Training modules and curriculum that follow proven adult learning principles.
Refining What Works
The training program for Member Services Representatives (MSRs), consisting of Bootcamp, Sit-Ins, and Supervised Calls, was highly successful with a high retention rate but led to significant trainee stress and mental fatigue. To address this, the training analysis focused on reducing cognitive load by eliminating rote memorization and emphasizing efficient information access. A test environment was created to allow trainees to practice skills safely before handling live calls, alleviating stress and building confidence. Post-training interviews indicated reduced stress and fatigue levels, and increased confidence, leading to better call ratings from members.
Onboarding with Impact
Onboarding staff into a highly technical position with extensive shorthand and jargon can be intimidating for learners. Utilizing Richard Mayer’s principles from "Multimedia Learning," I organize content in a learner-centric format, front-loading essential information into a straightforward training module that guides learners through complex concepts and processes. This training showcases a portion of the Claims Examiner onboarding program I developed, designed to ease new employees into their roles. This approach ensures a solid foundation in common terms and concepts, setting them up for success in their first week on the job.
Tools Used: Articulate Rise 360, Adobe Photoshop
Defining Our Workflow
In my time as Lead Instructional Designer, I transitioned the ID team to a new project-tracking methodology using Team Foundation Server (TFS). As part of the transition, I created a highly detailed roadmap on how projects would be tracked along with task templates to get the team started. Following this workflow in tandem with scrum methodology, I was able to effectively track and report on project duration, required resources, and task assignments.
Tools Used: Microsoft Mural
Make it Count
Whether you want to reinforce existing training or develop a new curriculum, your staff’s time is critical. Using proven adult learning methodologies ensures maximum knowledge retention for the training time you invest.