GAME DESIGN
Project Details
Company: Western Governors University (WGU)
Brief: The one-week onboarding program for Service Desk Technicians was overly focused on content, heavily reliant on instructor-led sessions and PowerPoint presentations. Learners expressed dissatisfaction due to limited opportunities for hands-on tool practice. Consequently, confidence levels were low upon transitioning to the job, leading to subpar performance. Additionally, the planning and preparation of training sessions were resource-intensive for coaches.
Learning Solution: Flip classroom environment with introduction of gamified eLearning courses.
The Solution
A comprehensive overhaul of the onboarding program, adopting a flipped classroom approach. By implementing learner-centered design I crafted game-based training incorporating tool simulations and real-life scenarios specific to Service Desk Techs.
Upon completing a designated set of eLearning courses, new hires would then transition to an in-classroom session. This approach ensures prior exposure to the discussed applications, fostering a more engaged and participatory learning experience.
The Result
Achieved a remarkable 23% increase in overall job performance scores.
Secured an outstanding 98% approval ratings from Service Desk Technicians, affirming the effectiveness and engagement of the gamified eLearning and flipped classroom approach.
Generated heightened enthusiasm within the IT Service Desk Department, with new hires expressing that this onboarding experience was the most enjoyable they've encountered at a company.
What it looks like.
Soft Skills Adventures: Title Screen
Soft Skills Adventures: Course Samples