Customer Support Training

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This is a work sample I designed and developed in a 3 day sprint. The goal is to help customer support representatives understand uberPOOL so they can answer questions about how trips work.

Business Considerations

  1. Problem: The product may change in 4 weeks.
    Solution: Use bite-size, reusable assets and a clear file structure.
  2. Problem: Three days development time.
    Solution: Stick to the learning objective, use stock assets and rapid development techniques.
  3. Problem: 50,000 customer support representatives in all countries.
    Solution: Design simply, use simple, easy to translate language and test thoroughly.

The Learner

  • Q: Where are they going to sit or stand?
    A: Assume they will take the course on a desktop at the call center.
  • Q: How are they going to use the learning?
    A: Assume they will use the learning to prepare for taking live calls with customers, and possibly as a job aid.
  • Q: How are they going to apply it to work?
    A: To answer questions about how uberPOOL trips work.
  • Q: Where are they in the world?
    A: All countries. English might not be their first language, but they do speak English.
  • Q: How much background knowledge do they have?
    A: Assume none.
  • Q: What else do we know about the learner?
    A: They are adults.
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Design

In order to help customers, the representative must understand the customer experience. What are the actions the customer must take, and in what context? We’ll break all actions into visual representations—this follows cognitive theory and facilitates communication with simple language.

Solution Part One: Animated Short Story

An interactive animated short story about Astro, who needs to get from here, all the way to Uber HQ on the other side of Mars. The story is broken into an in-game software simulation demonstrating the steps a customer must take to use uberPOOL, and a narrated animation showing the pickup and drop-off process. The focus is on visual communication and simple language. Call-outs are used for the software simulation. Context and engagement are established through Astro’s story.

Solution Part Two: Scenario as Assessment

A scenario-based, customer service interaction that functions as an assessment. This serves as context, challenge, activity, and feedback.

Solution Part Three: FAQ as a Job Aid

Because time is short, a link is provided to the existing FAQ from the course menu. Text is easy to translate and easy to update. This content is hard to memorize but easy to reference.

This three-part solution gives customer support representatives a solid working knowledge of uberPOOL so they can answer questions about how trips work. The story is a relatable, immersive, engaging, interactive way to present the information. The scenario provides realistic, challenging practice and feedback. The job aid eliminates many hours of training on material that’s not realistic to memorize and may change on short notice.

Development Plan

  • Day 1. Apply design thinking and research to arrive at an approach. Create a rough paper storyboard. Gather all assets for day two.
  • Day 2. Adobe XD prototype in preparation for Storyline development. Frequent testing and discussion. Create script for day three.
  • Day 3. Voice-over and development of final deliverable in Articulate Storyline. Proofreading, testing, adjustment and refinement.

Theory

  • Design thinking
  • The Successive Approximation Model (SAM)
  • Michael Allen’s CCAF (context, challenge, activity, feedback)
  • Michael Allen’s Seven Simple Success Strategies
  • John Keller’s ARCS Model of Motivation
  • Clark and Mayer’s Cognitive Theory of Multimedia Learning

Tools

  • Paper and pencil (storyboard, prototype one)
  • Adobe Illustrator (manipulate visual assets)
  • Adobe XD (prototype two)
  • Logic Pro X (voice-over)
  • Articulate Storyline (final deliverable)