplifies a complex order tool by connecting it with the theme of helping shelter pets. This approach allows a diverse audience to relate to the content and provides a high-level overview of realistic situations within the tool. This engaging, story-driven method enhances understanding, fosters empathy, and improves user engagement.
My Process
01
Define the objectives
Through research and action mapping, I identify learner's needs. Identify key performance indicators and address high priority actions within the design.
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Design the solution
After identifying learner needs and how they connect to the customer's journey, I make a quick outline to storyboard with. I then use the storyboard to make a prototype with all the necessary story plot lines.
03
Develop the experience
Once I receive feedback and have prototype sign off, I use authoring tools to develop the experience with a focus on detail. This step includes extensive testing, iterations, and QA.
define the objectives
Action Mapping
Through extensive research, I first identified the journey a customer would follow with the proposal process. This is where many of the learners would get lost and not know how to support the customer. By interviewing and collaborating with SMEs, portfolio owners, and learners, I narrowed down actionable solutions to the most critical and practical actions learners would need to apply to each role:
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Working with customer information
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Creating/initating a proposal
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Working with sites
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Adding and configuring Products
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Serviceability and finalization
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Amendments and managing MACDs (Moves, Adds, Changes, Deletes)
design the solution
Outlining
After mapping the customer journey flow, I developed a comprehensive outline that detailed each task required within the tool. These tasks were strategically aligned with key customer journey milestones to ensure a seamless integration between tool functionality and the client's experience at pivotal moments.​
Storyboarding
Building on the outline, I designed a text-based storyboard that crafted an emotional narrative, leveraging the AGES model. The story taps into the learner's empathy by focusing on a pet rescue scenario, drawing on the universal fondness for animals. It follows a team of three as they guide the client through the proposal process, ultimately helping them secure the sale of their product and services.
Visual Mockups
I began the visual design process by curating a set of mockups inspired by a wide range of visual sources.
Realistic photos of pet rescues shaped the environments and props, while a mix of illustrative styles defined the overall aesthetic.
To enhance the interactive experience, I drew inspiration from role-play video games, incorporating first-person perspectives and dialogue-driven scenes, adding a layer of gamification to engage the learner through character interactions and immersive storytelling.
Style Guide
I created a comprehensive style guide adhering to brand standards, ensuring consistency across all visual elements. From typography to color schemes and iconography, the guide outlines a cohesive and recognizable brand identity throughout the customer journey.
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Prototype
To gather feedback on functionality and interactivity, I developed a prototype that showcased key elements such as audio clips, videos, and a detailed diagram of the customer journey to provide a foundational experience for testing. While the testing group was already familiar with Rise courses, this prototype helped them experience a fresh approach to storytelling, blending interactive elements with a more immersive narrative.
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Incorporating Feedback
By evaluating feedback on these early-stage designs, I identified areas for enhancement of the story to be inclusive of all learners within the dialogue and introduce a team rather than focus on one individual role following the storyline.
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This iterative approach proved instrumental in delivering a polished and effective final product.
Feedback
"While we understand a call center agent doesn't start from the beginning of the SQO customer journey, we would like to see their role called out more prominently in the process."
Implementation
I added a team to support the customer, introducing them in the beginning and again later when their role really became cruicial. I also added language and call outs where center agents have the highest impact in the customer journey.
develop the experience
Full Development
After mapping the customer journey flow, I developed a comprehensive outline that detailed each task required within the tool. These tasks were strategically aligned with key customer journey milestones to ensure a seamless integration between tool functionality and the client's experience at pivotal moments.
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Final Product
results and takeaways
Testimonials
The business's feedback was overwhelmingly positive. They are now requesting additional training that follows the same narrative and step-by-step approach, tailored for specific roles with a focused scope.
"Explored the new eLearning a few weeks ago and it was a great overall view of working the system including what happens after SQO with the CPM. I personally love the new age touch and the story behind it."
"I absolutely love the way training is being developed now. I hope our division partners can see this innovative approach."
Takeaways
What I truly enjoyed was sprinkling in the joy that pets bring to families and individuals alike. The key takeaway for me is how the business recognized the value of the training with compelling, empathetic storylines—something I'm continuing to build on. This approach allows me creative freedom and injects fun into otherwise dry tool training.
I simplified a complex topic, making it accessible for new hires by using relatable, on-the-job scenarios. Moving forward, I’m excited to explore making these trainings more immersive with scenario-based learning in Articulate Storyline, adding another layer of engagement for learners.
Let's collaborate!
If you're seeking a creative professional who is passionate about designing impactful learning experiences, branding, creative direction, or graphic design, let’s chat!