401 what’s your story? using personas to focus your

eLearning Instructional Design: Advanced and Breakthrough Techniques

May 17 & 18, 2012

401

What’s Your Story? Using Personas to Focus your

Instructional Design

Brendan Peterson & Jennifer Cote, Salesforce.com

eLearning Instructional Design: Advanced and Breakthrough Techniques — May 17 & 18, 2012

Session 401 – What's Your Story? Using Personas to Focus Your Page 1Instructional Design – Jennifer Cote & Brendan Peterson, Salesforce.com

What’s Your Story?Using Personas to Focus Your Instructional Design

Brendan PetersonSenior Manager, Training and Certification

Jennifer CoteSenior Curriculum Developer

A Training Conundrum



Our Challenge

One-Size-Fits-All Training

Something Must Be Done!

We needed to create context for our learners.

We needed to build stories to frame the context.

We needed characters to drive our stories.

context charactersstories



Experts to the Rescue

Pulled together a group of audience experts

Asked lots of questions

Gathered stories about what administrators do

Developed and delivered a survey

Analyze Data

Beginner Experienced Advanced

TopicTopic

TopicTopic

TopicTopic

TopicTopic

TopicTopic

TopicTopic



Discovering a Framework

Persona

Personas identify users’ context, motivations,

expectations, and goals.

Personas identify users’ context, motivations,

expectations, and goals.

Multiple Personas for a Single Role

Administrator

Rufus the NewbieJust getting started

Administrator

Jessie the Assured AdministratorKnows the basics; ready to do more

Administrator

Phillip theProblem SolverKnows what he’s doing; faces complex business problems



Persona Construction

Rufus has spent a lot of time doing assistant-level work using Word, PowerPoint, and Outlook. His company recently purchased Salesforce and he was just promoted into this position. Rufus is the primary administrator and thinks he needs to know everything, quickly.

Rufus is overwhelmed by everything he needs to learn and he doesn’t know where to start. He wants to feel comfortable and confident using Salesforce.

Rufus would benefit from an overview of what an Administrator does day to day, as well as a timeline of when he should do what.

Rufus knows how to deal with the basics of technology. He should spend time exploring the basics of the Salesforce model, as well as learning what is needed to get up and running. He also needs to know where to go to get the answers to his questions.

Salesforce System Administrator

Administrator


Expertise

Outlook

MS Word

PowerPoint

ACT

2 days as a Salesforce Admin

Persona NamePersona Name

Experience LevelExperience Level

RoleRolePicturePicture

Experience DetailsExperience Details

ExpertiseExpertise

Path to SuccessPath to Success

Time at JobTime at Job

Job TitleJob TitleJob TitleJob Title

2 days as a Salesforce Admin



Path to Success

Experience Details Job Title

Expertise

Role

Persona Name

Experience Level

Time at Job

Training & Certification

Cast of Personas



Time to Design

Design Doc

Persona:

Course Story:

AW Computing is a medium-sized company that supplies computing equipment to both businesses and individuals.

AW Computing has a lot of legacy data that is stored in external systems. The company needs Rob Lee, the new Salesforce administrator, to mass-import legacy accounts, contacts, and sales deals into Salesforce. This will allow AW Computing to analyze historical data.

Administrator


Whole Lotta DataCourse Title:



Administrator


Administrator


Course Title: Whole Lotta Data

High-Level Objectives:

Describe how to move data in

and out of Salesforce so you can

leverage existing data and don't

have to start from scratch.

Use the Import Wizards to move

data into Salesforce so users

can access their existing

records.

Course Title: Dirty Data Buh-Bye

High-Level Objectives:

Reduce the instances of dirty data

so that the ongoing task of data

maintenance is not overwhelming.

List the Best Practices of Data

Management to better maintain

data hygiene before, during, and

after data entry.

Describe how to ensure that you

have adequate storage space to

run your business.

Administrator


Administrator


First we’ll click Your Name | Setup | Manage Users | Users.

First we’ll click Your Name | Setup | Manage Users | Users.

Now we’ll click Edit next to Sara Jones to modify the user record.Now we’ll click Edit next to Sara Jones to modify the user record.

We are looking at the Manage Users page in the Setup menu.We are looking at the Manage

Users page in the Setup menu.

We’ll modify the user record for Sara Jones.

We’ll modify the user record for Sara Jones.

Talk to Your Persona



I Personas

The Results



Context

Stories and Characters



Administrator


Personas give us a framework for creating context, stories,

and characters.

Personas give us a framework for creating context, stories,

and characters.

Marketing

Management

Learning paths

Q + ABrendan Peterson

Senior Manager, Training and Certification

[email protected]

Jennifer Cote

Senior Curriculum Developer

[email protected]

401 what’s your story? using personas to focus your

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