Salesforce Redesign
A large project that required the support of many Stakeholders and Collaborators to design a cascading training experience that prepared an entire team for a major system update.
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Each E-learning was built with knowledge checks to measure and check learners’ understanding of the content, as well as resources learners could use when the new CRM launched. Additionally, a survey was added at the end of each course to review and iterate the content.
I worked in collaboration with my colleagues to determine the best approach to train the current group or learners ahead of this new CRM launch. Some of the guidelines we were given ahead of the launch to consider when we created our training curriculum was:
Scheduling: The audience we were creating the training for had limited time and availability to complete the training.
Timeline: The team had a shortened timeline but had to present our training to fit in the shortened amount of time given to learn the large changes happening to their CRM.
Diversity: Our audiennce consisted of many teams under a segment of the company’s customer service umbrella - each with a unique team scheduling need.
To accommodate these guidelines, the bes solution to train the team would be a ‘drip campaign’ consisting of multiple training modalities would be the best solution. The drip campaign allowed us to use the timeline we had to cascade the large amount of new changes to the CRM to our audience without having them overloaded at a single training time.
This allowed me and my colleagues to create a training program with multiple modalities that allowed flexibility in training, minimal impact to the business, and still allowed for the audience to learn the new CRM and workflows that accommodated the updates.
My role was to work alongside my CX Colleagues to develop a cohesive vision and story that would be integrated within the Meeting-in-a-box and carry through each E-learning course learners would complete. I was also in charge of developing the E-learning courses that learners would take over the two weeks leading up to the launch of the CRM.
I used interactive tools to retain learner engagement as well as the space to practice navigating and completing workflows. Learners would not have access to a sandbox environment to practice and navigate on their own.
I also created supportive materials using Canva that learners could download and use when the new CRM launched. These one-pagers were uploaded directly into the course through Easy Generator and made available for learners to download directly to their work computers
I developed a series of E-learning courses using Easy Generator that would build on top of one another - teaching learners about the new UI as well as the common workflows they would be required to know. I used screenshots of the new UI and interactive tools within Easy Generator to teach learners how to navigate common workflows.
Screenshots of the CRM sandbox made the most sense in this case due to the shortened timeline and constant changes to the UI during the design phase - video would have taken too much time for the number of edits required to keep it up with UI and workflow changes. Additionally, the sandbox was only reserved for teams creating the new CRM to use, which meant learners would not havce access to a sandbox they could navigate the system and learn about it nuances and workflows before the system was launched. I collaborated alongside of the internal team in charge of creating help center articles. Together, we catalogued the workflows the teams were required to use, and incorporated them into each course I designed.
This specific project will always be near and dear to me because of the significance of this request. It would eventually replace the first-ever E-learning course I was tasked with creating and implementing. While I remember fondly of that first course, this particular project will also have significant meaning to me.
The biggest challenge I faced during this project was the shortened timeline as well as the ambiguity of the new UI and workflows. However, through constant and concise communication with my Stakeholders and SMEs, I was able to help develop and deliver a blended training experience.