The Joint was in the process of building a new POS to replace the outdated, proprietary legacy system they were using. The name of the project was called AXIS. I was contracted to help create self-paced, e-learning and supporting training materials for the new system rollout. This training would be distributed out to all of The Joint’s clinics nationwide.
There were two audiences: Chiropractors and Patient Greeters. Due to circumstance beyond my control, the project was scrapped, and I never got to finish, however, I do think this experience is still very relevant in building my skillset. Because of this, I was only able to create a rough template using Storyline.
Programs used: Articulate Storyline, Adobe Illustrator, Adobe Photoshop
SMEs: Chiropractors and Patient Greeters
To transition Chiropractors and Patient Greeters from the old system to the new one.
One of the first things I did was go to a clinic for the day to see how they operate and interact with the current legacy system. I wanted to understand what the process was with the current system so I could understand how to relate it to the new one. In order to write content teaching the new system I had to understand how the old one worked. Having a pretty good grasp of the legacy system, I then immersed myself in learning the new one. I was lucky enough to have access to different SMEs and was able to schedule regular meetings with them.
Unfortunately, the project was halted due to disagreements regarding its direction. I was let go while they worked out their politics.
Here's what I would have done:
I'd have gathered more information from the target learners at the clinics. I find interviews to be very revealing. The two people I did speak to had A LOT to say. Then I'd analyze the data to see if there was any patterns or other useful information. Next, I'd gather my SMEs for a brainstorming meeting. In that meeting we'd establish what tasks and/or content should go into the training (scope). I'd use this opportunity to share my findings with them. Oftentimes there's a real disconnect between employees at the corporate office and those in the retail environment. I also would take this opportunity to establish the measurement for success. Strategically, I'd recommend a phased approach to training by bringing in different groups to the corporate office ahead of the software rollout and use a train the trainer model, too.
Next thing to do is create a rough outline of the course and then a storyboard/script, which would then be reviewed by the SMEs for content and accuracy.
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