Note: All video has been re-branded and some of the content altered to protect Client IP where requested.

This video is part of a series of short training videos designed decrease the burden on the Customer Support Team. After careful analysis, it was found that nearly 30% of the support calls the team received were grounded in basic functions of the applications, such as logging in or completing tasks.

I suggested that this support load could be significantly reduced if such calls could be provided with a link to a video that illustrated these simpler tasks. This plan was accepted.

Using the data from Customer Service, we were able to identify 15 topics that occurred in support requests most frequently. From here, we followed the familiar process of speaking with SMEs, writing scripts & reviewing them with SMEs, producing storyboards that were also reviewed, and then producing the final video.

Each video was created in conjunction with the Design team and a brand-aligned layout was approved. Besides burnt-in captions, I also advocated strongly for an approach that would manage the cognitive load by offering three options: audio narration only, simple text steps, or imagery. Avoiding text walls on screens while allowing the Learner to choose their preferred method of delivery aligned with what I felt were important practices of andragogy.

Tools used: Camtasia • Adobe Illustrator • Adobe Photoshop • Wellsaid Labs • Audacity • Google Workspace

Finally, the videos were uploaded to a secure site for clients.