Job Aid
Jobaid.pdfQuick Facts
Professional quick reference guide for a technical workaround
This technical problem was diagnosed, solved for, and implemented in less than two hours due to an unknown LMS issue
Customer-service and quick development was key
This QRG was embedded into the training program to alert learners of the known problem
My role: Diagnosed the problem, designed and developed the job aid
Tools used:
PowerPoint
Snagit
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Context
The problem: Soon after implementing a large scale onboarding training program, learners complained of a technical issue.
The company's LMS had updated which created a glitch with Google Chrome when running a common sales browser extension
A cohort of about 20 new sales employees were starting the training on the day this issue began.
Conditions
Due to the number of people starting training on the day this occurred, the fix for this issue needed to be diagnosed and solved as soon as possible.
Embedding the fix within the training program was the best solution for this problem.
Role
My role for this issue was to diagnose the problem and create a workaround that could be implemented quickly.
This problem put me into a customer-service role. I quickly set up virtual meetings to view the problem first hand from learners' perspectives via Microsoft Teams.
I created the QRG to concisely show the workaround as well as fit the overall look and design of the training program.
Scope
This artifact is an original document that I created in less than an hour.
It is currently being used for the Fortune 500 company (to my knowledge) to solve for the LMS / Chrome extension incompatibility.
Estimate of 200+ learners within the last 2 years. This will increase over time as company hires new sellers.
Competencies Shown:
Communication
The communication needed for this project was primarily customer-service and solution driven. Working with LMS experts, learners, and sales directors helped me solve this problem quickly.
Analysis
I worked with others to analyze and diagnose potential solutions. While permanent fixes in the LMS would have been ideal, a simple job aid alleviated the problem within the learning sequence which provided minimal down-time for learners.
Design
The layout of the artifact is designed to be easy to read and use for employees working in the field. Many of the learners were completing the larger training sequence remotely, so the design needed to be straightforward and direct. The simple three-step process with appropriate visuals solved the problem.
Evaluation
The solution was tested with several test learners before implementation. Again, this quick-turnaround product needed to be designed/developed and tested within a small window of time to provide minimal interruptions to the learners.
Technology and Media
I selected and used common technologies to provide a clear and direct message. PDF's are common in the workplace, and this example was designed to be opened within a browser for messaging and guidance to the learners. The familiarity of the layout provide learners with chunked, bite-sized directions on fixing a technology problem.
Management
For this project, I notified company leadership of the problem as quickly as I became aware of the issue. I then managed expectations of the fix and delivered a solution in record time. Managing the issue and working with learners directly was instrumental in making this job aid effective and efficient.
Personal and Interpersonal
As noted above, I worked closely with leaders and learners to solve the problem. They both appreciated the swift communication of the issue as well as the solution. Learners were able to continue through their eLearning as a direct result of this artifact.