Articulate Storyline

A Program Tutorial with Simulations

The Client's Problem:

The client wanted to train new providers on how to use the proprietary software for online therapist at scale. Previous trainings that were mostly done via video tutorials and a Rise 360 course were insufficient. Providers routinely were unable to answer basic platform questions or perform many daily tasks without customer support.

My Solution:

I recognized several issues with the previous training methods. First, the training was mostly a passive experience that consisted primarily of narration and how-to videos. Secondly, the training did not test the user's ability to perform daily job tasks. In fact, the platform was not heavily featured in the previous iteration at all. No practice was done using the proprietary software at all. Thirdly, the e-learning was not supported by face to face or real time instructional opportunities for those who need it. 

I redesigned the training into 6 separate courses that systematically set the user up for success. The first module is about setting up their profile and getting ready to provide services. The second module was a test module that included software simulations in which the user is asked to perform those tasks in a simulated environment. The third focused on scheduling and administrative tasks. The fourth was a knowledge check with simulations. The fifth and sixth were focused on using therapy room tools. ​

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We paired this training with regularly scheduled office hours to provide real-time feedback and support for providers who still had questions about getting started with services and using the software. With these changes we were able to reduce training time by several days and increase passage rates on our readiness check substantially. 

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