Audience: This e-learning course is designed for newly hired Service Advisors in an automotive dealership service center. Learners range in age from 18 to 60 and have no prior experience in their role or with the TechSchedule software. The course supports varying levels of technical proficiency and workplace experience to ensure accessibility and ease of onboarding. 

Problem: New employees in the service center must use TechSchedule to schedule and manage customer appointments. Because they are unfamiliar with the software, managers currently spend training each new hire. This extended training time delays productivity and limits managers’ availability for other operational responsibilities. The goal is to reduce the time required to train new employees on TechSchedule. Achieving this goal will increase new employee productivity and allow managers to focus on additional leadership and service center responsibilities.

Solution: The purpose of this eLearning course is to teach new employees the foundational skills needed to use TechSchedule effectively. The course focuses on three primary tasks:

• Scheduling customer appointments

• Rescheduling appointments

• Carrying over appointments

Through guided instruction and realistic practice scenarios, learners build confidence using the system before working directly with customers. By equipping employees with the basics of TechSchedule through eLearning, the time managers spend on hands-on software training is significantly reduced, helping the organization meet its onboarding efficiency goal.

Highlights: This course features scenario-based software simulations with interactive triggers and states that replicate real system functionality, voiced narration for guided instruction, realistic customer situations aligned to daily job tasks, and scenario-based knowledge checks to reinforce skill application. 

Process: To develop this training, I used the ADDIE model to guide the project from start to finish. The process began with a kickoff meeting with the SME and stakeholder to identify training needs, define essential system tasks, and clarify the performance goal. During the design phase, I created a outline of the learning objectives, course structure, interaction strategy, and assessment methods. The information was reviewed and approved before development began. Throughout development, I incorporated adult learning principles to ensure the course was practical, relevant, and interactive. Learners engage in scenario-based practice opportunities that allow them to apply what they learned in a safe, simulated environment. At the end of the course, I included a scenario-based quiz to measure skill acquisition. Once reviewed and approved by the SME and stakeholder, the course was published to the LMS. The training continues to be monitored for effectiveness to ensure it meets the goal of reducing onboarding time while maintaining employee competency.

Tools: Articulate Storyline 360, Canva, ChatGPT

Deliverables: SCORM Files 

Audience:  All employees at Wealthwave Solutions with computer access. The employees are men and women ages 30 to 60.  The staff includes administrative assistants, office managers, and financial advisors. 

Problem:  WealthWave Solutions is vulnerable to cyber attacks through employees clicking on phishing emails. They have seen an increase of 15% in cyber attacks through phishing emails this past quarter. This has compromised their information and servers. From interviews and surveys, it was determined that employees are not aware of what signs to look for to identify phishing emails. The goal is WealthWave Solutions will decrease the number of cyber-attacks through employees clicking on phishing emails by 30%. 

Solution: The purpose of this e-learning training course is to significantly reduce the vulnerability of WealthWave Solutions to cyber-attacks originating from phishing emails. Specifically, the course aims to: enhance employee awareness, develop critical skills, promote best practices, and mitigate risks. By achieving these objectives, the course aims to close the identified gap in employee knowledge and behavior regarding phishing emails, ultimately enhancing the overall security posture of WealthWave Solutions.

Highlights: Scenario based interactions, triggers, tabbed accordion interaction, voiced narration, motion paths, custom drag and drop knowledge check, and scenario based quiz.

Process: To develop this training, I employed a systematic approach using the ADDIE Model from start to finish. The process began with a needs analysis to ensure alignment between goals, content, and deliverables. During the design phase, I created a comprehensive design document and storyboard that were reviewed to ensure accuracy and identify any necessary changes. In the development phase, I incorporated adult learning theory techniques to create interactive elements that complement the relevant content. After implementing the course, I embedded a scenario-based quiz, applying Kirkpatrick's Level 2 assessment. Additionally, data will be collected and reviewed three months post-training to assess if the number of cyber-attacks at WealthWave Solutions has decreased by 30%, using Kirkpatrick’s Level 3 assessment. Once the project was completed, the course was published.

Tools: Articulate Storyline 360, Canva, PowerPoint

Deliverables: Design Document, Storyboard, Job Aid