Exodus Travels is a UK travel company that has been creating adventure holidays for their clients over the past 40 years. With a dedicated team in each country, clients across the globe experience a unique and consultative experience when organizing and booking their holiday. The company has over 500 different itineraries and tours in 90 different countries, providing their clients with ample options to choose from. For the continuation of these unique booking experience, Exodus Travels has dedicated Team Leaders for each tour across the world.
Every time a new Team Leader joins Exodus it is essential that they complete the Leader Induction course before setting foot on an expedition with clients. It is a compulsory course with a quiz and Team Leaders must reach the desired pass grade before they can begin their tours. This Leader Induction includes the history of Exodus Travels, various products, and clients of Exodus, along with various etiquettes that the leaders must be aware of to advise their clients and provide the high standard customer experience Exodus has to offer.
The focus of my challenge (in my role with the company Cursim) entailed designing a relevant and informative learning experience for Team Leaders to walk away with upon navigating and completing the Leader Induction course from start to finish. In providing a successful learning experience through the content itself, the program must balance readily accessible knowledge from handbooks that the leaders can access on demand and provide a functionally and visually appealing experience through the online course modules. The course has been out of circulation for over 18 months, build and design will also require a refresh and instructional design evaluation for appropriating a learner’s journey through the learning content for the most appropriate approach toward enhancing a learner’s knowledge acquisition.
Some initial training strategy goals, creativity expectations, project goals and key subject matter experts (SMEs), and technical guidelines were set by the client in the initial conversations and scoping of the project that covered the intent in fairly open interpretations for an end result for the vendor (myself and the company) to bring fresh ideas to the table. Such specifications included keeping the design at a medium creative level as appropriate to focus on the content opposed to the visual appeal of the courses, utilizing photographic imagery not illustrations, keeping course structure linear with the necessity to complete content before reach a next level/stage of new content, and keeping the mood “Not funky/silly, not too British, more like Waitrose than Tesco meaning not mainstream and standard. It needs to be relatively formal as it is the history of the company and the role of the team leader but can be relatively flexible“.
My approach was to evaluate the travel company’s identity alongside the raw content provided for the entire learning induction training. I evaluated the company’s website, travel documents, image bank and photographic tones, brochures, handbook use, content concepts, learning goals, et cetera. In looking at all the resources, I first built up a content outline and structure for the learner’s progressive from the content’s start to finish that would become the skeleton of supporting further design and orientation approaches in building a course, which can be viewed further down.
The outline and approach focused on structuring the content from more simplistic concepts that can be built on along the user’s advance to more in-depth concepts. Atop content structuring, evaluation of the raw information provided insight into building branching scenario opportunities that rely on a learner’s handbook and putting it to use early on in evaluating potential situations for a learner to gain insight into concept and react with those concepts in mind, but also refer to the job aid at hand, when necessary. It was determined by myself and the team that memorization is out of the question for this type of knowledge especially when the situations can greatly vary. The opportunity to present Team Leaders, early on, with the concept of referring to their handbook and evaluating potential situations establishes more of a foundation in the learning experience for them to safely gauge situations, reflect on the content, react to scenarios, and critically think while applying knowledge.
Due to the nature of this being a travel company and the concept of a linear locked course progression, the idea came to create a faux free-form navigational approach for learner’s to feel as though they are overall in their progression. This concept was driven in a mapped approach that would also serve as a menu dashboard. Learners would be presented locations on a world map that become unlocked following completion of previously completed sections and would host a new set of concepts and scenarios for learner’s to build on and expand their knowledge through course completion.
User Journey (Learning Path)
A functioning prototype was built and presented to Exodus Travels by me for Cursim's proposed solution.