Jiva Training
Comprehensive software training and reference guide for complex workflows
Project Overview
Client
Kern Health Systems - Customer Service Department
Duration
4 weeks
My Role
Instructional Designer, Content Developer, SME Collaborator
Tools Used
Articulate Rise 360, Vyond, Peek 360, Adobe Illustrator, Eleven Labs
The Challenge
New and current employees in the community support services department struggled with Jiva, a complex software interface essential for their daily workflows. The existing training materials were outdated and didn't reflect the most frequent use cases, leading to extended onboarding times and decreased productivity.
Key Challenges:
- Complex software interface with multiple workflows and screens
- Need for both training material and ongoing reference guide
- High turnover requiring efficient onboarding processes
- Varying levels of technical expertise among learners
- Time-sensitive customer service environment
Research & Analysis
I conducted extensive stakeholder interviews with department managers, experienced representatives, and recent hires to understand pain points and identify the most critical workflows.
Subject Matter Expert Collaboration
Worked closely with senior customer service representatives to map out the most frequently used workflows and identify common stumbling blocks for new users.
Workflow Analysis
Analyzed existing processes to determine which tasks required step-by-step guidance versus quick reference materials.
Learning Objectives
Developed clear learning objectives focused on the specific workflows that would have the greatest impact on job performance and customer satisfaction.
The Solution
I developed a comprehensive Rise 360 course that serves as both a step-by-step training program and an ongoing reference guide. The course focuses on the department's most frequent workflow processes within Jiva, combining interactive tutorials with practical exercises.
Content Development Process
1. Workflow Documentation
Used Peek 360 to capture actual software interactions and create screen recordings that accurately reflected the user experience.
2. Content Strategy
Organized content into logical modules that could be consumed sequentially for training or accessed individually for reference.
3. Multimedia Development
Created custom animations in Vyond to explain complex concepts and used Eleven Labs for consistent, professional narration throughout the course.
4. Rise 360 Development
Built the course in Rise 360, leveraging its responsive design and built-in interactions to create an engaging learning experience.
5. Testing & Iteration
Conducted extensive testing with actual users to ensure the content accurately reflected real-world scenarios and workflows.