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Choosing a Kayak
Choosing a Kayak
Audience: Employees who are new to Go Play Outside! or current employees who need this training
Problem: The business goal is to increase sales of kayaks by 25% and increase customer satisfaction. Currently, employees don’t have the information they need to make knowledgeable suggestions to customers who want to purchase a kayak. Customers are often either confused by the lack of information or unhappy with their purchase when the kayak doesn’t fit their needs.
Solution: Employees will learn about the categories, types, and materials of the various kayaks we sell. They will practice applying this information to assess our customers' needs and recommend a kayak that fits those needs. Our employees then will use this new information and these new skills to sell kayaks effectively to our customers, increasing sales as well as customer satisfaction. This training provides both the information needed and the opportunities to practice applying that information.
Highlights: scenario-based learning and assessment, knowledge checks, varied interactions
Process: When developing this course, I started with an analysis of the target audience, the content, and the business problem. After determining a solution to the business problem, I organized the information, as outlined in this design document, and planned the course, as seen in this storyboard. I then used Articulate Storyline 360 to develop the course according to these documents as well as adult learning principles. The course went through an iterative feedback process until it was complete.
Tools: Articulate Storyline 360, Google Docs, Canva
Kirkpatrick's Level 2 Evaluation: There is a graded quiz consisting of 5 scenario-based questions at the end of the course, and the passing score will be 80%. Ungraded knowledge checks will also be included within the course.
Kirkpatrick's Level 3 Evaluation: Employees will be able to recommend kayaks to customers that fit the customers’ needs. Observations of employee interactions with customers will occur two weeks after training, and customer satisfaction reports will be reviewed after two months.
Additional deliverables:
design document : storyboard : job aid #1 : job aid #2
Lessons learned: I would add a second knowledge check after the Kayak Materials section. There is a lot of information in the Types of Kayaks section and in the Kayak Materials section. It would have been helpful to have another knowledge check to give the learner a chance to review before moving on to the Additional Considerations section.
Audience: Customer Service Representatives of Comfy Clothing for All
Problem: Customer Service Representatives are complaining of neck, back, shoulder, and wrist pain, leading to decreased productivity and increased time off requests.
Solution: This training supports a basic understanding of relevant ergonomic principles and how to apply them. Customer Service Representatives can use this understanding to set up their workstations in a more effective way that will decrease the pain they are experiencing and increase their productivity.
Highlights: varied interactions, review opportunities, scenario-based assessment questions
Process: In developing this course, I began with an analysis of the target audience and the business problem. After determining a solution to the business problem, I began analyzing the content and developing this course according to the outline I created, as demonstrated in this design document, and according to adult learning principles. The course went through an iterative feedback process until it was complete.
Tools: Articulate Rise
Kirkpatrick's Level 2 Evaluation: There is a graded quiz consisting of 5 scenario-based questions at the end of the course, and the passing score will be 80%. Ungraded knowledge checks will also be included within the course.
Kirkpatrick's Level 3 Evaluation: Employee productivity will increase and time off requests due to pain/injury will decrease. Productivity and time off requests will be evaluated after one month.
Additional deliverables: design document
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