Target Audience

  • All internal employees (non-technical)
  • New hires needing onboarding
  • Current staff requiring fast troubleshooting

Analysis (Needs)

  • Clear explanation of available IT support channels
  • Easy access to knowledge base resources
  • Guidance on how to submit concise, complete support requests
  • Reduce ticket backlog by encouraging self-service first

Design

  • Enable users to select the correct support channel
  • Promote knowledge base self-service
  • Standardize issue reporting
  • Improve response time and reduce repeated questions

Learning Objectives
Learners will:

  1. Identify when to use each IT support channel
  2. Access and navigate the knowledge base
  3. Submit effective issue reports with complete information
  4. Contact IT using proper channels (email, phone, live chat)

Learning Strategy

  • Scenario-based examples
  • Guided decision-making paths
  • Microlearning for short interaction
  • Responsive UI for use anywhere

Design

  • Enable users to select the correct support channel
  • Promote knowledge base self-service
  • Standardize issue reporting
  • Improve response time and reduce repeated questions

Learning Objectives
Learners will:

  1. Identify when to use each IT support channel
  2. Access and navigate the knowledge base
  3. Submit effective issue reports with complete information
  4. Contact IT using proper channels (email, phone, live chat)

Learning Strategy

  • Scenario-based examples
  • Guided decision-making paths
  • Microlearning for short interaction
  • Responsive UI for use anywhere

Development

Tools

  • Articulate 360 (Rise + Storyline)
  • Internal support data (FAQs, ticketing trends)

Features

  • Interactive module explaining each service channel
  • Branching scenarios simulating real help-desk situations
  • Click-to-reveal examples of high-quality issue reports
  • Built-in links to support services:
    ✅ Self-Service Knowledge Base
    ✅ Self-Service Issue Form
    ✅ Email
    ✅ Phone
    ✅ Live Chat

Implementation

Pilot Deployment

  • Published as SCORM + embedded in website / intranet
  • Shared with selected teams for testing

Launch Strategy (pending)

  • Announcement via email + intranet
  • Quick reference poster
  • Supervisor introduction during onboarding