Portfolio

Welcome to my Portfolio!

Discover the strategy behind each project by exploring the problem, audience, budget, and tools used, then click the links or images to see the final product.

Gamification – Big 5 Service Game

Problem: Low-performing Customer Service Advisors lack the knowledge and confidence to sell Big 5 services effectively, requiring a gamified eLearning solution to improve their skills through interactive practice and reinforcement.
Description: Answer questions about the Big 5 service as you travel to seven stores, in hopes of winning the Big 5 Crown… or will you win the consolation prize?
Audience: Sears Auto Customer Service Advisors in the bottom 20% for selling Big 5 services
Budget: Low
Tools: Articulate Storyline 2 (eLearning)

Big 5 Service Game
– Select an avatar, then move from store to store answering questions to win the Big 5 Crown (not the propeller hat!)
– Uses motion paths and variables

eLearning Course, Job Aid, Screencasts – DieHard Edge Maintenance

Problem: Customer Service Advisors need to confidently explain and redeem DieHard Edge Maintenance plans to ensure they deliver seamless customer experiences.
Description: This eLearning course takes the learner through the different DieHard Edge Maintenance plans and how to redeem them at a later time.
Audience: All Customer Service Advisors at all Sears Auto stores throughout the US
Budget: Medium
Tools: Articulate Storyline 2 (eLearning and walk-through interactions), Adobe Premier Pro (videos), Camtasia (screencasts), MS Word (job aid)

DieHard Edge Maintenance eLearning
– Follow the step-by-step process for redeeming a DieHard Edge Maintenance product or service
– Watch the videos and video debriefs
– Click through the interactive system walk-throughs

DieHard Edge Maintenance Job Aid
– The Customer Service Advisors can print this and keep it at their workstation for guidance

DieHard Edge Maintenance Screencast (View Available Services)
– The screencasts for this project were created as separate pieces housed on our Intranet; the eLearning contains matching interactive walk-throughs

eLearning Courses – Vroom Service

Problem: Customer Service Advisors need clear guidance on who Vroom is, and how to handle Vroom warranty repairs to ensure a seamless customer experience at Sears Auto.
Description: These eLearning courses take the learner through what Vroom is, how to sell your car to Vroom, and how to handle warranty repairs.
Audience: All Customer Service Advisors at all Sears Auto stores throughout the US
Budget: Low
Tools: Articulate Storyline 2 (eLearning)

Introduction to Vroom eLearning
– Two scenarios: how to sell a car and how to buy a car

Vroom Sell Us Your Car eLearning
– Step by step mini videos (no audio) for each process step
– Interactive conversations between customer and Sears

Gamification – Alignment Jeopardy

Problem: Low-performing advisors struggle to sell alignments with tire purchases. A learning solution is needed to reinforce key selling points and boost confidence.
Description: This is a Jeopardy game where Customer Service Advisors answer questions for various dollar amounts to test their knowledge about alignments – one of the additional services they should attempts to sell with a tire purchase.
Audience: Customer Service Advisors who were in the bottom 20% for selling an alignment with a tire purchase
Budget: Low
Tools: Articulate Storyline 2 (eLearning)

Alignment Jeopardy Game
– Choose each question, answer them all, and hopefully you will earn enough points to win!
– Used a template initially, but added sounds, changed the theme and how questions were organized
– Extensive use of variables

Gamification – Tire Service Exam

Problem Statement: Sears Auto Technicians need a strong understanding of tire services to perform them accurately and efficiently. A game will ensure they have the necessary knowledge to maintain service quality and customer satisfaction.
Description: Tire Service is an eLearning that explains the various services that technicians will need to perform on tires. This exam is to test them on their knowledge.
Audience: All Technicians at all Sears Auto stores in the US
Budget: Low
Tools: Articulate Storyline 2 (eLearning)

Tire Service Exam
– Answer each question before the timer runs out
– Used a template initially but added sounds, added the tire theme, and how questions were organized