Case Study
AT&T Agent Onboarding Prototype: Elevating Learning for Technical Mastery
The Challenge
They wanted something bold, modern, and attention-grabbing. They needed a solution that went beyond function, delivering a sleek, sexy experience that would captivate their agents and keep them engaged from start to finish.
AT&T needed an efficient and engaging onboarding solution for their technical call center agents. The challenge was to build learning pathways for sixteen key functional areas, while incorporating activities, assessments, and courses into an interactive, seamless journey. Their previous system lacked the visual and functional impact to keep learners engaged, and tracking learner progress was cumbersome.
The Solution
We designed and built a fully customized onboarding journey for AT&T, blending interactive assessments and courses built with Articulate Storyline, integrated into a web interface ready for deployment in their LMS. The solution provided a smooth, personalized learning experience for their agents, guiding them through each functional area. We also overhauled their learner tracking system, enabling more effective progress monitoring and reporting.
Step 1: Goal
To provide a comprehensive, interactive learning experience that could engage AT&T's technical call center agents across sixteen key functional areas.
Step 2: Plan
We developed learning pathways with interactive activities, assessments, and micro-content using Articulate Storyline. Our aim was to deliver a customized experience that could be easily integrated into AT&T’s existing LMS.
Step 3: Action
We designed the web interface to serve as a hub for the learning pathways, creating a seamless user experience. Additionally, we implemented tracking features that allowed for real-time monitoring of learner progress, making reporting more efficient.
The Results
The new onboarding experience wasn’t just functional—it was a showstopper. AT&T’s agents were impressed by the sleek, visually stunning design that made their learning journey engaging and intuitive. The modern, polished interface stood out, capturing attention and driving faster learning. Administrators loved the streamlined tracking system, which made monitoring progress effortless. This project became a defining moment for Burning Carrot Design, setting a new standard for visually driven, high-impact learning solutions.
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