AT&T/DIRECTV - SOFTWARE TRAINING AND CERTIFICATION
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THE CHALLENGE
DIRECTV Dealers and contractors serving hospitality businesses would sometimes utilize untrained workers.
Workers without proper training would make installation and configuration errors resulting in a subpar customer experience and/or loss of service.
Training for the new equipment and software was not readily available to Dealers and their contractors.
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THE STRATEGY
I created a 15 module eLearning curriculum using Adobe Captivate and video that provided detailed step-by-step walkthroughs on how to setup up all hardware and software from A-Z.
Modules utilized 1:1 software simulations where the eLearning interface was identical to the software. Learners were given an overview of the software and trained how to configure and setup the systems.
Each module ended with real-world scenarios where the users were given tasks to complete within the software with practical pass/fail metrics to validate mastery. Once passed, they received DIRECTV certification for that topic.
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THE IMPACT
The DIRECTV Dealer workforce was able to skill and certify their workers for free, with easy to access, asynchronous web-based training that could be taken from anywhere at anytime, resulting in less errors in the field, fewer support calls, and increased customer satisfaction.
MY ROLE: Project Lead, Instructional Designer, Writer, eLearning Developer
Software Simulation and Real-World Scenarios
By simulating the software screens and functionality within an eLearning environment, I was able to help workers learn the interface and then practice and apply what they learned in the same motion.
Common real-world scenarios were used to help learners practice setting up the system for different use cases so they would be ready for the job ahead.