SIMULATION FOR TECHNICAL SKILLS
Project Details
Company: Western Governors University (WGU)
Brief: Service Desk Technicians expressed concerns about the perceived lack of growth opportunities within the company. Many felt uncertain about career advancement, citing a need for clearer guidance on available opportunities and pathways for professional development.
Learning Solution: Simulation for technical skills.
The Solution
Introducing distinct career pathways within the IT Service Desk, achieved through collaborative efforts with team leads and managers.
Technicians seeking advancement now have tailored options: progressing within their IT role, transitioning into a Team Lead, becoming a Problem Analyst, or exploring Salesforce Administration.
​
Each pathway is accompanied by purpose-built eLearning courses simulating essential tools and tasks for the respective roles. As technicians progress through instructional sections, they engage in simulated assessments to gauge their readiness for the chosen career trajectory.
The Result
Achieved a 42% boost in trust towards the Learning and Development team.
​
In the initial 3 months post-launch, we observed 26% engagement, accompanied by three promotions within the department.
What it looks like.
Note: This is a preview of a course I was in the midst of developing. It provides a glimpse into interactions and engagement elements similar to those featured in the released content for Career Pathways