Project
Dick’s Sporting Goods Partnership New Process
Company
- Peloton Interactive
Date
- Oct 2022
Development tools
- Articulate Storyline
- Articulate Rise
The mission
The goal was to effectively communicate the new Member Support process following a partnership with Dick’s Sporting Goods, ensuring that our Global Member Support team could continue to provide the best Member experience. The focus was on developing a comprehensive understanding of the new customer service protocols and the measures to maintain high-quality support.
Building the concept
In alignment with the associates’ diverse learning needs and preferences, the concept centered on crafting personalized and engaging learning experiences. This was achieved through instructional strategies, interactive elements, and multimedia resources.
Using Articulate Storyline and Articulate Rise, I developed interactive scenarios to illustrate the new customer service process-flows, addressing FAQs and providing detailed guidance on navigating the updated procedures.
To optimize content delivery and engagement, button stacks and labeled graphics were integrated, offering access to up-to-date warranty information at all times and presenting complex data in a structured and easily accessible format.
Impressive result
Implementing this educational strategy resulted in intuitive and informative learning modules that enhanced the associates’ understanding of the new Global Member Support processes.
Through the interactive scenarios, learners could practically explore and grasp the nuances of the updated service protocols. Button stacks facilitated direct access to relevant information in real-time, reducing the need for extensive text and continuous content updates.
Labeled graphics, complemented by narration, enabled the efficient categorization and presentation of information, catering to visual and auditory learners and ultimately fostering a well-informed and adaptable support team.
Always design with inclusivity in mind
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