Chris's Scenario based learning template

Cloud created by:

Chris Basson
19 January 2013

Actors: Personas (who is involved?)

New sales guy -  The person that just started to do over the counter sales (OCT).
Old Hand – Have been doing OCS for more than a year.
Little experience - The one with little proficiency in OCS
Average experience- The one with average proficiency in OCS.
High Experience – The one with a lot of proficiency in OCS.
Social butterfly – The person that easily engages in social activities.
Last in – The person that only engages socially because s/he must.
Tech dude – The person that is technologically advanced and comes to grips with technology quite fast.
Tech last – The person that has a very low proficiency in using technology.
Time troll – The person with a lot of time to spend on training.
Fast one - The person with a little time to spend on training.
Model citizen – The person that can spend time on training after work.
Not now – Can not spend time on training after work.
Supervisor – The supervisor of the OCS agent.
Reactor – The person that takes natural lead in group based scenarios.
Grouper – The person that does not initiate but follow the trend of the group.
Sit in - The person that sits back and is passively involved with group work.

New sales guy - Little experience - Social butterfly

Goals: (why?)

New sales guy -                Needs to acquire the terminology and context of OCS.
Old Hand – The person has the context and knowledge of OCS.
Little experience - Wants to get better at over the counter sales (OCT).
Average experience- Wants to optimise their skills and learn something new to get the edge.
High Experience – Wants to perfect his already competent sales skills.
Social butterfly – The person wants to interact socially with people
Last in – The person that only engages because s/he must due to the form factor of the engagement and is only interested in completing it as quick as possible.
Tech dude – This person wants to work with the project because he understands the technology used in it.
Tech last – This person wants to engage in learning but does not have the technological know-how to engage with the learning solution.
Time troll – The person has a lot of time to spend on training and can thoroughly go over each aspect of the learning
Fast one – This person wants to engage with training but do not have a lot of time to set aside for it
Model citizen – The person would like to spend time on training after work.
Not now – This person only wants to engage with learning during office hours.
Supervisor – The supervisor wants to take part in the learning to support agents through coaching.
Reactor – The person wants to take the lead and create structure.
Grouper – The person that does not initiate but wants to follow the trend of the group.
Sit in - The person that is only there and do not take part in the group activities.

Settings: (where & when?)

Most of the action happens in at the workplace and during office hours but the learners will have an option to engage after hours.

Objects: (what things are involved?)

  • Smartphone
  • Laptop
  • Tablets
  • Supervisors

Actions:  (what do actors do?)

The learners are engaged in a small group online learning solution that is constructed from the constructivist perspective in a type of social learning.

Extra content

New sales guy - Little experience - Social butterfly – Tech dude – Time troll – Model citizen – Reactor
Tom started new in the company as a manager for sales consultants and it is his first experience with over the counter sales. He is a very sociable person and creates relationships with every one wherever he goes. Everyone seems to like him as he is always there to help when it is needed. He seems to be very clued up regarding anything technological and could navigate the company's system in no time at all. He likes to learn and seems to have a lot of time to do so. He amazes  everyone with the amount of communication devices that he has and he always seems to be connected with his friends on social networks. He is someone that reacts quickly to changes and can quickly organize people to performing different tasks. He hangs around the office after work and seems to have a lot of spare time on his hands. He always takes pamphlets or reading material that he emails to his personal account to study them and gain more knowledge that way.

Old Hand - Average experience - Last in – Tech dude – Time troll – Model citizen - Grouper
James started in the company a long time ago in his role as a team leader and he has done over the counter sales for more than three years but he does not seem to be one of the companies' best sales people. He knows everyone in the office but does not regard them as friends. It generally takes a long time for him to be comfortable in a new crowd of people. Of all the people in the office he is the one that knows the company's system the best and have even connected his iPad and iPhone to the network for him to be able to work remotely. He always seems to have a lot of time on his hands and are even willing to work after hours if he can see the benefit in it. He always seems happy to go along with what the rest of the group decides to do but never provide any suggestions. Because he is always studying learning material at home he is very clued up and well informed about current affairs in the company.

