Device Swap Simulation
Mobile Sales Team
The Business Need:
To train front line sales associates on how to efficiently and effectively perform device swaps for customers who did not wish to purchase a new device.Â
Challenge:
The Device Swap process includes steps that are dependent on personal identifying information from the customer and therefore cannot be demonstrated using a sandbox environment. Furthermore, a customer might decide to swap out their device for a variety of reasons, which means it might come up at any point in the purchase process.Â
Approach
Conducted interviews across several different levels of the business to better understand the issue.
Collaborated with a Subject Matter Expert to ensure I understand the process and the individual steps that require personal customer information.
Identified the assets available and made a list of steps in the process that would require custom assets.Â
Identified a Subject Matter Expert in the product team to validate the accuracy of the custom assets and to review and test the final simulation to ensure alignment with the production version.
Acquired the necessary permissions in the existing sandbox and the production site to use in the creation of the simulation.Â
The Solution
The resulting simulation only covers the specific steps required for a device swap. This serves to minimize time spent on the training and to clarify for the audience what is required to complete a device swap.Â
By blending assets from the production site, sandbox, and custom created assets the learner gets the seamless experience of swapping a device. This approach has the added benefit of adhering to the strictest PCI compliance standards without sacrificing quality of training.Â
As a bonus, the simulation provides added flexibility for the learner; they can see happy path and red path versions of each step or use the menu to navigate to the exact section they need.Â
To ensure a consistent experience, there are guardrails built into the simulation to guide they learner if they fail to complete a step correctly.
Results
15% reduction in time spent covering device swaps in new training.
Increased confidence in the device swap process as reported by new hires after initial training.
23% decrease in IT tickets and escalations related to errors made keying in a device swap.
Simulation used as an aid during new hire training and as a reinforcement self-paced e-learning course by learners who wanted a refresher on the topic.Â
