Upgrade | Upsell Tool Simulator
The Upgrade and Upsell Tool Simulator is designed to improve efficiency in a call center environment. It allows customer service representatives to confidently practice essential on-the-job skills for handling business-to-consumer (B2C) transactions within Salesforce, with a focus on upselling and upgrades.
About
Learning Problem
Following a needs analysis of the onboarding training process at a home security company, it was found that customer service representatives were unprepared for the transition from classroom training to the call floor. At the time, they were expected to learn procedural tasks on the job, which negatively impacted the customer experience due to subpar performance. One key task in question was executing upsells and upgrades for customers. To address this issue, we decided to develop a simulation tool that would allow new and existing customer service representatives to practice and learn without affecting the customer experience.
Features
Interactive Elements
Stress-free Learning
Realistic Practice
Contextual Environment
Photos
At the start of the design phase, the training addressed both upsells and upgrades, as the only difference was the department the customer service rep was working in. During this time, I deconstructed the process and storyboarded the training, providing chunked learning to make each step easier to remember, ultimately reducing the cognitive load for the learner.
The L&D team and I prioritized building a hybrid training model based on Kolb’s Experiential Learning Cycle. In class, trainers would demonstrate both an upgrade and upsell (Concrete Experience), followed by a group discussion (Reflective Observation), completing the first half of the training. This would then be reinforced with the simulation, covering the learning (Abstract Conceptualization) and practical application (Active Experimentation) of the upsell and upgrade procedural process
Design
From the onset of development, the project involved a straightforward storyline but was highly variable-intensive, requiring a highly organized workspace and thought process. Using SAM was beneficial in addressing issues identified during user testing and refining them in subsequent iterations.
Development
Following the release and implementation of the training, it received positive feedback according to post-training surveys. However, some learners encountered minor bugs, which were subsequently patched. As a perfectionist, this made me question whether I had released it too soon. Moving forward, I now run all my training programs through additional testing groups, if time and budget allow.
Evaluation
Simulation Highlights
What I learned
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Contextual analysis and user interviews are essential for identifying obstacles that employees and learners face, helping to uncover gaps in the learning experience.
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Additional user testing of LMS training is necessary to minimize potential gaps.
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Frequent check-ins with trainers and supervisors can confirm whether the training is effective and if knowledge is retained during post-implementation evaluations.
Permission for content used in this portfolio is approved and provided by Jud Stoddard, Manager, Instructional Designer at Vivint© L&D