Open Enrollment 

Call Center Open Enrollment Training for Government Health Care

Brief

Problem:

The existing training curriculum is out of date in terms of format, visual design, and 508 accessibility compliance. The needs of individual consumers can be overlooked or left unmet when customer service representatives receive calls en masse, as they do during open enrollment.

Solution:

Rebuild the curriculum in an updated format and with an updated design for engagement and user friendliness. Design a new brand representing consumers as individuals.

Scope:

  • 16 eLearning modules

  • 2 infographics 

  • 1 motion graphic

Team:

3 design team members

Opportunity:

Rebrand a large, high-visibility eLearning curriculum and improve user experience.

Goals:

  • Design a contemporary series of 16 eLearning modules with modern accessibility. 

  • Create a brand that is modern, engaging, and enjoyable. 

Role:

Art Direction, Design, UX

Software:

InDesign, Illustrator, Photoshop, Captivate

Year:

2019

Category:

eLearning Curriculum

Art & Design Direction

  • Early conversations with the stakeholder identified a need for a clean brand focusing on consumers. Initial drafts of products were presented to the stakeholder and client and received approval.
     

  • Based on approved images and curriculum needs, the visual design direction was documented in a style guide.
    The style guide was treated as a living document that could be updated as new instructional needs led to new design needs.

Motion Graphic

  • The design team was given a written overview of the content for the motion graphic. From there, the team drafted a script for a 30-second motion graphic and a corresponding storyboard.
     

  • Once the script and storyboard were approved by the stakeholder, the storyboard was rendered in stills for animation.

screen1.jpg
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screen1.jpg

Visual Design

Photography was used to represent consumers throughout the curriculum and to accompany content, scenario-based questions, and audio. Characters were repeated to encourage users to feel empathy and develop a relationship with the stories presented.