e-Learning

Audience: The volunteers who work at the Sahuarita Food Bank.

Problem: The Problem is that not all volunteers have been trained on answering the phones.

Not all volunteers can use the phone's features. This causes frustration and a slowdown helping clients as volunteers walk to discuss problems. This also leaves the front desk unmanned. 

The goal of this training is that all volunteers will be able to answer the phones, use features of the phone (hold, transfer, etc.) and answer common questions that clients call in about. 

Solution: The volunteers will complete this e-learning training by following a scenario where a worker learns necessary skills before working a shift on the phone. 

Highlights: This course follows a volunteer and an instructor who guides the volunteer through how to be successful with skills needed when answering the phone. 

Process: Working closely with the SME, I discovered the types of skills that the volunteers needed most. Then I created a Design Document and a Storyboard to make a plan to address those skills and how to teach those to the volunteers. After making sure the Storyboard was in line with the SME and business needs I developed the training in Storyline.

Evaluate:

Kirkpatrick's level 2 evaluation:  This training included a scenario based quiz at the end to determine if the volunteers were able to learn the necessary skills. Volunteers would need to pass with a score of 75%.

Kirkpatrick's level 3 evaluation:  1-3 months after the training observations would be taken of the volunteers and the phone calls to determine if the quality of had improved. 

Tools Used: Articulate Storyline

Additional Deliverables:

Design Document

Storyboard

Job Aid

Audience: The volunteers who work at the Sahuarita Food Bank.

Problem: Unfriendly communications are setting a bad tone with clients. Unknowledgeable(new) volunteers are not greeting clients correctly. 

Inconsistency of procedures and answers to questions are causing confusion, upset clients, and frustrated volunteers/employees. 

The goal of this training is that all volunteers will consistently greet clients in a friendly and professional manner. 

Solution: The volunteers will complete this e-learning training which details correct procedures and how to implement them. 

Highlights: This course includes multiple interactions for the volunteers to practice. It also includes knowledge checks and a final assessment.

Process: First I interviewed the SME in order to find out the business problem and what skills we needed in order to address it. Then I created an outline of the training and cleared it with the SME to ensure that it was meeting the needs. Then I created the course using Articulate Rise. 

Evaluate:

Kirkpatrick's level 2 evaluation: This training included a scenario based quiz at the end to determine if the volunteers were able to learn the necessary skills. Volunteers would need to pass with a score of 75%.

Kirkpatrick's level 3 evaluation: After 1-3 months, observations would be conducted to determine if the business needs were accomplished and the quality of the greetings had improved. 

Tools Used: Articulate Rise 360, Canva

Additional Deliverables:

Design Document

Storyboard

Job Aid

What to Expect When You Visit Vyond Video

Audience: The potential clients at the Sahuarita Food Bank.

Problem: Potential clients feel uneasy or unsure about what happens at the food bank. They need a clear picture of how to receive help from the food bank and an idea of what to expect when they visit. 

Solution: This video will be placed on the website for potential clients to see. 

Highlights: This video provides clear, easy to understand information. 

Process: First I interviewed the SME in order to find out the business problem and what was needed in order to address it. Then I created an outline of the video in collaboration with the SME. I created the video using Vyond. After the first draft I presented the video to my SME and a member of the board. Then I adjusted the video according to feedback. 

Tools Used: Vyond 

How to make a donation.       Camtasia Video

Audience: The donors of the Sahuarita Food Bank.

Problem: When donors visit the website to make donations to the food bank they are confused about the process and platform for donations. Many were concerned where their money was going. 

Solution: This video will be placed on the website for donors to see. 

Highlights: This video provides a clear, easy to follow process to make a donation. 

Process: First I interviewed the SME in order to find out the business problem and what was needed in order to address it. Then I created an outline of the video in collaboration with the SME. I created the video using Camtasia. After the first draft I presented the video to my SME and a member of the board. Then I adjusted the video according to feedback. 

Tools Used: Camtasia