Instructional Design | Graphic Design | Training | Coaching
INSTRUCTIONAL DESIGN PROJECTS
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INFOGRAPHIC
Infographic- CA Title 5 Requirements
Child Care Resource Center of California
Background: The Child Care Resource Center has been serving children, families, and child care providers since 1976. CCRC manages programs to assist with issues such as finding and selecting child care and child care financial assistance to families. Children and families benefit from these programs, allowing parents to go to work and attend school, contribute to the economy and strengthen their families and the community.
Problem: Adult learning theory tells us that adults forget 50% of the information they learned after one hour of the training, 70% 24 hours later, and 90% after a week. Important details were being missed by new Case Managers.
Objective: Create something that could be used by Program Trainers to aid in training new Case Managers the California Department of Education (CDE) Title 5 rules and regulations.
Solution: I created an fun and friendly infographic that could be used in training, given to new Case Managers, and hung on the wall to jog memory. This could also be given to new clients to learn the process of eligibility.
I used CCRC colors and logo for branding, analyzed CDE content, designed the format, developed icons, wrote content, and produced this creative visual inforgraphic of boring yet important rules and regulations.
Result: The CCRC Subsidy Managers and Training Supervisor were delighted to see how long, boring rules and regulations could be made into a colorful training aid. They were eager to put it
into action.
JOB AID
How to Host a Birthday Party
Sky Zone
Background:
Sky Zone is an indoor trampoline park with park locations all over the world.
I was tasked to design instructions for newly hired Party Event Hosts for Sky Zone Trampoline Park's University Training Center. The project was to identify a process for hosting birthday parties. The target audience was new Event Hosts, ages 16-22.
Objective: To deliver the best birthday party and the Sky Zone "Wow" experience.
Limitations: Existing images only.
Solution: I incorporated Sky Zone's branding, using engaging color and images along
with relevant and precise content. I created the instructions in a checklist format so newly hired Event Hosts could check off the task completed.
STORYBOARD
How to Host a Birthday Party
Sky Zone
Background: The Sky Zone corporate office determined that their current classroom training was too costly. I was tasked to create a story board for interactive eLearning modules to introduce the Let’s Party Job aid and train new event hosts on how to use it.
Objective: To present the course concept with scripts, audio, and assets.
Limitations: Use of existing assets.
Solution: I created this clearly outlined storyboard to map the eLearning course following the ADDIE model of instructional design.
eLEARNING
How to Host a Birthday Party
Sky Zone
Background: After approvals of the storyboard I was tasked to develop the interactive eLearning modules. I used Articulate Storyline 360.
Objective: To introduce the Let's Party job aid
and train new event hosts how to use it with online training.
Limitations: I had to use existing assets and video.
Solution: I created engaging, interactive learning, following corporate branding, while appealing to teens and young adults.
USER GUIDE
EasyTrap User Guide
Dainippon Screen Engineering of America
Background: Dainippon Screen produces high-end graphics printing systems. Their parent organization, SCREEN Holdings Co., Ltd, a Japanese semiconductor and electronics company, is headquartered in Kyoto, Japan.
Problem: Screen did not have any user documentation for their new systems.
Objective: Develop a product for American sales reps and trainers to understand the EasyTrap HQ-310 RIP system.
Limitations: Assimilating Japanese translations and highly complex, technical information.
Solution: I analyzed the business the goals, interviewed SMEs, confirmed Japanese to English translations. I designed the graphics and wrote about the important technical features and instructions, creating a user-friendly guide.
Result: greater retention and a 20% reduction in technical support assistance.
SCREENCAST
Simulation-Based Training
How to Enter a CD in QuickBooks
Vibe Performing Arts
Background: Vibe Performing Arts is a school that teaches acting, dance, voice, and instruments.
On-boarding consisted of Customer Service Representatives (CSR) working two or three shifts with a more experienced CSR and observing.
Then they were on their own. CSRs were part-time, not there every day, and often ran the front
desk alone.
Problem: CSRs would forget how to do tasks and many costly mistakes were made.
Objective: Create low cost, online training for
new CSRs to use QuickBooks effectively for
Vibe’s customers.
Limitations: No funding for additional software to create training.
Solution: I did a needs analysis and interviewed SMEs. I created micro-module screencasts from free internet software. I focused only on the parts of QuickBooks that were relevant to the skills CSRs would need. I customized the learning to company requirements and policies.
Result: CSRs had quick, short, Simulation-Based Training to refer to. This let to greater employee and customer satisfaction, fewer errors, an increase in proper billing, including employee and customer retention.
PROCESS MAP
Workflow Process
Vibe Performing Arts
Background: Vibe Performing Arts did not have a an adequate process for converting low enrollment classes to private lessons. Once converted, students would get private lessons for the same price of the class but shorter class time and fewer class sessions.
