Challenge
The 4-month AT&T college new-hire sales training program had challenges related to outdated content, low engagement, and low job retention rates.
Solution
I led the design of a mobile-responsive knowledge base (KB) designed with the latest Performance Support (PS) and information architecture principles, and then used it as the underlying platform for the new-hire certification program. The solution (The SEEK Portal) centralized critical information, enabled two-click access to all topics, created a flipped-classroom training experience, allowed designers to rapidly curate and update content, and most importantly enhanced seller performance and collaboration in the workplace.
Results
Reduced time-to-productivity (21% monthly) and development costs (33% annually). Every day more than 100 users access the platform with more than 900 page views. Graduates of the program continued to find the information valuable months and years after completing their onboarding training experience.
Testimonials
“The SEEK portal has been beneficial to me because it has all of the systems in one location that I use every day. If I forget what system does what, I am able to read up on them in each SEEK page.”
“The portal is a lifesaver. It allows me to quickly have information ready for my customers when I am in the field.”
“The SEEK Portal solves that problem by providing the account managers a simple effective way to find what they need when they need it.”