Portfolio Project
APEX Needs Analysis
A performance consulting project identifying the root causes of inconsistent customer service and recommending targeted solutions beyond traditional training.
Role
Learning Experience Designer / Performance Consultant
Timeline
1 to 2 Weeks
Tools
Canva
Type
Concept Project
The Problem
The customer relations department at APEX Financial Services identified inconsistencies in service across the customer support team. Based on call recordings and Customer Satisfaction (CSAT) scores, the department was able to identify issues with team members providing incomplete and unclear information. The inconsistency in service led to an increase in customer complaints and lower satisfaction scores.
The initial request was to develop a training program to address these inconsistencies. However, further analysis revealed that environmental and system factors, along with knowledge gaps, contributed to the inconsistencies.
Solution
To address these concerns, a performance analysis was conducted to help identify the root causes of the inconsistencies and make recommendations to resolve the issues.
Rather than implementing a training first approach, the final recommendations focused on performance environment and support systems, including a redesign of the knowledge base, a performance support tool, and targeted practice opportunities. These solutions would enable employees to make quick and accurate decisions when interacting with clients.
My Process
Analysis & Discovery
Conducted stakeholder consultation and reviewed available performance data to identify gaps in service consistency. Differentiated between skill based issues and environmental or system constraints.
Root Cause Analysis
Identified three primary contributing factors: skill gaps in handling complex client scenarios, environmental pressures (high call volume, time constraints), and ineffective systems (outdated and difficult to navigate knowledge base).
Solution Design
Developed a set of targeted recommendations focused on performance support rather than traditional training, including knowledge base improvements, decision aids, and coaching strategies.
Visual Case Development
Created a visually structured consulting case using Canva to communicate findings, recommendations, and expected impact in a clear and stakeholder friendly format.
Results & Takeaways
While this was a concept project, it was designed to reflect a realistic performance consulting scenario. Key outcomes include:
- Demonstrated ability to diagnose performance issues beyond training requests
- Applied a performance consulting approach aligned with real business needs
- Designed a clear, visually engaging case study for stakeholder communication
- Incorporated data informed thinking and evaluation strategies
By using an ADDIE informed approach, this project challenged me to think beyond training requests and focus on what may be impacting learner performance in real world situations. Through this process, I was able to determine the inhibiting factors and make more effective recommendations.