Uber
This is a mockup project designed when I applied for the position of Senior instructional designer at Uber back in Nov 2020.
Stakeholders
Uber
Audience
HR recruiters / course designed for 500 Uber customer agents
Responsibilities
Instructional Design, Needs Analysis,
Storyboarding, Visual Design, Mockups, eLearning Development, Evaluation
Tools
ADDIE design model, Rapid ISD Model, Bloom’s Taxonomy, ABCD design, J Phillips’ ROI, Rapid authoring tools such as RISE 360 ensuring SCORM Compliance
The problem
The assessment stated the problem as the agents needed to have a training about 5 Uber products and master them to get their job done. As an instructional designer I had to build one e-learning module. Once the learning gap identified, I had to define the learning objectives, the learning plan and decide on which kind of format to use all the way down to the evaluation process.
The solution
As I worked in the Learning & Development team already, I was familiar with operations and the data driven KPIs. I decided to create an asynchronous e-learning solution after defining the learning objectives. The overall goal was to increase knowledge and develop cognitive skills and make it interactive and shareable with stakeholders if any improvements were needed. The Rapid Design E-learning format of RISE 360 was the most adequate way for me. Indeed, it’s was a tool already used by stakeholders in the learning team. It's also quite user friendly for experts or for beginners. It gives fully responses and optimizes the reading from any type of device.
Timely, once the design and development phases validated, I advised for an implementation within the following week. For 500 customer agents this would last 2 weeks to 1 month considering the short and simple content.
This module could be reused, already filled out with proper information & only need for updates.
My process
Once the solution was cleared, I used Instructional theory to create a beta testing prototype on RISE 360. For the script I chose informal & conversational tone adapted to the company's culture and L&D experience I already had there. Then I decided to strengthen my skills on instructional design by putting my hat on the job requirements and map it out.
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Action Map
At this point, I wanted to map my actions and assets to make sure that I would reach the pedagogical objectives. I used the action map to follow up every steps of the ADDIE model.
It was also very helpful to emphasize the PMO role of an ID and the key concepts to deliver the best learner oriented experience.
Text-based storyboard
To create the learning objectives I used the Bloom's taxonomy and knowledge about Uber's operations as the instructions did not share any content nor curriculum.
Here is a sample of the storyboarding I used to build the e-learning mockup:
Visual Mockups
At this point, I had designed the whole course content of the 6 modules composed of scenes/screens. Once the storyboard was completed I designed the whole module on RISE from the welcome page to the evaluation and closing page. I added communication wording to engage the learner into the company values, using observation of best practices behavior when I worked there.
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Prototype & full development
In this particular project, I was applying to a job position so I was also the client and I asked instructional designers I know about the first version of the prototype, asking them to take simulations course. Once I was satisfied on the fluidity, user friendly experience and learning objectives, activity, quiz were structured in a clear path I decided to pursue and publish the module.
Takeaways
I really wanted to share this project here because it was for me one of the steps that just confirmed my love for instructional design. I also wanted to put an example of mock-up built up for an assessment, where the audience is a bit different than working with a client but where the stake was really high for me. Even if I was not selected for the position of Senior Instructional Designer I received great feedback from the recruiters and the Senior L&D manager.
From this experience I decided to make the right steps to embrace what is today a career that I love.
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