Problem: 1) the database and billing procedures were not updated when conversions occurred;
2) the instructor's schedules were not updated;
3) students would sometimes receive extra lessons or would leave without being invited to continue; 4) instructors were not paid properly for lessons actually taught; 5) unproductive time for bookkeeping to remedy; 6) loss of customers.
Objective: Create a process for class conversions.
Solution: I consulted Subject Matter Experts (SME), analyzed the problems and created a visual process map that showed the workflow and protocol of each department.
Result: Students, payments, and lesson schedules were tracked within each department. Departments were more productive, instructors were paid properly, and students were billed properly. There was a 98% decrease in errors and frustration by staff and customers.
JOB AID
Vibe Performing Arts: Class Conversions
Background: CSR staff did not have a reference for the cost and length of converted classes. (See background above.)
Problem: CSRs had to contact the busy director, each time a conversion was needed, and calculate the time and cost. The director was often unavailable which let to customer dissatisfaction.
Objective: Create a method for CSRs to get accurate conversion rate information quickly.
Solution: I met with the director and bookkeeping manager to analyze the process and collect accurate content. Then I wrote and designed a quick reference job aid for CSRs, instructors, and bookkeeping.
Result: CSRs could quickly look up information needed for the converted customers. They were able to use this information to follow the Conversion Workflow Process. This eliminated errors, director interruptions, and further insured proper billing.
EMPLOYEE
MANUAL
Customer Service Representative Manual
Vibe Performing Arts
Background/Problem: The CSR employee manual
was outdated, lacked a table of contents, had no consistent format or branding, and was difficult to quickly find what CSRs needed.
Objective: Create an employee manual that is easy
to read and quickly find information.
Limitations: Policies and procedures change frequently with little notice.
Solution: I created this manual so CSRs could learn the processes, policies, and procedures to be successful on the job. I wrote it in very easy to understand, manageable sections, including a table
of contents, creating corporate branding, and a consistent format.
Result: In most cases, no formal training was
needed. CSRs could look up information and easily perform the necessary tasks. I also went a step further and created on-demand learning digital documents. Each time a new policy or process was introduced CSRs could quickly get just the information they needed to learn or review to complete their task while they were facing customers.
Testimonial: "I was able to read through the Manual on how to burn a CD and I did it! Yay for me and Carol's good instructions."
REFERENCE
GUIDE
Affiliate Instrument Rental Guide
Vibe Performing Arts
Background: Vibe began an affiliate program to rent instruments from Music & Arts, an instrument rental service provider.
Problem: CSRs did not know how to rent customers instruments via this service.
Limitations: No time allotted for CSRs to have formal training.
Objective: Customize the Music & Arts process and procedures for Vibe’s CSR staff.
Solution: I analyzed Music & Arts policies and procedures with Vibe’s, consulted SMEs, wrote easy-to-follow, step-by-step instructions, and incorporated Vibe branding.
Result: CSRs were able to use this guide, without any formal training or coaching, and meet customer and company needs without errors.
SLIDE DECK
Instructor Led Training
Schools and Organizations
Background: Soft-skills training in schools and organizations is important to help teens and young adults become aware of bullying behaviors and protect themselves in a non-combative way. I decided to address this issue.
Objective: Create a workshop to introduce boundaries, communication skills, and self-care.
Limitations: 2 hours maximum.
Solution: I created an instructor-led, interactive workshop. I researched the topic, wrote and designed the slide deck, incorporated relevant storytelling, developed activities, exercises, handouts, and facilitated the workshop.
Result: Students were able to incorporate this learning into their lives right away. Some hadn’t even recognized before that they had poor boundaries and now they had useful tools.
FACILITATIOR
GUIDE
Instructor Led Training Guide
Schools and Organizations
Objective: Create a facilitator guide for the Creating Healthy Boundaries course.
Solution: I created an companion facilitator guide for instructors to have some guidance in delivering this course. This included materials needed, preparation, timeline, course instruction, and facilitator suggestions.
Result: Trainers were able to deliver this course well prepared and in the manner it was intended.
SLIDE DECK
Instructor-Led Training
College of the Canyons/WorkSource
Background: The WorkSource of College of the Canyons is a free Job Resource Center that provides comprehensive services to both job seekers and employers.
Problem: Most job seekers become fearful when they find themselves unemployed. The job search can be a very stressful and depressive time which can hinder the chances of getting that perfect job. Previously the WorkSource only addressed practical workshops for job seekers and did not address other areas that hinder success.
Objective: Create a workshop that addresses job seeker’s fear during a job search.
Limitations: 1.5 hours
Solution: I created an instructor-led, interactive workshop. I researched the topic, wrote and designed the slide deck, incorporated strategic storytelling, developed activities, exercises, handouts, and facilitated the workshop.
Result: Participants were inspired and motivated to keep moving forward with their job search efforts. I continually received 100% satisfaction on customer surveys and was requested to lead this workshop every month.