CUSTOMER SERVICE STORYBOARD

THE NEED

The deliverables here were part of a group project in my Project Management for Instructional Designers course. Our case study was a catalog company looking to increase sales volume and sale size. We received information about the company’s sales goals and process, including their call center, product range, and management structure. 

 

The company was struggling with low customer service scores and little repeat business, along with updating products in their catalog quickly and flexibly. New products also presented training problems for the call center staff. 

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THE SOLUTION

After conducting a gap analysis, my team and I selected a training solution and a non-training solution to help the company reach its sales goals. Marketing to new customers can be costly, especially when printing and mailing physical catalogs, so our solutions were a customizable e-learning module on customer service and an e-commerce website. 

 

The focus of this course was project management, so my team and I did not develop the final deliverables. Instead, we focused on design documents and communication through the design process.

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THE PROCESS

ANALYSIS

I served as the Project Manager for this assignment and took the lead on delegating work. For the analysis portion of the project, each member of the group selected a subset of company data to analyze and brainstorm potential solutions. I facilitated that selection process in our kick-off meeting and filled in a gap analysis chart for the team to add their input.

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DESIGN

During the planning and design phase, I scheduled meetings and provided the agenda and minutes to the team. This kept us on track and ensured that we followed up on all open action items. 

A large piece of our design process involved writing a project charter and a design document, for which I facilitated work assignments according to team preferences and strengths. For example, one teammate had extensive experience in web development and project management in that area, so they were in charge of the work breakdown structure and rough timeline for that deliverable. 

 

In addition to drafting my own sections of these documents, I completed the final editing to ensure a consistent voice and format throughout. In some cases, this involved a lot of reformatting in Word due to the use of templates from several places. Applying styles improved the look and readability of our documentation, and it allowed for an easily updated table of contents in a long document.

 

The storyboard for the customer service training was also a collaborative effort. I presented several options for storyboard templates and set up a shared PowerPoint file for the one we selected. 

 

At the time, I was a full-time facilitator for a contact center job skills training, so I served as a SME and a designer for this portion of the project. Specifically, I designed the call flow content and provided feedback on practical applications for call flow.

 

Finally, as the Project Manager, I gathered all pieces of our deliverables for each milestone and submitted them by our deadlines. To ensure the whole team was on the same page, I communicated when our submissions were accepted and any issues that arose with our submissions.