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New Consultant Training
An xAPI-Enabled Scenario-based eLearning Experience
This scenario-based eLearning experience trains new writing consultants to optimize their writing consultations. It provides consultants a basic rubric for how to work with writers in a non-directive, non-evaluative manner during day-to-day sessions. I implemented xAPI with JavaScript to track learner behaviors.
Audience: New writing consultants working at a university writing center
Tools: Articulate Storyline 360, Adobe XD, Adobe Illustrator, JavaScript, Visual Studio Code, MindMeister
Problem & Solution
The client is a writing center at a large, public university. This client reached out to me because new writing center consultants were having difficulty handling the many moving parts of a writing consultation.
University writing consultants wear many hats: they must assess writers' goals and conduct the consultations in accordance with the writing center's non-directive, non-evaluative policy. Consultants must also establish rapport with their writers and be sensitive to their emotional investments in the writing process. Finally, consultants must reasonably address writers' goals within a 45 minute time frame.
Unfortunately, new consultants were having difficulties executing all of these job responsibilities. This resulted in less productive consultations.
I recommended scenario-based eLearning that simulated a writing consultation in a low-stakes environment. Scenario-based eLearning also allowed consultants to visualize consequences of common errors as well as the benefits of ideal approaches. Showing the consequences and benefits will help them avoid making mistakes on the job.
The client understood the value of this eLearning experience and greenlit the project.
Process
After working with the client to determine the issues related to consultant performance, I met with several Subject Matter Experts (SMEs), including seasoned consultants and administrators. We defined the goal of the project and discussed the specific steps needed to optimize consultants' overall performance on the job.
With their input, I developed an action map to detail the important features of a writing consultation. Thereafter, I created a text-based storyboard. I also used Adobe XD to create the visual mockups for the learning module and Adobe Illustrator to customize the visual assets.
The storyboard helped the client to visualize how the project would come together as a narrative with actions and consequences. With their approval, I then created an interactive prototype in Articulate Storyline 360 and -- after incorporating their feedback -- developed the entire project in Articulate Storyline 360.
Action Map
Working in tandem with my SMEs, we developed an action map to determine the most important job tasks that consultants needed to be aware of and complete during their sessions
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The client approved this scenario-based eLearning module to guide the new consultants through a consultation with a writer. I then moved forward with the creation of a text-based storyboard.
Text-Based Storyboard
The storyboard reflects a scenario-based learning module in which the learner is presented with a situation and a question. The learner will also be presented with two or three possible actions given the situation. There is one correct response and two less than ideal responses.
If the learner chooses correctly, they will see a positive response and be allowed to move through the scenario. If they choose a less than ideal action, they will see a consequence that will prompt them to try again. Before progressing through the consultation, they will be taken back to the question. There is a mentor function available for each question, which allows the learner to seek additional assistance before choosing an action for each question.
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Visual Mockups
Adobe XD & Adobe Illustrator
The visual mockups for this scenario-based eLearning module utilized the university writing center's brand color. I also included additional supporting colors as well as complementary typefaces and engaging visual assets.
Color Scheme
For this project, I created custom visuals and manipulated existing assets using Adobe Illustrator. I also customized characters, buttons, scenes and graphics to achieve a clean, modern, and vibrant look.
Mentor Visual Asset
Icon Visual Assets
Scenario-slide Visual Assets
After mocking up the visual assets, I began to create layouts for the title page, mentor prompts, scenario slides, multiple choice questions, and consequence slides.
Interactive Prototype
Before building out the entire module, I created a rapid prototype for the client consisting of the setup and situation, the first scenario, and first question.
Client feedback about user experience, design and content helped me iterate and modify this project.
The client wanted to pare down the text throughout the module. They also wanted to eliminate additional slides between consequence slides and subsequent scenario slides. Removing these slides was suggested to improve the momentum of the module.
Additionally, the client wanted a more intuitive design for the consequence slides. I modified the colors and added graphics with animations so that the user could know without a doubt whether they chose correctly or incorrectly.
After these features were adjusted, I showed a new prototype to the client and - after their approval - began to develop the final product in Articulate 360.
xAPI, the LRS, and JavaScript
Tracking learner experiences and collecting user data was important for the purposes of this project, so I implemented custom xAPI to track choices and determine relevant metrics throughout the scenario. This helped show the client where their employees were struggling the most with executing their job responsibilities.
I collected data about when the user initiated the course. I also collected data about how consultants answered the multiple choice questions and how many times they utilized the mentor prompt.
The LRS would capture a true statement each time the user answered a choice correctly. Additionally, the LRS would track the user score each time they answered correctly, increasing the score by one point with a maximum possible score of seven.
Tracking how many times the user accessed the mentor prompt helped the client identify 1) whether this was a useful feature of the course and 2) any potentially challenging questions or topics to revisit in continuing training for consultants.
Full Development
The final eLearning module was developed using Articulate Storyline 360. I created engaging visuals using Adobe Illustrator. I also added a certificate, which users acquire when they complete the module. The certificate includes their name and the date of completion.
Before launching the project, I piloted it with a small group of new hires as well as the client so that I could acquire feedback and make any necessary adjustments. Final testing revealed minor glitches with slide continuity as well as adding additional clarifying content on the scenario slides.
Beta-testing the module ensured that the module was ready for deployment across the university writing center.
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