Customer Experience Advocate Onboarding

Panduit, Inc.

Tools Used:
Storyline, Camtasia, Cornerstone, Photoshop

Panduit's customer experience team tasked me with developing a global onboarding program based on the existing program which was primarily delivered one-on-one, took three to four months to complete, and lacked documentation.

I began by developing templates for work instructions, screencasts and online courses. The work instruction template was branded for the department and consisted of hyperlinks and consistent formatting so the reader could easily navigate the document and find information quickly. The screencasts and courses were also branded and coordinated with the work instructions. The course template consisted of a navigation slide which tracked the learner's progress through course, a series of interactive content slides and quiz slides.

I then managed a team of interns to update the existing work instructions and create online courses that provided a 'big picture' view of the processes and demonstrated many of the processes through videos and interactive demonstrations. The courses also consisted of an assessment with questions and application sections that simulated the process.