Audience
- Internal Project Advisors at Tesla
Responsibilities:
- Instructional Design
- Visual Storyboard
- Script Writing
- Audio Narration
- Video Editing
- Quiz Design
Tools Used:
- Articulate Rise
- Adobe Creative Suite
- Final Cut Pro
- Apple Motion
- MS Forms
Problem and Solution
Advisors often relied too heavily on suggested wording or steps during consultation calls with customers. The QA team pointed out the robotic and sometimes rigid responses of advisors. Key Stakeholders asked me to create a series of eLearnings to help advisors feel confident enough to use a guide and add their own flavor. This was one of the eLearnings I built, another focused on active listening.
Process
After assessing the needs from the advisor’s management team, I identified the areas that were best to address with this focused eLearning. I looked for an analogy that would help advisors recognize their potential and feel confident in adding some flavor to consultation calls.
I decided to take a basic song, Twinkle, Twinkle Little Star and show how, though simple, it can become a beautiful and fuller version of itself with a little work. To portray this connection, I crafted a video to show the connection between this song and customer consultations.
Creation
The video was a quick collection of simplified versions of the song, followed by a few orchestral versions. The voiceover explained the connection to consulation calls, and how we can take something simple like a guide and build upon it to create something more meaningful.
A portion of this module was dedicated to helping advisors understand the value of constructive feedback. so there was an element in this eLearning that explained how a feedback cycle can be helpful for team and individual growth. We connected this eLearning to a MS form to receive more anonymous feedback about the training program.
Content Analysis & Development
The eLearning modules turned out to be a hit among the advisors, sparking a noticeable boost in the energy and authenticity of their consultation calls. The management team noted a significant drop in the robotic reliance on scripts, and instead saw advisors engaging more naturally and effectively with clients. This change not only lifted the quality of customer interactions but also boosted advisor confidence and job satisfaction.
Feedback collected through the MS form was overwhelmingly positive, with many advisors particularly fond of the song analogy and the practical, easy-to-understand examples it provided. The feedback loop, an integral part of the eLearning, emerged as a staple tool for continuous improvement, helping to cultivate an environment rich in communication and personal growth.
This project surpassed the expectations set by key stakeholders, setting a new benchmark for training within the organization. Most advisors improved their ability to build on to structured guides, leading to more personalized and impactful customer interactions. This initiative underscored the incredible potential of combining the right tools and thoughtful training to transform everyday exchanges into meaningful and engaging communications.
