The Problem

Burlington English (BE) develops web-based courseware with instructional content, teaching tools, and data-tracking systems for teachers. In 2021, BE hired many customer representatives (including myself) to support teacher, student, and administrator usage of the web-based program. During this period, customer representatives conducted all training sessions virtually. However, toward the end of the year, reps began visiting schools in-person. The reps, solely accustomed to training in a virtual setting, needed mobile access to training resources, school information, training history data, and technical troubleshooting guidance.

My Solution

I decided to develop a mobile app that would grant just-in-time access to all the data and resources customer representatives would need for an in-person professional development visit. The app platform easy navigation to cloud-based resources and information that is shared across all users in the company. Customer representatives can easily share and upload their own materials, notes, and training data. This collaborative sharing platform streamlines training preparation, ensures future training sessions build upon skills addressed in previous sessions, and increases trainer awareness of customer needs.

My Process

Analysis

As I represented one of the trainers for whom the mobile app was designed, I acted as Subject Matter Expert (SME) and end-user test subject. Analysis of the problem began with a Design Concept proposal. The proposal described the performance context, environment, and performance issue. Three potential mobile solutions support project rationale, feasibility, and strength/limitation considerations for end-users.

Design

Because I acted as end-user and SME, I approached this solution with a Successive Approximation Model (SAM). SAM allowed me to quickly produce a basic functioning prototype. I designed and developed the app simultaneously in Adobe XD.

Development

I designed and developed the app using the full features of Adobe XD. First, I created frame mockup templates and customized them for each screen of the app. Then, I connected the screens of the app using interactive button transitions.

Implementation

The first prototype of the app was tested by my classmates at FSU and teacher trainers at Burlington English

Evaluation

Test users provided feedback on the app prototype in a post-test survey. I also tested user experience by observing test subjects using the app. Results were positive about the effectiveness of supporting trainers while on the job. Feedback about navigation issues informed successive prototype models.