Coaching Reinforcement Chatbot

Project Description

Produtivv (Pseudonym) developed messaging to be delivered via chatbot aimed at reinforcing learning content from a coaching program.
My Role

As the Lead Learning Experience Designer, I led the learning experience design and development of this project.

About Company

Productivv (psudeunom) is a fully remote organization that allows end users to integrate the web applications they use.

The Challenge

After piloting a 4-week, Coaching for Performance workshop through 3 cohort cycles, the learning team at Productivv received feedback from learners about their inability to remember and apply their coaching training when they returned to the job.

The Opportunity

Productivv investigated opportunities to support workshop attendee’s ability to remember and apply their coaching training when on the job.

Approach

Performance Definition

As the Lead Learning Experience Designer, my first step was to better understand the performance problem taking place. I conducted a rapid performance analysis that focused on the following questions:

  • Who is the audience? What is the location and population size?
  • What are their demographic factors?
  • What level of knowledge do they possess?
  • What is their work environment like? What are their attitudes towards training and learning?
  • What performance is taking place?

The primary audience were managers with direct reports inside of Productivv.

Goals and Objectives

After I had a better understanding of the performance problem, I reviewed existing course materials from the Coaching to Performance workshop and GROW Coaching Framework to gain additional understanding of the course objectives and content.

After attending the Coaching to Performance workshop, attendees should be able to:

  • Recognize opportunities to coach others in their work life
  • Ask open-ended questions and demonstrate active listening techniques
  • Use the GROW model to structure meaningful coaching conversations

With the workshop goals in mind, I quickly began to align around the following opportunity areas:

  • How might we assist learners in remembering and applying what they learned when they return to the job?
  • How might we highlight the most important information to reinforce to learners?
  • How might we propel learners to action?

Ideation/Design

I utilized best practices related to cognitive load theory, content chunking, and the forgetting curve to identify what pertinent information would be relevant for learners.

Due to Productivv being a fully remote company, I chose to structure content in the form of 3 reinforcement messages that would be delivered via Slack chatbot during a 3 week time period (one message per week). I chose this format so that each message would correspond to a single learning objective from the original Coaching to Performance workshop.

I structured the messages in the form of tooltips so learners would be able to easily apply them on the job. My vision is that the learners would be able to interact with the chatbot and discuss their experiences using the techniques during employee interactions.

Additionally, I also incorporated some references to Mindful Leadership practices to help enforce the influence that self awareness plays into coaching interactions between employees and their managers.

Furever App for Cat Shelter Volunteers

Click here to view the full project.

Project Description
The Furever App is a team project that I worked on during my time in Boise State’s Organizational Performance and Workplace Learning (OPWL) masters program. 
My Role
As a contributing Learning Experience Designer on this project, I worked on analysis, design, and prototype development along with three other students.

The Challenge

Volunteers at the Idaho Humane Society struggle feeling confident while matching cats from the shelter to their forever homes. Current adoption rates of cats in the shelter are at 73%, and it is not uncommon for adopted cats to be returned at a later date. The shelter hopes to increase adoption rates to 85%. 

The Opportunity

The project team has the opportunity to create support resources to help volunteers match cats to their forever homes.

Mixed Methods Approach

Analysis: Our team sifted through over 200 pages of research consisting of volunteer interviews, surveys, and observations. We also conducted interviews to identify common issues among animal shelter volunteers.

Mission Statement: Based off of our research, the team conducted a brainstorm to generate possible opportunities to help the shelter volunteers. From there, we developed a mission/vision statement to guide our project.

CatVolunteer_WildIdeas
Learning Experience Statement for Cattery Volunteers at Idaho Humane Society

Empathy Map: We created an empathy map based on the research of our learners. This activity allowed us to consider who are learners were, what they’re doing, seeing, saying, hearing, thinking, and feeling.

CatVolunteer_EmpathyMap
Low Fidelity Empathy Map for Idaho Humane Society Cattery Volunteers

Learner Persona: Next, we created a learner personas for a segment of our volunteer group. This activity gave us a better understanding of the backgrounds, goals, and characteristics of our learners.

CatVolunteer_Persona
Higher Fidelity Learner Persona for Sharon

Journey Map: Next, we created a learner experience journey map for our learner persona. The journey map provided us with a better understanding of the different phases of learning volunteers go through and the tasks they performed. The journey map was used to identify where potential solutions could be incorporated.

CatVolunteer_JourneyMap
Higher Fidelity Journey Map for Sharon

The Furever Home Web-Based App

The outcome of our project was a low fidelity prototype of The Furever Home Web-Based App. The app would support the volunteers throughout the adoption intake process and enable them to provide effective, efficient, and customer-centered intakes.

