Situation
Our Business Sales client needed a web-based training to inroduce a new process that allows business customers to be serviced in AT&T retail stores nationwide.
Solution
The first thing we did was ensure the clarity and accuracy of the new process. We held many SME meetings to identify the process flow, task names, and the steps involved within each task. Second, we developed a professional job aid with a process diagram and innovative sliding image simulations of each task. Finally, we designed a short and focused web-based course to support and assess the understanding of the new process.
Value
Our performance-focused and employee-centered approach ensured 2-3 click access to a workplace-based professional guide, and a microlearning training experience that focused on interactive real-world scenarios.