Blended Learning for Customer Service Training

Course Type:  BUSINESS SKILL TRAINING

Purpose:  Enhanced the in-classroom learning experience by adding online interactive challenges at the end of each class.  This game-like learning assessment kept the learner engaged while testing their knowledge gained on the topics covered in class that day.  Completing these challenges not only counted towards a participation grade but it also became a fun competition to see who earned the highest score at the end of the 7 week class.  The top 2 highest scores won a prize.

Learner Audience:  Young adults (aged 18-24) who are participating in a 21 week workforce development training program designed to teach them the necessary business skills needed for their internship assignment with corporate partners. 

Platform:  Articulate Storyline 360

My Role:

  • Instructional design –Created the concept, content and visual elements for the game-like learning assessment based on the in-classroom course content.  Designed the entire curriculum for the in-class training.
  • Project management – created project plan and ensured that the enhanced learning materials launched in time for the next class starting in Fall 2017.
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interactive quizzing

Tests the learner's knowledge based on the content taught in class and provides immediate feedback.

 
 

Game-like Learning

Using visual elements like color, fonts, characters, expression, poses along with tracking points to keep the learner interested and motivated to earn a perfect score.

 
 

Curriculum Design

Designed an interactive curriculum for instructor-led training which seamlessly flowed into creating blended learning content for continued online learning.