Volunteers can use the app on their mobile phone or tablets. The app incorporates volunteer tools such as an intake questionnaire, job aids on cat and animal behavior, animal care and safety information, and customer service. The app also incorporates a digital badging component that tracks how many successful adoptions a volunteer has assisted with and encourages them to mentor and coach other volunteers in the shelter.

CatVolunteer_Prototype
Higher Fidelity Prototype of The Furever Home Based Web App

SaaS Learning Strategy

Click here to view an overview of the learning strategy.

Project Description

During Fall 2017, The Predictive Index was looking to expand its product offerings to include in-product digital learning experiences.
My Role

As Lead Learning Experience Designer, I conducted discovery and strategy research to identify potential opportunity areas related to this product space.

About The Predictive Index: The Predictive Index is a talent optimization company that businesses use to hire, inspire, and retain talent inside of their organizations. 

Approach

I conducted customer interviews to gain insight into users’ motivations, pain points, and identify opportunity areas for the product. I also led brainstorming sessions with internal stakeholders to determine where learning experience design fits within the whole product vision.

Outcome

The result was the creation of a mission statement as well as a rollout strategy for how The Predictive Index intended to deliver delightful digital learning experiences to their customers. As of early 2018, multiple learning experiences have been live and contributing to the whole product vision of the company (SaaS + eLearning + Workshops + Consulting).

LXD_KnowDoFeel
Learning Experience Brainstorm (Know, Do, Feel)
LXD_MissionStatement
Learning Experience Mission Statement

Conflict Resolution eLearning

 Click here to view the course.

Project Background

Resolving Workplace Conflict is a 7-minute eLearning module that I worked on while completing my Workplace eLearning and Performance Support Certificate with Boise State University.
My Role

As the Lead Learning Experience Designer, I led all learning design and development on this project.

The Challenge

During 2017, I enrolled in a Principles of eLearning Course while completing my Workplace eLearning and Performance Support Certificate with Boise State University. The class culminated in a final assignment where students were able to develop a scenario-based, interactive eLearning lesson focused on a performance problem of our choice.

The Opportunity

Due to my experience working full time at The Predictive Index, I had witnessed first hand the value that self-awareness can bring to workplace dynamics. With that in mind, I chose to focus my eLearning project on a hypothetical scenario involving workplace conflict resolution.

Approach

As the Lead Learning Experience Designer, my first step was to better understand the audience. I conducted a rapid audience analysis that focused on the following questions:

  • Who is the audience? What is the location and population size?
  • What are their demographic factors?
  • What level of knowledge do they posses?
  • What is their work environment like? What are their attitudes towards training and learning?
  • What is the performance problem taking place?

I landed on a target audience being managers inside of small to medium sizes businesses.

Course Goals and Objectives

After I had a better understanding of the target audience and performance problem, I aligned around the following course goals and objectives.

The goal for this course is to:

  • Increase learner’s awareness of negative impacts that conflict can bring to the workplace
  • Enhance learner’s ability to recognize workplace conflicts
  • Arm the learner with communication techniques to help resolve workplace conflicts

After completing the course, learners will be able to:

  • Identify the behaviors and warning signs of workplace conflicts
  • Discuss the negative impacts that workplace conflicts have on organizations.
  • Demonstrate appropriate steps to help resolve workplace conflicts

With the course goals and objectives in mind, I utilized best practices related to scenario-based learning, assessment strategy, and learning engagement practices to create a course blueprint. The course blueprint outlined the topics, course resources, and overall assessment strategy for the course.

Click here to view the course blueprint.

Course Prototyping

With a course bluerprint in hand, my next step was to develop a storyboard for the course. Through this process I was able to think about the instructional flow of the eLearning course, on screen graphics, and audio narration.

Click here to view the course storyboard.

The Outcome

The outcome was the creation of a 7-minute eLearning module focused on resolving workplace conflicts.

The course begins with a scenario created in GoAnimate. The goal of the scenario was to introduce learners to what an ineffective workplace conflict looked like and demonstrate the need for conflict resolution techniques in the workplace.

ConflictResolution_Title

After the scenario, learners are introduced to tactics and techniques that can be used to help resolve workplace conflicts.

ConflictResolution_Example

After the lesson, the module concludes with a formative assessment that allows learners to test their knowledge.

ConflictResolution_KC

After each assessment question, the learner is provided with non-evaluative, specific, and timely feedback to help support and deepen their understanding of the learning content.