Strategy to Solution
The following projects represent a range of challenges, learners, and organizations. Due to confidentiality agreements, visuals are not shared, but each project outlines the problem, the process, and the outcome.
Verizon Retail Onboarding Program
2022 Brandon Hall Group Gold Award - Talent Acquisition
Scoped to identify issues in the current multi-channel onboarding program.
Oversaw all technology and visual design needs of the entire program.
Partnered with stakeholders and subject matter experts to localize content.
Mentored new designers in best practices, including:
Writing learning objectives
Visual Design
Animation
Project Management
Validation Testing
Created a two-week self-paced onboarding program with increased on-the-floor activities.
Engaging e-learning courses for knowledge transfer.
Virtual instructor-led sessions focused on knowledge retention and soft skills.
Sales floor activities to drive speed to competency.
RESULT:
Increased quality in training satisfaction
Decreased attrition rate
Shortened speed to competence from 1+ months to 3 weeks.
Increased peer design skills
Employee Well-Being for Verizon Consumer Group
2022 Brandon Hall Group Gold Award - Learning and Development
Scoped to identify issues on employee well-being across the enterprise.
Partnered with stakeholders and subject matter experts to craft best practices and engagement focuses based on employee channel (retail, customer service, office, etc.)
Designed and developed virtual instructor-led courses with a companion guide for employees and their leaders.
RESULT:
Increased employee satisfaction scores.
Increased learner satisfaction through Level 1 survey scores.
Additional channels adopted a program based on success.
Scoped and partnered with SME to identify changes in POS system and nationwide rollout for internal and external partners.
Utilized platforms like Figma to consult on UX design from a design standpoint.
Designed, developed and altered system flows and storyboards during system build to meet launch timelines.
Designed a highly complex Captivate course to engage learners and drive knowledge on system changes
Flex 2.0 Systems Training
RESULT:
Trial launch provided data and feedback to the systems team on issues.
High learner satisfaction through Level 1 surveys.
Decrease in system support post-training.
Center of Excellence Onboarding
Scoped and analyzed current onboarding as well as role responsibilities.
Partnered with SME and stakeholders to provide priority tasks and guidance through design process.
Designed a 3-day engaging self-paced course:
Developed and delivered Google Microsite with embedded tools and resources specific to role.
Designed peer shadow guides to keep onboarding consistent across the channel.
Consulted and trained leadership on learning objectives and proper new employee development.
RESULT:
Trial onboarding provided new insights for the embedded base.
Speed to competence drove new employees to feel better prepared and leaders spent less time with new employees for common tasks. Feedback based on Level 4 surveys.
Increased peer-support and stronger team culture.
Increased learner satisfaction and support based on Level 1 surveys.