Harvard Developments: Creating a Dynamic, Personalized Online Course

Harvard Developments wanted to create an online customer experience training course which would not only serve as an update to their current training, but also better reflect the property management industry. They needed a more modern look and feel to their training, as well as a more personalized eLearning course, with Harvard-specific examples and scenarios, to better engage employees. The expectation was that, by completing the online training, employees would have a strong understanding of the Harvard brand, understand the difference between customer service and the customer experience, be able to wow customers and prospects, and evolve their problem-solving skills, all to meet the desired outcome of creating an exceptional customer experience.

Our first step was to conduct subject matter expert interviews with the Harvard team, to drill down to the material they felt was most important for this course and get a better understanding of what makes Harvard unique. BaseCorp Instructional Designers created comprehensive learning guides that walked the team through our vision for each module, the content we would include, and how that content would be portrayed to the learner.

These learning guides were then used to build storyboards, and the final online version of the course; we created a fresh new template based on Harvard’s brand standards, and focused on creating a bright, interactive deliverable that would keep learners motivated along their learning journey. Throughout, we used imagery from Harvard’s graphics library, along with original illustrations from our in-house graphic design team. We wrote scenarios to insert the learner into situations they could very well encounter on-the-job and asked them to use what they had learned to choose the best response. We created “Expert Answer” questions that asked the learner to input their thoughts, before being presented with a video of a colleague answering the question in their own words. These interactions allowed learners to dig deeper and start thinking about how they would apply the training in their own roles.

Ultimately, we created a five module online course on Delivering an Exceptional Customer Experience for Harvard; learner feedback has been positive and, in fact, the team is looking to expand this course in the future. Select the play button below to take a look at some of the screens we created for this customer!

About Harvard Developments

As one of Western Canada’s most trusted and innovative real estate companies, Harvard Developments has developed a diverse portfolio of major office, retail and residential projects and delivering an exceptional, positive internal and external customer experience one of its primary desired goals. It is important to the organization that employees understand the expectations for achieving excellent performance in this area and learn key techniques.

For more information, visit their website.