By Kevin Gumienny
When the training team at BigCommerce turned to internal training, they determined that sales and other agents needed to share the same understanding of the user experience.
BigCommerce has three distinct internal audiences. Technical support personnel, who needed to manage the phone queue and have a handle on the technical details of the product; sales, where time is money; and engineers, who preferred self-paced training and bite-sized sessions.
They decided on a structure that had video-focused online training as a prerequisite, followed by a quick quiz, and then internal relevant information—webpages and videos.
By Mary Word
The third part of David’s talk discussed branching choices. User control. The user wants to see what is there, and is in control of how to get there. David showed us several examples, two of which I will share.
By Mary Word
The core of David’s talk concerned the creative use of video and clips. We have all seen the talking heads, emblematic of much of the video used in courses, and although a big step up from reading text on a screen, it is still a passive activity. But there are ways to use a talking head to better engage the learner. One easy way is put it in an unexpected place. Instead of having it as the content on the page, use it to ask a question in a quiz, or act as the feedback to a question.