Characters

Call Center Software Training

August 16, 2014 By Jackie Van Nice 4 Comments

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This week’s Articulate challenge is to share ideas for call center training, so I shared a sample of call center software training I did awhile back.

Context Included

In the original I included scenes to demonstrate why the customer would be calling and why it’s so critical that you’d be able to help.

Since this is a re-branded and re-industried piece it would take too long to recreate all of that, but to give you a sense of that approach I included an illustration of the lead source presentation. Beats a bulleted list any day.

More Than a Screen

The other idea was to wrap a little bit of context and interest around what would otherwise be a featureless computer screen. It had to be simple, so I just carried the characters right onto the screen.

See it in Action!

Though it’s a small sample, you’ll get the idea. The voiceover has been removed, but the transcript is in the player if you’d like to see it. Here it is!

Do I Have To Learn Everything Right This Second?

July 24, 2014 By Jackie Van Nice 14 Comments

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This week’s Articulate challenge is to create an interactive organizational chart or a “meet the team” sort of thing. Org charts and the like bore the heck out of me, but I like the idea of introducing someone to their new team or job, so I went with that.

How Did We End Up On Vacation?

When you start a new job, you’re a stranger in a strange land. All I did was apply that situation to visiting a new place rather than starting a new job. In either situation, you need to get your bearings and figure out what’s going on very quickly.

Chunking By Importance

In this case I sorted the information by relative importance, but in a work environment it could be sorted by task or department or time increment or anything else. The idea is to break it into chunks that have more meaning and don’t have to be accessed all at once, since information overload is as good as no information at all.

The Interaction

I had planned on (and spent way too much time on) fleshing out the detail at the end. As time ran out I trashed all of that and fleshed out the front end instead. It was the right thing to do and it ended up being a good demo of how to present information like this – including how to present it in context and at the point of need. I like it.

Ready to Navigate Your Vacation?

If so, feel free to take this demo out for a spin!

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The Downside of Leaving the House: A Video Diary

July 17, 2014 By Jackie Van Nice 28 Comments

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This week’s Articulate challenge is to create a training video with your smart phone. In my defense, I’ll point out that only the phone was required to be smart.

What Happened

I had the innocent idea of showing how people like me who spend all their time in home offices breathing in more highlighter fumes than fresh air – (which may explain a lot, now that I think about it) – can bust out. I planned to shoot on nearby Hilton Head Island.

When I mentioned this to Dan, in the interest of getting his help filming the drive, he immediately said “and it’s the perfect chance to use this guy!” What happened after that is kind of a blur.

Video Lessons Learned

I used my iPhone with no additional apps and made edits on the desktop in Pinnacle Studio 17 before popping it into Storyline. I learned:

Lighting is never easy.
Shooting in direct sunlight makes seeing the viewfinder nearly impossible.
Shooting in gale-force winds while sand is being whipped at the device will lead to unusable audio, among other things.

The Storyline Piece

Framing the story felt much harder than framing the heinous video for some reason. I ended up liking the time-lapse drive to the island and the layout I designed to view the different video clips. I’d like to use those ideas in other projects.

My favorite part might be the souvenir photo at the end since it sums up the absurdity quite nicely.

If You Must

If you really want to see this, you can check it out right here.

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Can You Motivate This Monster?

June 29, 2014 By Jackie Van Nice 4 Comments

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This week’s Articulate challenge is to create a quiz about an instructional design concept. I decided to create a quiz about Dr. John Keller’s ARCS motivational design model.

The Idea

As I brainstormed (heh-heh) how the heck to do it, I thought of the most basic concept of motivation, which is to spur the learner on: Provide him with a jolt of electricity, if you will.

The next thing I knew, Boris Karloff was staring at me as I carefully wired him up to car batteries. You just never know where a challenge will take you.

The Interaction

The idea is that you choose an appropriate design option for each of the four areas: Attention, Relevance, Confidence, and Satisfaction. I made them appropriate to this learner, pulling more from Mel Brooks’ Young Frankenstein than Mary Shelley’s classic novel, but it’s all about keeping me entertained.

Feedback Screen

You get feedback whether your answers are correct (motivated monster), or incorrect (unmotivated monster). I included some quick tips in the player with a mini outline of the ARCS model to help explain and/or lead you to the correct answers, too.

So Much More

I’d love to go over the many other scenes and ideas I had for this one, but at some point I have to call it a quick demo and stop.

I’ll also mention that my AA battery > car battery > single battery cable > neck bolt electrical circuit entertains me no end. I think that’s part of what makes these challenges so fun. You do a quick mock-up and it leads to the funniest improvisations.

Try It!

If you’d like to try using the ARCS model to motivate Frank, the interaction is right here.

Sell Like Your Surfboard Depends On It!

June 15, 2014 By Jackie Van Nice 8 Comments

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This week’s Articulate challenge is to use a template to create a game. It’s actually a free template I created from a German drinking game I made for another challenge – so we know each other pretty well by now.

My Goals

I challenged myself to:

Make it potentially usable for a client.
Stay true to the template.

I’m working on an outside sales training project for a client right now, so a traveling salesperson moving across a game board and working his way towards a big prize (they’ve been known to send their top people to Hawaii) seemed spot-on.

Mai Tai Progress Meter

Waiter, there’s some freight in my drink

The biggest challenge was figuring out when to use company design elements versus game design elements. For example, in the mai tai progress meter the ice cubes were originally little cardboard packages themed for the company.

They still made clinking sounds like ice cubes, which entertained me, plus it was a great blend of company and game elements. But in the end it was a lot more refreshing and rewarding to see ice cubes amassing in my glass rather than pieces of freight. (Who knew?)

Challenge Screen

Realistic Challenges

For the challenges I used background images and realistic situations to add more context and meaning.

See it in action!

You can see my sales game right here, and if you’d like to see what others are coming up with this week, keep an eye on the comments section of David Anderson’s blog right here.

(You can play along too, you know!)