Call Center Open Enrollment Training for Government Health Care
The existing training curriculum is out of date in terms of format, visual design, and 508 accessibility compliance.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.
Rebuild the curriculum with a new format and an updated design for engagement and user friendliness. Design a new brand representing consumers as individuals.
16 eLearning modules
1 motion graphic
3 design team members
Rebrand a large, high-visibility eLearning curriculum and improve user experience.
Design a contemporary series of 16 eLearning modules with modern accessibility.
Create a brand that is fresh, engaging, and enjoyable.
Art Direction, Design, UX
InDesign, Illustrator, Photoshop, Captivate
Art & Design Direction
Because there is an ongoing contractual relationship with this client, they were familiar with our other projects. The client requested a design that would be compatible with a recent successful curriculum.
The color palette overlapped with the client's request but was expanded to reflect the diverse personalities and situations that would be presented throughout the curriculum. The broad range of colors empowered designers to tailor their products to the characters, allowing individual scenarios to have their own personality and mood while still maintaining the established brand.
To prevent the large palette from being burdensome or overwhelming, color combinations were recommended. Guidelines encouraged using only a few colors at a time to keep the design clean, reinforce a product's identity within the curriculum, and allow the selected colors to maintain a strong presence.
For this client, there is a contractual obligation that products are accessible for vision-impaired users. This means that text and background colors must meet a certain contrast requirement. The color palette included accessibility pass/fail indicators to help designers use the appropriately colored text for accessibility needs.
Photography was used to encourage users to empathize with the consumers represented and their stories. Designers were encouraged to use photography with natural lighting, realistic poses, and a wide variety of individuals. Photography was used with a blurred, monochromatic background to put the focus on the characters and allow the photographs to merge with the layouts.
Iconography was a secondary design element that was used when concepts required visualization. Guidelines for iconography included color usage, stylization, and stroke weight. Instead of drawing from the same pool of icons, designers were encouraged to choose icons appropriate to their needs and then tailor them to the style guide.
Visual & UX Design
A navigation bar was the primary method for the user to move forward and backward through the module, as well as to play, pause, and repeat audio. Buttons used a hover state that changed them from a line-based icon to a flat icon to indicate interactivity. When a standard action (such as moving forward) was unavailable, the button would appear at a lower opacity and would no longer react to the user.
Questions & Feedback
For interactive questions, answer options were placed in colored, rectangular buttons. Once a question was answered, the correct answer and the feedback would appear in the same color. Incorrect answers would appear on the background color with lower contrast.
For audio that simulated calls between a consumer and a customer service representative, both characters were shown within their own circular spaces. Both characters appear in black and white when they're not speaking. When a character speaks, the image fades to full color and their background changes from gray to color.