How can we effectively design flexible internal-learning-experiences for working employees?
Role: Learning Experience Designer
This project aims to address the challenge of providing flexible and effective training for Uber's customer support agents who operate in different countries and cities, catering to riders and drivers with varying needs and issues. To empower these busy employees to handle their job responsibilities with proficiency, the project proposes the development of an interactive eLearning module. Specifically, the module will be designed for all Uber Customer Support agents in the United States and Canada, with the goal of providing them with comprehensive and customizable training that fits their needs and schedules. By creating an eLearning solution, Uber can ensure that its agents are equipped with the knowledge and skills necessary to provide high-quality customer service, regardless of their location or the specific challenges they face.
Goals & Outcomes
The Customer Service Agent (CSA) will have a solid understanding of different Uber products & services offered in the US and Canada
The CSA will have a solid understanding of information about events and special products offered in the country of the rider/driver
The CSA will have a clear understanding of all products and services offered by Uber in the US&C.
The CSA will be able to confidently explain the products and services Uber offers in the United States and Canada when speaking with riders and drivers.
The CSA will be able to provide accurate and timely responses to any product or service related questions or concerns from riders and drivers.
The CSA will have the ability to troubleshoot and resolve any technical issues related to Uber's products and services for riders and drivers.
Learning Objectives
Remember: CSA will be able to succinctly list all products and services offered by Uber in the US&C.
Understand: CSA will be able to describe the purpose and function of all products and services offered by Uber in the US&C.
Apply: The CSA will be able to confidently explain the products and services offered by Uber in the US&C when speaking to riders and drivers.
Analyze: CSA will be able determine the appropriateness of when to share specific information about each product, depending on audience and situation.
Evaluate: CSA will be able to assess if the rider or driver understands the information provided and if not, the CSA is able to find another approach to explaining the relevant info.
Multi-Modal Course Design
Each service Uber offers will be broken into individual learning units.
Each unit will provide greater detail on that particular service.
Each unit will include visual aids, video/animation explanations with voiceover, and text blocks.
Each unit will include scenarios, and knowledge checks.
The full lesson will end with a review and final quiz.
Customer service agents will be able to reference the full lesson and individual units at any point, even after completion.
Assessment Strategy
Pre-Assessment: Send out a pre-assessment survey to Uber customer service agents to better understand their existing knowledge and to assess improvement later.
Scenarios: The second to last slide of each individual unit will present an interactive scenario in which a CSA is explaining the Uber service to a rider or driver. The CSA will need to select an appropriate response to the scenario from pre-provided options.
Knowledge Checks: The last slide of each unit would pose a relevant multiple choice or true/false, question. The CSA will need to answer this correctly in order for that unit to be marked complete.
Final Quiz: Upon completion of the entire lesson, including all units, the customer service agent will take interactive quiz of 5-8 multiple choice, multiple response, true/false, fill-in-the-blanks, and matching questions. The CSA will need to answer all questions correctly in order for the full lesson to be marked as complete.
Screens & UX Design
Storyboard & User Flow
Strategies to expedite deliverables
Reuse branded themes and course templates.
Create microlearning courses focused on learning objectives.
Link to external articles where relevant.
Syndicate content from external sources.
Link to pre-existing relevant content that we own.
Use a cloud-based eLearning tool to manage and share updates.
Use rapid authoring tools.
Possible Iterations
Find more opportunities for interaction within the unit modules.
Leverage interactive video to make units and knowledge checks more immersive.
Integrate interactive decision making trees into knowledge checks.
Explore interactive widgets for knowledge checks and quizzes.
Consider other types of interactive quiz questions, including: Drag the Words, Select from Lists, & Likert Scale