Self-directed Learning - Rise
Design: A short scenario was included in the course with a carousel interaction. This helps learners relate to how this situation might arise without placing blame on any one person.
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Solution: The client requested this course to help avoid this and raise awareness of a new official procedure for handling these types of contacts.
Because of the short design time, and due to the nature of scheduling training time for representatives, it was determined that a microlearning was the best option. This provided a way to very quickly review the information and included a link to the new procedure.
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Course: Our Customers and Your Personal Information
This was a Rise microlearning that needed to be developed within one week. It was localized for seven geographies/languages, and went out to over 50k learners. It consistently received over 4.5/5 customer satisfaction ratings.
The problem: Customers were reaching out to call center representatives over social media to seek help instead of going through official support channels
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