Client
Expedia Group
Audience
Customer Service Agents
Responsibilities
Project Lead
Tools Used
Articulate Rise
Articulate Storyline
Adobe Premiere
Adobe Photoshop
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Overview
Expedia needed to rapidly train customer service agents on Salesforce Core CRM functionality to streamline support processes. I led the redesign of this training to significantly reduce its duration while maintaining engagement and effectiveness.
The Problem
The original Salesforce Core CRM training spanned 4.5 hours, primarily delivered through instructor-led sessions. This lengthy format included "nice-to-know" information that could be accessed later in a knowledge base, unnecessarily extending training time. My primary goal was to cut training duration, reduce costs, and get agents operational more quickly without sacrificing essential learning outcomes.
The Solution
I spearheaded the transition from instructor-led training to a self-paced, interactive eLearning course. I prioritized need-to-know information by partnering with subject matter experts (SMEs) to omit non-critical content and transferred supplementary details to knowledge base articles for real-time access. Inspired by platforms like Udemy and Coursera, I structured the course using a modular, MOOC-style format. I also employed a "Show Me, Try Me, Test Me" approach, where learners first watched micro-videos demonstrating key Salesforce features, then practiced through hands-on activities, and finally completed assessments to confirm their understanding.
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Key Course Features
Self-Paced Learning: The course allowed agents to complete training at their convenience while adhering to deadlines.
Targeted Content: The training focused on essential skills, with "nice-to-know" information reserved for just-in-time support.
Microlearning Videos: I created concise demonstration videos to introduce learners to key Salesforce features.
Interactive Simulations: Using Articulate Storyline, I built "Try Me" activities where learners practiced real-world scenarios, followed by assessments to test their understanding.
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Action Mapping
I collaborated with SMEs to identify core Salesforce features agents needed to master, ensuring the training focused solely on high-impact, relevant content.
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Design Process
Text-Based Design Blueprint
I developed a detailed design blueprint, crafting performance objectives based on Bloom's Taxonomy. I created assessment questions aligned with these objectives, ensuring a clear connection between learning goals and evaluation. The assessment guided the design of video content, scenarios, and interactive exercises, creating a cohesive and targeted learning experience.
Using the blueprint, I conducted an in-depth review with SMEs to differentiate between essential content and non-critical "nice-to-know" information. This analysis was key to streamlining the training and reducing completion time. Based on these insights, I restructured the training to minimize duration while ensuring all critical knowledge was retained.
Interactive Prototype
After blueprint approval, I developed a rapid prototype using Articulate Rise. The self-paced course offered an intuitive, user-friendly interface. The prototype featured:
Modular Learning: Content was divided into bite-sized modules for focused learning.
Video Demonstrations: Walkthrough videos were developed using Snagit and Adobe Premiere and embedded in Rise.
"Try Me" Activities: Developed in Articulate Storyline, these simulations allowed learners to practice and were embedded in the course.
Automated Feedback: Learners received instant feedback, helping them assess their understanding in real-time.
Interactive Quiz: reinforced learning and tracked progress.
Full Development
Once the prototype was reviewed and approved, I efficiently transitioned to full development, ensuring a timely launch.
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Results
The redesigned training achieved remarkable outcomes:
83% Reduction in Training Duration: The original 4.5-hour course was condensed to around ~45 minutes without compromising content quality or learner engagement.
Cost Savings & Speed to Competency: Reduced training time saved on training costs and accelerated agents’ readiness to support customers using Salesforce.
Improved Learner Experience: The self-paced, interactive format led to high engagement and retention, preparing agents to confidently use Salesforce Core CRM functionality in real-world scenarios.
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