Daniel A. BrownEDET.J709

Mini-Redesign Brief and Justification

Mini-Redesign Introduction

About a year ago, my web design company took over a large e-commerce website that has a third party ticketing system used for filing complaints, upgrading from a retail to wholesale account, etc. The current training material was created about three years ago and the software in question has been upgraded and customized significantly since then. Currently, I have to answer several questions a month and new customer service representatives that deal solely with the ticketing system are struggling due to the current documentation created by the past development company.

Analysis:Learning problemThe Powerpoint used to guide new customer support representatives is archaic and does not contain the basic information needed. New customer support representatives often contact the IT department to say that they need the link to the help desk or that they do not know how to set up a predefined response.

Goals and objectives1. To provide learners (basic support staff) on how to complete their required

job functions of creating and updating tickets and setting up predefined responses in the help desk system.

2. To provide learners with the basic knowledge on how to respond to tickets.

Audience needsThe main audience for the training is 18-30 year old individuals with limited to advanced technical knowledge. The training was created to provide basic guidelines on how to use the system as well as their expectations.

Existing knowledgeMost of the audience will have basic computer knowledge and for new employees this will most likely be the first time they use a ticketing system.

Learning environmentThe training will be given face to face when new classes of support analyst are trained. The Powerpoint will also be available on the learner’s desktop.

ConstraintsThe main constraint is that training was not self explanatory. Most new employees are trained on a Friday and start work on the following Monday morning. Within

those few days the content is no longer fresh in their minds and the content is hard to follow by itself.

Delivery OptionsThe lead customer support representative will deliver the content in the company’s main facility. A copy of the slides will be installed on the users desktop for future reference.

Design:Learning objectives

1. Once completed, learners should be able to have the basic knowledge on how to create and update a ticket.

2. Learners should also be able to create a canned response that can be reused for issues that may reoccur.

3. After training, learners should be able to easily reference the documentation to answer their basic questions.

Knowledge DomainThis is a beginners training to outline the basis of using the support system.

Targeted Learning ProcessesThe training was designed to teach the learner the basics of using the ticketing system with an instruction and then explanatory enough to use on their own when they are working in the system by themselves.

Graphic DesignThe main goal was to keep the presentation simple with relevant screenshots of the current page being referenced.

ContentThe subject matter experts provided the content. The subject matter experts included a technical liaison as well as the human resources director.

Development:

New Training Old Training

Revision 1: Changed the title of the presentation. Rationale: Clark and Mayer’s Initial Learner Motivation Principle references

Revision 2: The overall theme was changed. Originally the training consisted of a white background with black text and random clip art. Rationale: The Gestalt Principle of Similarity. “Similarity occurs when objects looks similar to one another.” Now learners associate the objects together as a group since they use the same template.

Revision 3: Removed all clip art. Rationale: Zen’s Garr Reynolds recommended getting rid of clipart and line art because it is too familiar with the audience and it makes it look less professional.

Revision 4: The original slide had too much content and was not explained well enough.Rationale: Cognitive theory of Multimedia and Coherence Principle. Images were added to the slides and the content was broken up into different slides with better explanations.

Revision 5: Make the slides more visually appealing and provide better contentRationale: Motivation theory shows that learners are more attracted to training that is more visually appealing and entertaining.

Revision 6: Added screenshots to the presentation.Rationale: According to the Cognitive Theory of Multimedia, screenshots were added. The original presentation only included clipart so screenshots were added to the relevant slides to better demonstration the concept on that slide.

Revision 7: Created a more detailed slide.Rationale: The Adult Learning Theory was applied since most of the audience was adults and are able to easily read the instructions. Previously not enough information was presented and learners relied on everything.

Revision 8: Changed all bullet types to be the same.Rationale: The Gestalt Principle of Similarity would not have went along with using several

different bullet styles throughout the presentation.

Revision 9: Added additional slide to explain the original one better.Rationale: According to the 25 Scientific Principles, the additional slides were added to provide learners with more in depth instructions to help increase learning.

Revision 10: Chose appropriate fonts and colors.Rationale: Garr Reynolds Top Ten Slides say to use color and fonts well. The new theme does this exceptionally well since it is no longer a boring black and white color scheme.