Reflection - Visualization

Challenge & Selection

As a curriculum designer assigned projects to create training materials and programs for call centers for a large  corporation, sometimes our training requests are very vague. It is up to the designer to work with the client to  determine the actual needs and goals of the client. In order to create an effective training program, the materials have  to improve or meet the client metrics or goals. If those goals and needs are not determined at the beginning of the  project, the training is a waste of time for the participants and a waste of money for the client.

Application

I often use the Visualization method when interacting with clients to determine their training needs and goals.  “Visualization is the transformation of information into images that you see, either literally with your eyes or figuratively  with your mind’s eye.” Elizabeth Ahmed and Richard Brown Designing for Growth – a design thinking tool kit for managers. A  visualization method I use frequently with clients is a method created by Cathy Moore called Action Mapping. “Action  mapping is a streamlined process to design training in the business world. Its goal is to help designers:

  Commit to measurably improving the performance of the business

  Identify the best solution to the performance problem

  When training is necessary, create challenging simulations, not information presentations”

To implement the method, I set up a conference call with the client and set expectations to discuss the client training  needs and. The client is to bring examples of why the training is needed along with the expected outcome of the  training. For example, which metric or goal should the training achieve? The meeting starts with a whiteboard and in the  middle is the client training request. From there, the client links out various topics or ideas that should be addressed, or  could possibly be impacted by the training. The loosely drawn map shows all of the various topics or ideas that come  from brainstorming the training request and needs of the client. Not all of the ideas or topics will be used, but by  visualizing how the training can impact the client’s business, it gives them the opportunity to decide if the training is  truly needed or should the request be revisited to determine if a different approach to the request should be  considered.

Insight & Approach

The visualization method and action mapping methods helps avert unnecessary training and the expenses that go with  the time and effort being put into a project that will fail to meet the client needs or request. This method is just one of  many methods different designers may use when discussing a training request with a client. The Journey Mapping  method can be modified to be used with the client during the analysis phase of creating training materials. “Journey  mapping is the representation, in flowchart or other graphic format, of the customer’s experience as he or she interacts  with your company in receiving its product or service.” Elizabeth Ahmed and Richard Brown Designing for Growth – a design  thinking tool kit for managers. When discussing the training request with the client, the designer can request the client  walk them through how the company’s customers interact with the customer service agent. What are the customer  expectations and what are the company’s expectations of the customer service agent during this interaction? By having  an understanding of the customer service agent’s job and how it impacts the company’s customers, the designer can  create a better training product to help enhance and meet those expectations.

I have in my design tool box various methods to help me understand my client’s training request. By using by the  visualization/action mapping and journey mapping methods, I can improve the process and create a product that fulfills  the clients request and helps them improve their metrics and reach their goals.

2/18/2019 – Alma Munoz


Reflection - Visualization Challenge & Selection As a curriculum designer assigned projects to create training materials and programs for call centers for a large corporation , sometimes our training requests are very vague . It is up to the designer to work with the client to determine the actual needs and goals of the client . In order to create an effective training program , the materials have to improve or meet the client metrics or goals . If those goals and needs are not determined at the beginning of the project , the training is a waste of time for the participants and a waste of money for the client . Application I often use the Visualization method when interacting with clients to determine their training needs and goals . “ Visualization is the transformation of information into images that you see , either literally with your eyes or figuratively with your mind ’s eye . ” Elizabeth Ahmed and Richard Brown Designing for Growth – a design thinking tool kit for managers . A visualization method I use frequently with clients is a method created by Cathy Moore called Action Mapping . “ Action mapping is a streamlined process to design training in the business world . Its goal is to help designers :  Commit to measurably improving the performance of the business  Identify the best solution to the performance problem  When training is necessary , create challenging simulations , not information presentations ” To implement the method , I set up a conference call with the client and set expectations to discuss the client training needs and . The client is to bring examples of why the training is needed along with the expected outcome of the training . For example , which metric or goal should the training achieve ? The meeting starts with a whiteboard and in the middle is the client training request . From there , the client links out various topics or ideas that should be addressed , or could possibly be impacted by the training . The loosely drawn map shows all of the various topics or ideas that come from brainstorming the training request and needs of the client . Not all of the ideas or topics will be used , but by visualizing how the training can impact the client ’s business , it gives them the opportunity to decide if the training is truly needed or should the request be revisited to determine if a different approach to the request should be considered . Insight & Approach The visualization method and action mapping methods helps avert unnecessary training and the expenses that go with the time and effort being put into a project that will fail to meet the client needs or request . This method is just one of many methods different designers may use when discussing a training request with a client . The Journey Mapping method can be modified to be used with the client during the analysis phase of creating training materials . “ Journey mapping is the representation , in flowchart or other graphic format , of the customer ’s experience as he or she interacts with your company in receiving its product or service . ” Elizabeth Ahmed and Richard Brown Designing for Growth – a design thinking tool kit for managers . When discussing the training request with the client , the designer can request the client walk them through how the company ’s customers interact with the customer service agent . What are the customer expectations and what are the company ’s expectations of the customer service agent during this interaction ? By having an understanding of the customer service agent ’s job and how it impacts the company ’s customers , the designer can create a better training product to help enhance and meet those expectations . I have in my design tool box various methods to help me understand my client ’s training request . By using by the visualization / action mapping and journey mapping methods , I can improve the process and create a product that fulfills the clients request and helps them improve their metrics and reach their goals . 2/18/2019 – Alma Munoz