The main assignment for LRNT527 – Creating Digital Resources tasks students to build a digital learning resource of personal significance and relevance related to any combination of the following: learning, technology, design, and innovation.
To begin this process, students were asked to review Stanford University Institute of Design’s Bootcamp Bootleg and IDEO’s Design Kit which discuss a variety of methods to assist in empathizing with end users and to then select which methods would be useful for when we are designing our digital learning resource.
The digital learning resource I am planning to develop will focus on improving the current document-heavy method of training that my employer, an internet and telecommunications company, uses for new Helpdesk hires and the ongoing training of current employees.
In order to gain empathy for the user, I have chosen to use a blended Interview and Journey Map method which will enable me to gain deeper insight into how the current staff handle a customer troubleshooting call. Even though staff are all given the same training manuals, each person may tend to follow a varying path to assisting a customer on a troubleshooting call. Therefore the Journey Map will assist me in visualizing how the staff currently conduct a call and through Interviews I will be able to get deeper insights into staff troubleshooting methods, needs assessments, and improvements for company training methods.
Some challenges do present themselves for the data collection process. Since I am normally involved in the day-to-day interactions with end users and have gone through the current training myself, there are some biases based on my own learning and onboarding experience which I would like to integrate into the digital resource. I have to be careful not to impart my opinions when conducting the interviews or diagramming the Journey Map and ensure that my colleagues can provide a clear, low pressure discussion.
Another obstacle will be timing and also location. My colleagues and I all work in different offices and various shifts so the chances of a real-time in-person interview will be low. This may limit the depth of discussion during the interviews but my focus is to schedule a phone interview with my colleagues either at lunch or after a shift.
The interviews will be focused on asking the rep to describe their personal process for solving one product/service issue. It will be the same issue presented to all the interviewees. It will help give me better insight into their work processes and to get insights from their own training experience. My goal is to understand the pain points they face when troubleshooting and what various steps they utilize. From there I can then formulate a potential digital resource that will enable reps to easily locate the information needed when troubleshooting which benefits both the employee and also the customer (end user) since the troubleshooting will be more efficient.
IDEO. (2015). Design Kit – Methods. Retrieved from http://www.designkit.org/methods
Stanford University Institute of Design. (2016). Bootcamp Bootleg. Retrieved from http://dschool-old.stanford.edu/wp-content/uploads/2013/10/METHODCARDS-v3-slim.pdf
July 3, 2018 at 1:24 pm
Your objective will certainly yield a repository of knowledge that shall be very valuable for the immediate future of help-desk employees. The mixing of the empathy methods like the Journey Map and the Interviews seems to be a good approach since it will provide you with a wider view of possibilities to progress towards your goal. Cheers & good luck!
July 4, 2018 at 10:11 pm
This sounds fascinating Gavin. Have you also considered getting staff members to record their conversation as they troubleshoot through this problem, in order for you to get perspective on how they’ve dealt with it as well as their own reporting of the process? This may be tough, but may give you more of an objective view on how they actually deal with it. Do you also have access to feedback from clients about which approaches from a customer service perspective are most helpful? This may also benefit you when building your training. I like your Journey Map idea for sure, as well as gaining multiple perspectives in order to optimize what you suggest in your new training resource. I wish you luck with keeping the pressure off as well.
July 4, 2018 at 11:05 pm
Thanks Stu for the feedback! It’s appreciated. Unfortunately, I’m not able to get voice recordings or customer feedback at the moment but they are intriguing options for down the road if this resource gets a green light from management to encompass all the services. At the moment, it has to be bare bones and a bit of a rough prototype to prove it out…but you never know! Cheers man and hope all is well.