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Analyzing the clinical learning journey for new-hire sales representatives.
Analyzing the clinical learning journey for new-hire sales representatives.
- Visually diagram the steps in the learning journey
- Indicate the details of the surrounding training ecosystem that learners are expected to navigate
- Make the issues visible so that the scope can be more readily understood
- Direct links to resources housed in other systems
The challenge:
A very complex training program that overwhelms learners. Feedback consistently mentions that there's so much information it's difficult to retain it after the program ends.
The analysis path:
Create a visual map of the sales training program, focusing on the clinical aspects, including the details of assignments and events as well as surrounding support systems that learners and trainers rely on throughout the program. Making issues visible helps the team understand the scope involved and facilitates brainstorming improvement interventions.
My Role
My Role
As the instructional designer and lead on the project, I collaborated with cross-functional teams to collect the current clinical and sales training program documents, such as schedules, assignments, and measurement tools. I diagrammed each element of the program and learning ecosystem, highlighting where I discovered issues that negatively affected learner experience.
Once the diagram was complete, I led a brainstorming session with my teammates to discuss options for improving the program effectiveness, efficiency, logistics, and cognitive load.
Applicable Skills
Applicable Skills
Instructional Design
Content Curation & Organization
Project Management
Relationship Management
Communication
Teamwork and Collaboration
Tools
Tools
Digital whiteboarding:
Miro
Zoom whiteboard
Lucid Spark
Findings & Recommendations
Findings & Recommendations
Too many systems serving the same function - recommend using performance support systems available on-the-job wherever possible
Overloaded first day assignments
Structuring topics into branches aligned with learner needs on-the-job may improve training effectiveness and reduce cognitive load
Topic interleaving may improve training effectiveness
Move more advanced information and activities into a later program to limit the immediate new-hire program to what is needed first on-the-job
More opportunities to practice on-the-job skills may improve training effectiveness and retention
Complex procedure materials are being assigned unnecessarily without guidance
Inconsistency between instances of the program makes measurement and evaluation of program effectiveness difficult
Project Challenges:
Project Challenges:
Complexity of content and ecosystem
Inconsistency between instances of the program
Next Steps:
Next Steps:
Create a proposal for program improvements to share with stakeholders.
Impact:
Impact:
Clarify issues that negatively impact learner experience, retention of information, and application of job skills.
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