Welcome!
My name is Lauren. My passion is designing dynamic learning experiences that ignite knowledge, empower growth, and fuel success.
Reviving Empathy:
Rescuscitating Active Listening
An eLearning branching scenario that allows Registered Nurses to practice active listening skills in a safe space.
Overview
Target audience: Newly hired Registered Nurses
Responsibilities: Instructional Design, Storyboarding, Rapid prototyping, eLearning, Action Mapping, Analysis
Tools used: Adobe Stock Images, Adobe XD, Adobe Illustrator, MindMeister, Twine, Articulate Storyline 360, and Google Suite
Business Problem and Scope
TLC Hospital (a fictitious client I created for this work sample) became in jeopardy of closing due to loss of revenue from low HCAHPS Patient Satisfaction Score Surveys. After analyzing the performance problem, I discovered that one of the major issues was a lack of active listening skill training in the healthcare providers. I recommended an eLearning branching scenario that utilized realistic scenarios, allowing RNs to practice active listening skills with disgruntled patients and defusing tense situations.
Our objective involved enhancing customer satisfaction and mitigating the financial implications associated with the issue. This was achieved by offering new hires a safe space where they could make decisions and witness the resulting outcomes without any risks involved. Lastly, I proposed the implementation of patient satisfaction reports that would reflect the learners' decisions.
Analysis
I used Cathy Moore’s Action Mapping approach to analysis. This approach emphasizes focusing on performance gaps and designing relevant activities that directly align with those gaps on-the-job. To gather expert insights and guidance, I collaborated with a seasoned RN who served as my subject matter expert in developing the action map (pictured below) and defining the overarching objective of the project. Together we focused on the specific actions and behaviors the RNs need to do on the job, not just what they need to know.
Design
We focused on two common pitfalls RNs can make when addressing patient concerns: 1) failing to validate emotions and 2) providing quick fix solutions. These two behaviors set the stage for my branching scenario design.
From there, I used Twine to lay out the paths for the branching scenario. Learners had three choices for responding to a fictional patient: 1) Active Listening response (correct), 2) failing to validate emotions (incorrect), and 3) providing quick fix solutions (incorrect). Throughout the encounter with the patient, learners had two chances for a course correction by utilizing active listening skills in their response. For example, one incorrect choice did not mean they were forced to proceed down a bad path. Once I completed the branching layout in Twine, I was able to finalize the Text-Based Storyboard by adding the programming notes.
Next, I focused on the visual layout by working in quick iterations in Adobe XD. I sourced graphics from Adobe Stock Images and modified them in Adobe Illustrator to match the color palette I created. For the purpose of stakeholder review, I incorporated my slide mock-ups and text-based storyboard into a visual storyboard. This allowed stakeholders to review the prototype for the project before development was initiated.
With the content completed, I focused on the visual layout by working in quick iterations in Adobe XD. I sourced graphics from Adobe Stock Images and modified them in Adobe Illustrator to match the color palette I created.
For the purpose of stakeholder review, I incorporated my slide mock-ups and text-based storyboard into a visual storyboard. This allowed stakeholders to review the prototype for the project before development was initiated.
Development
With the content, programming notes, and visual layout completed, the development of the eLearning branching scenario in Articulate Storyline 360 was a relatively easy and efficient process. I considered gamifying the experience with a fun “frustrated patient meter” during the interaction with the patient to help guide the learner in their response, but I resisted because in real life, learners do not have access to this.
Implementation
The implementation phase involves deploying the developed learning solution to the target audience. I would conduct pilot tests or beta versions to gather feedback and make necessary revisions. I would also coordinate with the necessary stakeholders, such as trainers or instructors, to ensure smooth delivery and provide any needed training or support. During this phase, I would closely monitor the learning experience, gather data on learner performance, and make adjustments as needed to improve the effectiveness and impact of the solution.
Evaluation
Since I initially collaborated with stakeholders on a measurable business objective (20% increase in HCAHPS scores as nurses utilize active listening skills in interactions with patients) we had a standard with which to measure the ROI.
If this were a real-world project, I would assess the effectiveness and efficiency of the learning solution. Utilizing both quantitative and qualitative data, I would evaluate learner performance, feedback, and the overall impact on closing the performance gaps identified in the analysis phase. This would involve conducting post-training assessments, surveys, interviews, and analyzing metrics such as completion rates or performance improvement data. Based on the evaluation findings, I would provide recommendations for further improvements, modifications, or iterations of the learning solution.
Enhancements could be made to the patient call light, such as incorporating sound, to enhance the realism of the experience. Additionally, learners could be provided with expanded choices at the beginning, allowing them to opt for the inclusion of narration throughout the story.
Audio Elements
Takeaways for Future Iterations
Expanded Patient Interactions
The storyline could simulate a typical day in the life of an RN, guiding learners through the various challenges encountered from the beginning to end of a shift. Offering simulations of increased difficulty as the day progresses, would allow learners to build upon their skills in a realistic and engaging manner.
Personalized Feedback
For instance, if learners frequently choose Quick Fix Solutions, Arriana can offer tailored feedback that addresses their preferences and highlights potential consequences. This could enhance learner engagement and encourage exploration of alternative strategies within the storyline.
From vet tech to ID
Like many ID's, my path to L&D was accidental. I started my career as a vet tech in biomedical research. I have been blessed to collaborate with hundreds of professionals from a variety of cultural backgrounds in my 13+ years in the industry. Now, I'm a thought leader for all things training, engagement, onboarding, and the overall employee experience. I'm looking forward to new ID opportunities to share my passion for driving success across an organization. Cheeto (pictured here) is just as excited as I am.