Transforming
Existing E-Learning

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Introduction

Cyara is a company dedicated to helping organizations achieve flawless customer experiences through automated testing and monitoring across various communication channels. Their focus on simulating real-world customer interactions positions them at the forefront of customer experience (CX) technology.

Despite their technical prowess, Cyara faced a challenge with their internal training materials. Originally consisting of basic black text on white slides and a handful of static screenshots, these materials were cumbersome and unengaging. My role was to revitalize these resources by infusing them with multimedia elements to enhance learning.

Objective

The primary goal was to give the training materials a much-needed facelift by transforming them from monotonous slides into engaging, multimedia-rich learning experiences. In other words, the content needed to show—not just simply tell.

While there were no specific metrics set, the underlying aim was to improve learner engagement and comprehension. Learners take a survey at the end of the course, but there were no targets set in regard to the results of that survey.

Solution

Material Adaptation: The existing content was technically sound, so major changes to the scripting were unnecessary. The focus was on enhancing presentation and engagement.

Multimedia Integration: Using Camtasia, I developed software tutorials that adhered to Mayer’s Multimedia Principles by ensuring that the content was both engaging and educational.

Tools Used: Camtasia was used for screencasting, Articulate Storyline for course development, and a home studio for voiceover recording.

Implementation Timeline: The project spanned over a quarter (3 months).

Review and Revision System: One significant hurdle was the lack of a structured review and revision system. The absence of storyboarding and pre-planning stages (despite the recommendation to implement these phases) led to inefficiencies in the development process.

Results

Learner Feedback: Post-training survey results were overwhelmingly positive which indicated an improvement in user engagement and satisfaction (exact numbers unavailable; anecdotally reported by project manager).

User Feedback: Similar to the quantitative data, user feedback was largely positive, signaling a successful transformation of the training materials.

Given the positive feedback, it seems that the project achieved its goal of revitalizing the training material, though the absence of specific metrics makes a direct comparison challenging.

Conclusion

Importance of Planning: The project underscored the crucial role of proper planning and storyboarding in e-learning development. More thorough initial planning could have streamlined the process considerably.

Technical Training Challenges: Converting technical training content into an engaging format is a complex task which requires a careful balance of educational and engaging elements.

Structured Review Process: Implementing a more structured review and revision process, including storyboarding and planning stages, could greatly enhance future e-learning projects.

Ongoing Evaluation: Regularly evaluating and updating e-learning materials ensures they remain relevant and engaging.