I created a Training Needs Analysis survey through Microsoft Forms that was sent to the Customer Service Manager. Once responses were received, I determined what could be solved through training that would then help their department function better, as well as determined the modality of the training. Some of the questions asked on this survey were:

• What are your top 3 biggest concerns in your team or department?

• What skills could your team use help with the most?

  • Soft Skills

  • OTJ training

• What specific soft skills and OTJ training do you think would benefit your employees?

Because I wanted this learning experience to be quick while also addressing the problem, I thought a microlearning course would best serve the Customer Service Department's needs.  

I then created a course outline that was later approved by the Stakeholder (the Manager) and the SME before moving on to Storyboarding.

I wrote the storyboard after completing the course outline and getting it approved by my SME. To gather the content, I met with the Customer Service SME via Microsoft Teams to compose and edit the content within the module, including the training videos and scenario activity, then published the script for SME review. After it was approved, I moved on to the development stage of the ADDIE process. 

I developed the course through Adobe Captivate and used Adobe Premiere Pro, the Adobe Stock library for B-Roll, and Wellsaid Labs AI Text-to-Speech for the narration to create the training videos. I created the avatars and backgrounds used throughout the scenario activity with Microsoft PowerPoint, used Adobe Illustrator to create the Objectives, and used Photoshop to create the mockups. 

After our learning experiences are created, our modules go through our QA Review process, SME Review, Stakeholder Review, then finally Final User Review before they are published to our LMS.