Bryan Designed It

Introduction

Narrative

Examples

Identify & Define

Make it Stick with Questions

Recap

(Before) Macro Learning

(After) Micro Learning

(Old) GX Academy

(New) OS Academy

Results

Successful mission completion resulted in improved SLA metrics, timely new recruit onboarding, and positive agent feedback.

Lessons Learned

Understand the team’s workload to establish a more feasible timeline and vice versa.
Ask for feedback early and often.
Leverage any information to your advantage.

SLA Metrics Before

SLA Metrics After

Google Shopping

E-Learning Course

Google Shopping

E-Learning Course

Google

•

2018

In 2018, Google Shopping Express (GSX) functioned similarly to Amazon, handling sales and shipping from Google and business-operated fulfillment centers. Operation Support agents were crucial to this process, responsible for resolving all handling, fulfillment, and transportation issues.

Role

Lead Visual Designer

Responsibility

UX/UI

Visual Design

Instructional Design

E-Learning

Exceed LMS

Problem

Operational Support (OS) agents were consistently missing Service Level Agreement (SLA) targets, leading to prolonged onboarding times for new agents. To address this, I was tasked with developing an e-learning course on the Exceed LMS platform, aimed at improving OS agent performance and reducing ramp-up times.

Research

To ensure the e-learning course effectively addressed OS agents' SLA challenges, I conducted independent research. My findings are outlined below.

Università di Roma

TLDR: User's don't retain unenforced information

Memory Research

Within 24 hours, we forget ~ 40% of new info
Within 48 hours, ~ 60% of new info
Within 1 week, ~90% of new info

Proposed Learning Methods & Course Structure

Proposed Course Structure

My research informed a course structure based on two key principles: microlearning, for digestible content, and just-in-time learning, to deliver relevant information precisely when needed. These principles guided the course design, as illustrated in the example.

Course Storyboard

Collaborated with the OS manager and PM to develop a curriculum plan and course content. However, outdated and missing content led to initial deadline delays. To address this, I engaged relevant Subject Matter Experts (SMEs) via the working document, established clear deadlines, and proactively followed up on outstanding items, while simultaneously progressing with existing content.

Course Revamp

Audit old courses and implement Material Design System:

Typography
Illustration
Animations
colors
Recorded Voice Overs

Designed New Course Features

Bookmarking
Progress Bar
Resource tab
Query Search
Learning Games