Arrive Academy
Sales Representative Training Bootcamp
& E-Learning
Skills
UX Design
UI Design
Design Thinking
Instructional Design
Branding
Visual Design
My Role
The Learning and Development team at Arrive consisted of myself as the Instructional User Experience Designer, the Director of Learning and four trainers that led the in-classroom learning. I was tasked with strategizing, coordinating and designing the instructional experiences through e-learning and print material in order to make the acquisition of knowledge and skill more efficient, effective, and appealing.
Context
Arrive Logistics is one of the fastest growing Logistics company on the market today. To their consumers, they focus on building Carrier and Customer relationships with the goal to strengthen those relationships over time. Internally, Arrive gears their focus efforts on talent, training and technology that can develop their reps to excel and grow.
Goal
Create a new organizational and motivational system of development for incoming reps to go through their Logistics Training, Arrive's culture, and development that can happen beyond the initial 32-week Training Program. As there was already a training program in place, this project involved taking past training material and developing a new system of learning and development, as well as getting creative with implementation and e-learning
Problem Statement
How do we create a system of development to guide and motivate young adult Sales Representatives through the training program successfully?
This process began with taking a deep dive into the thick stack of pages from the previous training program in place. Alongside understanding the content and organization of the training myself, I interviewed multiple employees who had previously been through the training to try and understand their pain points and areas for improvement.
Moving forward, it was clear to me that the "cut n paste" style of the printed booklet that new trainees received was a real bummer. It wasn't exciting to work through and the trainees felt as if the pages of information and definitions would never end. In turn, leading me to my problem statement below.
Solution
It was clear that the group of right-out-of-college trainees were looking for a little pizazz and a little technology. In order to have a space for learning and development that can be referred back to time and time again, we needed to create a working system where reps could go for access to all of their training. The answer was Arrive Academy which involves the interaction between a printed playbook, classroom training led by an instructor and Arrive Academy Online. To achieve this, I needed to create a logo and well-branded space alongside consistent e-Learning interface that our employees would recognize as Arrive Academy. I wanted to incorporate videos of instructors including graphics and visuals as well as interviews with some of the top Sales Representatives at the company in order to keep the users interested and engaged.
Logo and Branding
After my initial meeting with the Learning & Development Lead, I walked away with the goal of creating a logo that was bold, recognizable, playful and stood independently from Arrive. With this in mind, I produced multiple iterations, the most pleasing and conceptually relevant of which was Logo Option 1. After presenting this to the Learning & Development Lead, he requested that a similar second logo option be made from Logo Option 1 using the pre-existing Arrive Logistics logo. The second option became the chosen logo design and was used moving forward with implementation of Arrive Academy.
Logo Option 1
Logo Option 2
Rep Progression & Growth Icons
After dissecting the 32-Week Training Program that was already in place at Arrive, I found that there were consistent groupings in learning that referred back to specific categories. After analyzing and grouping these different subjects, the specific categories came out to Operations, Industry, Customer & Carrier Sales, Lead Generation, Technology, Winning Freight, Building Reputation and Effort. The Rep Database category was made to make grading systems simpler inside of the Learning Management System we planned to use called Litmos.
Since we planned to use these categories as ways to group different subject types for reps, the best way to assist in visualizing this was with the use of icons. I created a different icon for each category to be used as course images in the LMS and printed in the playbook as visual signifiers for what subject the rep would be learning about.
Presentation Graphic
The simple, but effective next step was to create a graphic using the branding elements of Arrive Academy to help our executive team and reps better understand how all four elements of their training will be divided. This graphic will be implemented into presentations, playbooks and one-pagers to better help comprehension of our system.
Development Badges
In order for sales reps to visualize their progression through the training program, I developed a badge system that groups learning into their respective categories. These badges will be seen on multiple touchpoints throughout the program in places such as the online portal, playbooks and on the training videos.
Success Talks
This segment of Arrive Academy was created in order for seasoned sales rep veterans to give advice and answers questions for the incoming training classes. Alongside recording the footage and editing the video, I created a slide intro and logo for "Success Talks" that lives within the Arrive Academy brand. These talks range from people such as the CEO of Arrive, to our President, to our top brokers in the the company and will be distributed throughout the Arrive Academy courses depending on content.