Five Rules to Fuel Your Communication Power in Auto Service
"5 Rules to Fuel Your Communication Power in Auto Service" is an infographic job aid designed to help auto service managers promptly learn about essential rules they should follow when assisting their customers. I employed A/B testing as my primary UX design method to efficiently collect feedback throughout the developing process.
Audience: Service managers at automotive mechanic shops
Responsibilities: Instructional Design, Graphic Design
Tools Used: Adobe XD, Adobe Illustrator, Google Doc
Overview
The client, Pristine Auto, reached out to me to help their junior auto service managers improve their job performance by filling the skill gap in communication with their customers. I worked closely with the subject matter expert (SME) and created a scenario-based eLearning simulation to help the managers exercise their communication skills in handling demanding customers.
Along with the eLearning experience, I decided to create an infographic job aid to enhance the learners’ knowledge retention. This job aid allows the managers to refresh the five essential rules of effectively communicating with their customers.
This job aid alone is a concise and helpful tool for auto service managers to learn about the five critical rules when serving their customers.
Development Process
With Adobe XD and Illustrator as my tools of choice, I developed this infographic with customized graphics. I applied A/B testing and visual design principles throughout the process.
Text-based Storyboard
I consulted with the SME and identified the five immediate actions the managers should take. I created a full instruction draft elaborating each “action” as part of the eLearning text-based storyboard. Then I drew out the keywords and rephrased them into the “five rules” followed with the simplified “DOs and DON’Ts” on each rule to briefly explain what the managers should or should not perform.
Visual Mockups
I created the visual mock-ups using Adobe XD and Illustrator, which allowed me to customize the graphics and rapidly design multiple versions of the infographic in iteration.
To echo the eLearning simulation and keep the design consistent, I selected some graphics from the same auto-theme illustration collection I used in the eLearning project.
A/B Testing
Over the development process, I employed A/B testing to collect feedback from the client on the different versions. Then I made my design decisions accordingly.
After getting the feedback from the SME, I decided to include only the “DOs” on each rule to make the job aid more concise and focus learners’ attention simply on what they should perform in real work.
Guided by visual design principles in iteration, the final version applied the best practice on contrast, scale, balance, and visual hierarchy, to make the readers follow through easily.
Results & Takeaways
After the client rolled out this job aid, the managers found this infographic immediately provided them (the learners) actionable performance tips to practice their communication skills with their customers. Those who had finished the “communication skills” eLearning simulation found that this job aid allowed them to review and refresh the core knowledge they obtained.
Less is More. Conciseness is the key, also the biggest challenge, to designing a helpful and visually appealing infographic. This project allowed me to bring the best practice to help learners reduce their cognitive load and focus on the essential information.
By practicing A/B testing in the iteration, I also learned the importance of user testing in the instructional design to bring out the best user experience design.
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