Signed in as:
filler@godaddy.com
Signed in as:
filler@godaddy.com
This project involved the migration of Priority 1 lessons and lesson paths in the Customer Experience (CX) domain to a new Learning Management System (LMS). In collaboration with the Learning and Development team, I played a key role in enhancing the aesthetics and instructional design of these materials, utilizing the latest Adobe Captivate 2023 software. My responsibilities included the migration of a total of 104 CX lessons while ensuring adherence to project timelines and efficient coordination. I also designed and generated SCORM files for all lessons, preparing them for further enhancements and strategic use. This eLearning program, developed for Rover—a company with an annual revenue of $200+ million, specializing in pet care, house sitting, and dog walking—focuses on enhancing agents' proficiency, covering technical skills and customer experience support across high-priority scenarios. Currently, the program is in its final stages of development and is intended for a diverse audience, including agents, leadership, management, and staff. In executing this role, I leveraged tools such as Adobe Illustrator, Google Sheets, Google Docs, Okta, Confluence, Slack, and Canva to deliver comprehensive learning solutions.
Target Audience: Agents, Leadership, Management and Staff
Responsibilities: Learning Content Developer, Instructional Design, Visual Design, Animation/Interactions, Project Management
Tools Utilized: Adobe Captivate 2023, Adobe Illustrator, Google Sheets, Google Docs, Okta, Confluence, Slack, Canva
As part of this comprehensive project, I also took a lead role in the Learning Management Migration for Priority 1: Trust & Safety (T&S) lessons and lesson paths. Collaborating closely with the Learning and Development team, I was responsible for refining the aesthetics and instructional design of T&S materials, leveraging the advanced features of Adobe Captivate 2023. Overseeing the successful migration of all US-based T&S lessons, I ensured that project deadlines were met and resources were effectively coordinated. The program covers a wide spectrum, including technical skills and guidance on maintaining trust and safety in various high-priority scenarios. Currently, the program is in its final stages of development and caters to an array of audiences, including agents, leadership, management, and staff. My role encompassed a diverse set of responsibilities, supported by tools such as Adobe Illustrator, Google Sheets, Google Docs, Okta, Confluence, Slack, and Canva, to deliver effective learning solutions for Priority 1: Trust & Safety.
Target Audience: Agents, Leadership, Management and Staff
Responsibilities: Learning Content Developer, Instructional Design, Visual Design, Animation/Interactions, Project Management
Tools Utilized: Adobe Captivate 2023, Adobe Illustrator, Google Sheets, Google Docs, Okta, Confluence, Slack, Canva
I collaborated closely with the Learning and Development Team and Subject Matter Experts (SMEs) to establish a robust Project Management plan, pinpointing the core priorities and lessons to be developed for agents and learners. Once we identified the key focus areas, I embarked on creating a test lesson, employing a structured approach with titles and feedback as 'bookends' to streamline the lessons. Through iterative revisions and valuable input from the team, we fine-tuned the content for maximum effectiveness. After gaining approval, I translated our vision into visual mockups using Adobe Captivate 2023. Facilitating seamless communication via Slack and a Project Management Tracker document on Google Sheets, I thrived as both a self-starter and collaborative team player while working remotely. Batch-creating lessons each week, I diligently constructed visual storyboards, embedding programming notes for smooth implementation.
To enhance the learning journey, I recommended the inclusion of a mentor character, for which our L&D Team liaison provided an archived Rover character—an endearing cartoon dog named Zoomie. We are planning to further develop animations featuring Zoomie as an interactive guide for learners, engagingly delivering information with the most up-to-date insights. These animations will be enriched with strategically placed sound effects to immerse the learner and effectively convey the lessons. Our collective objective was to provide an engaging and impactful learning experience that fosters real-world performance improvement and meaningful behavior change.
Subsequently, I translated this concept into an interactive prototype using Adobe Captivate 2023. Leveraging invaluable feedback from the team, I meticulously refined and finalized the project, ensuring a seamless and intuitive user experience.
In collaboration with the Learning and Development team and subject matter experts (SMEs), we strategically outlined the top-priority training modules for both Customer Experience (CX) and Trust & Safety (T&S). Recognizing the limitations of the previous Learning Management System (LMS) and the complexity associated with the new Adobe Captivate 2023, we diligently aligned our approach with the Rover L&D Team's branding guidelines. Our focus was on streamlining the beginning and end of each eLearning module, treating them as bookends to provide a cohesive learning experience. These lessons and learning paths seamlessly support participants as they progress through both Instructor-Led Training (ILT) and Virtual Instructor-Led Training (VILT).
Leveraging these insights, I meticulously crafted each lesson following the project plan on Google Sheets, which was collaboratively managed and updated by the entire team. I also drew upon valuable resources from Rover's extensive Content Team, which had created Confluence articles encompassing all lesson research and analysis.
Leveraging Adobe Captivate, I skillfully crafted a visual mockup that offers a glimpse into what the Rover lessons could potentially look like. It's worth mentioning that these lessons are exclusively designed for our in-house employees, ensuring that our training materials remain accessible only to our valued team members.
As you explore the visual sliding gallery below, you'll gain insight into the main template that serves as the foundation for our Priority 1 Customer Experience and Trust & Safety modules. This template not only aligns with our organizational objectives but also integrates content derived from the Rover website, ensuring a seamless and comprehensive learning experience for our dedicated workforce.
Rover is in the final stages of development, eagerly awaiting input from various stakeholders, including supervisors, managers, and coordinators. To ensure optimal effectiveness, they are conducting A and B testing, experimenting with different knowledge check scenarios and variations to determine the most impactful approach for course implementation. Concurrently, the L&D Team is diligently reviewing the lessons and lesson paths to incorporate updates before the material is uploaded into the new Learning Management System (LMS). This effort is closely synchronized with the rollout of both Instructor Led Training (ILT) and Virtual Instructor Led Training (VILT) in the United States, as well as in offices located in Costa Rica and the United Kingdom. Once Rover has gathered all necessary input and feedback, they will be well-positioned to finalize key areas and proceed with the rollout of the Priority One phases for CX and Trust & Safety training looking to officially launch in early 2024.
RB Instructional Designer
© 2023 Ria Benavides
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