Choice Hotels

Project Overview

Rewards Program eLearning Program

As Lead Designer, I led a team to create the Choice Privileges Reward Program eLearning program for a global audience. We designed mini eLearnings, videos, and infographics for CHI hotel brands and then modified them for their luxury brand, Cambria. Next, we translated all deliverables into multiple languages.

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Process

Agile Development Process

First, I conducted analysis and presented a high-level program design to the client. We then created and tested one eLearning and used the results to shape the rest of the program. We released the English versions first and then collaborated with another vendor to translate and release deliverables into multiple languages.

Research Goals

Interviews and Content Reviews

I conducted interviews, focus groups and content reviews to discover how hotel employees would implement the rewards program, identify implementation goals and pain points per employee role, brand and location, and define technology and learning needs and constraints for a global learning audience across many brands.

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Learner Personas

Ensuring a Learner-Centric Design

Personas are a UX method for communicating user research information to team members during design and development. While it is not common practice in instruction design (yet), I created learner personas to help me remember the various needs based on brand, role, and location.

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High Level Design

Program Outline

After conducting analysis, I presented a high-level design of the program to the client. This document outlines the program goals, learning objectives, deliverables, curriculum map, instructional strategies, and sources of content. Shown here is an excerpt of the high-level design that outlines one of the 5-minute eLearning modules.

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Prototype & Testing

Collecting Initial Feedback

After the client approved the high-level design, we developed and tested one of the eLearning modules. We used the test results (shown here) to inform the rest of the program design.

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Design & Development

Storyboards, Scripts, Infographics

As the Lead ID, I designed all eLearning modules and conducted Lead ID reviews of all other work on the project: video scripts, infographics, quick reference guides, etc. I managed a Consistency Checklist and worked closely with the Quality Assurance Manager to ensure all branding and project-specific needs were met.

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Translation

French, German, Italian, Spanish

After we rolled out the program to an English speaking audience, we partnered with an external vendor to translate our storyboards and scripts into French Canadian, German, Italian and Spanish. Then, we updated the text and audio files for all deliverables.

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