UPS Equipment Returns

Lead Instructional Designer · 2024

A two-phase learning solution supporting a change in the equipment return process and addressing performance gaps that could result in incorrect customer charges.

My Role

Led the project from analysis through implementation, partnering with Retail Operations and subject matter experts to clarify business needs, manage changing requirements, design the learning solution, coordinate reviews and approvals, and support LMS deployment.

The Challenge

The equipment return process was changing to make Spectrum Retail Stores the first return option, ahead of UPS. The change was intended to reduce return costs while creating more opportunities for store employees to provide a positive customer experience and support retention.

As the initiative progressed, another performance issue emerged: equipment was not always removed correctly from customer accounts, which could result in incorrect charges. The learning solution needed to address both the process change and the performance gap.

The Solution

I designed the learning as a two-phase solution, so employees received the information they needed as the initiative evolved.

Phase I used a two-page infographic to introduce the change in return options, reinforce the customer experience expectations, and prepare Retail Store employees for an increase in equipment returns.

Phase II expanded the learning into an approximately 20-minute eLearning experience. Customer scenarios reinforced the return process, and a system simulation allowed employees to practice removing equipment correctly from a customer account.

A Key Design Decision

During development, I discovered that the internal procedure employees relied on contained inaccurate information about removing equipment from customer accounts. Rather than using training to compensate for incorrect source information, I recommended the procedure be updated.

This allowed the learning to reinforce an accurate process while ensuring employees had reliable information to reference after training.

Adapting to Change

As the retention strategy evolved, I explored an additional reinforcement concept: a short interview-style podcast called Reimagine Retention. I developed a prototype in Vyond and used AI to help draft the audio script.

When the retention strategy changed again, the podcast was no longer aligned with the business need, so it was removed from the final solution. Rather than continuing to develop a deliverable that no longer served the project, I refocused the learning on the updated requirements.

Outcome

The learning was implemented and remained in use. Level 1 evaluation data provided learner feedback, but no performance or business-impact data were available to confirm whether the training reduced process errors or customer charges.

The project also strengthened my partnership with Retail Operations and reinforced the importance of staying flexible when requirements, timelines, and business strategies change during development.