A Technical Support Course that Imitates Real Life
Project Background:
The client wanted training on issues that could come up regarding a new product. This training prepared the internal and partner support teams to effectively resolve customer issues.
The learner simulates taking the steps necessary to fix the problem and then has the opportunity to watch a video to review how to complete steps that are not screen based.
Course highlights:
I think the best training mimics what the learner will do in real life. I developed this course to mimic a support ticket application where tickets come in from the customer, the learner contacts the customer and diagnosis the customer issue based on responses from the customer – just like the real world.
I even used actual support team members to role play helping a customer through the issue.
MY WORK
I conducted a needs analysis and developed the course including script, development in Storyline, graphics, and video production. During development, I collaborated with several SMEs to ensure accuracy and completeness of content.
TOOLS
Articulate Storyline
Adobe Illustrator
Adobe Premiere Pro