Live Experience Design

Field Training Design

This transformative initiative shifts field training from a traditional checklist style to a standards-based live training experience guided by an eLearning course. The new method integrates in-person training and technology to support performance-based learning, enhancing interactivity and engagement, providing a structured yet dynamic learning environment. Accompanied by experienced field trainers, trainees engage in a progressive learning journey, moving from observation to practice. This approach emphasizes practical skills application, reinforced through real-time feedback and comprehensive standards, ensuring a more effective and immersive learning experience in field operations.

Checklist Style (Before)

The intention behind the training checklist was to help guide field trainers and provide a topic-based structure to better align field training with classroom training standards. The problems:

Lack of Organization and Scaffolding: They were not well-structured, making it challenging to follow a consistent training process. The checklist was also not skill-based and included general knowledge already taught in the classroom setting.
Absence of Specific Standards: The forms lacked clear standards for each topic, leading to variability in training quality and outcomes.
Lack of Accountability and Evaluation: Leadership was not able to evaluate field trainers or hold them accountable for learning outcomes.

Due to the above issues, trainees experienced inconsistencies in the information and skills imparted during training sessions.

Guided Training Experience (After)

The solution to the problems with the old field day forms is the implementation of an Articulate Rise course to structure field training. The trainee will follow along with the modules as they interact with their in-person field trainer. This solution provides:

Structured Learning Path: Organized and consistent training modules to cue and reinforce live training events with field trainers.
Clear Standards and Objectives: Each training segment has defined standards and learning objectives.
Accountability and Tracking: Progress tracking for both trainers and trainees, ensuring accountability and thorough learning.
Interactive and Engaging Content: Utilizing interactive elements to enhance engagement and retention.

The solution ensures uniformity in training delivery across different trainers and trainees.

Establishing Standards

The process of creating standards for the necessary performance skills in the new training involved collaboration with Subject Matter Experts (SMEs). Together, we reviewed all items to identify and define the specific skills and knowledge essential for high field performance. This collaboration led to a development of new training materials and standards, which were then incorporated into other training formats, such as classroom train-the-trainer sessions. This approach ensured a focused, skill-based training in the field, complemented by comprehensive theoretical knowledge imparted in the classroom.

Storyboarding

Text-based Storyboard

I began by structuring learning events throughout the route of a Service Professional via narrative steps. During the route, the narration will cue the field trainer to provide specific training and allow the trainee to practice new skills in a hands-on manner.

Visual Mockup

I prepared a visual mockup for my team to relay the vision of the experience. We are continually meeting as the project develops to ensure we are addressing programatic challenges as they arise.

Development and Pilot

While I am developing the learning modules using Articulate Rise, we have housed a prototype of my "field day guide" on our internal resource library. This is being used to pilot the program and facilitate iterations at a quicker pace. I am receiving valuable feedback to inform adjustments and have been pleased with its overall reception from operations leadership, trainers, and new hires.

Evaluation

My plans for evaluation include a Kirkpatrick level 2 assessment to gauge learning, track usage, and establish trainer accountability. A level 4 evaluation will track performance of new hires over five benchmark KPIs within their first three months on the job, and compare it to new hire data from the year prior. Evaluation of the program will be conducted over a year, and will likely involve further iterations for improvement. Employee retention rates will also undergo the same comparison. I expect to see a significant rise across all metrics due to how comprehensive this learning solution is and how much it will enhance the current field training standards.

Of all of the projects I've been involved in, I am the most excited about this one due to its potential impact on the business. By taking a consultant style approach to my task, I was able to identify a major gap and provide an innovative solution (with limited resources) that I'm confident will deliver results.

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