VRBO has a need for expanding their learning and development to include more e-Learning opportunities.

To help them in this endeavor, I converted a 3 hour traditional in-person Customer Experience (CX) training course into a 1.5 hour training by creating e-Learning modules.

The topic of the course is Change Management, which teaches CX employees at VRBO how to navigate difficult interactions with customers regarding business changes within VRBO’s two-sided marketplace, which consists of home owners and travelers.

Goals for this project:

Benefits

• The Knowledge Management team at VRBO is responsible for training CX employees, and 3 hour trainings for a 1200 person global CX team can burn through a lot of their resources. The e-Learning modules saved them 2 hours of training each time the class was taken, which was at least twice a month.

• The modules also saved the CX employees 80 minutes of their time to focus on their work or to attend other trainings.

• The e-Learning modules are more accessible for a global CX team who may not always have someone on location to give in-person training.

• The training provided a way for CX employees to use professional development as a means for promotion within the company.

Process

Research

• Evaluate the current state of traditional in-class training

• Interview trainees about their in-class experience

• Discuss training goals with subject matter experts

• Analyze survey data from previous students that rates their satisfaction with the course

• Review material used to develop in-class training

Storyboard

• Develop e-learning modules through detailed storyboards of all course material

Design

• Design e-Learning modules with interactive elements in Articulate 360

• Record voice over

• Integrate into LMS

Interviews and survey data from students revealed that the ADKAR model of change management was the most impactful part of the training.

ADKAR is an acronym for:
Awareness
Desire
Knowledge
Ability
Reinforcement

Each of the words in the acronym represent a stage in coping with change. The e-learning modules guide CX employees through each of these stages, and the feelings that accompany them, to create a sense of empathy and to give CX employees the resources to guide their customers through change successfully.

Results

The training ultimately consisted of two e-Learning modules (20 mins. each), and 1 hour of in-class training. The Change Management e-Learning modules I created are still used for the CX Passports Program at VRBO, which is a professional development program used to educate employees, which also makes them eligible for promotion.