Old Hand - High Experience – Social butterfly – Tech dude – Fast one - Not now – Reactor
George has been with the company for five years, being a team leader for the last two. He seems to know everything about over the counter sales and is always willing to share his experiences with anyone who wants to listen. Everyone in the office likes him because he seems to take a personal interest in each person. He is tech savvy and the go-to-guy when something strange happens with a computer. He seems to be busy all the time and leaves the office directly after work because of other commitments. He does not seem interested in decisions regarding the group and is happy to go along with the majority. George does not like to spend his personal time on things regarding the company.

Chris Basson
13:36 on 20 January 2013 (Edited 14:33 on 20 January 2013)

Tom Is 21 years old and very energetic and very chatty. He is single and stays with some of his friends who all pay rent for the apartment they live in. He has many friends and spends his available time socializing. He is outgoing and believes that life is what you make of it. It always seems as if he is having fun wherever he goes not taking life's strains too seriously. After Tom left school he started his career as a journalist at a local newspaper where he did quite well for himself. He supplemented his income with the commission he received from selling advertisements. His success with sales motivated his decision to get involved with over the counter sales where the commission, if he was successful, stands to be quite a sizable amount. 

He started new in the company as a sales consultant and it is his first experience with over the counter sales. He is a very sociable at work and quickly creates relationships with his fellow employees. Everyone seems to like him as he is always there to help when it is needed. Mostly it is with menial office tasks as he does not have a lot of on the job knowledge. He seems to be very clued up regarding anything technological and could navigate the company's system in no time at all. He likes to learn and seems to have a lot of time to do so. He amazes  everyone with the amount of communication devices that he has and he always seems to be connected with his friends on social networks. When the manager asked for someone to organize the Christmas party he volunteered immediately. He was quite successful in organizing everything assigning small tasks to his fellow employees, even the manager. He sometimes hangs around the office after work to chat with people or to read some of the communications the company sends out. He always takes pamphlets or reading material that he emails to his personal account to study them and gain more knowledge that way. 

In the learning intervention that his manager enrolled all the employees in he was the first one to access the new website. He created his own profile and played with the system so after not long he was able to help others do the same. He came in one morning boasting that he has already completed the first exercise on his iPad while he was lying in bed. He was quick to create connections or links to each one of his colleagues. He was even able to tell his colleagues about interesting features of the system. In the group exercises he was keen on exploring the new approaches to learning and posted a lot of his ideas on the system.    


James is 42 and lives in a house that he and his wife had bought soon after their marriage. James has worked for the company all his life. The company went through a restructuring process about a year ago where he was moved from his old job as a data analyst to an unfamiliar field of over the counter sales. It was a stressful period for him but after the process he was just too lucky to have a job, even if it meant doing something he does not really like. He has lost faith in the company being true to its promises and only invest as much energy as is necessary to get him through the day.

He does not seem to be one of the companies' best sales people but he is not one of the top performers even. He knows everyone in the office but does not regard them as friends. It generally takes a long time for him to be comfortable in a new crowd of people and he took some time before he started feeling relaxed amongst his new colleagues. Of all the people in the office he is the one that knows the company's Computer system the best and have even connected his iPad and iPhone to the network for him to be able to work remotely. He always seems to have a lot of time on his hands and but he is not willing to work after hours even if he could see the benefit in it. He always seems happy to go along with what the rest of the group decides but never provide any suggestions. 

His manager signed him up for a new learning solution that forces him to work with his colleagues in virtual groups. Although he understands the technology behind it he had always found the world of "social Interaction" over a network to be superflicient. He would rather talk to people than send them messages and he is not one of the most talkative people in the company. He sees this new training intervention as something that he is forced to deal with and only engages in it as much energy as possible to get by. His supervisor once remarked that he could contribute more to the topics under discussion on the learning system.

Chris Basson
16:20 on 21 January 2013

Embedded Content

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Joshua Underwood
9:52pm 19 January 2013


It is interesting that you have characterised so many personas with different goals and I can see how these might help each other in some kind of social learning as you suggest but I'm not very familiar with the settings and practice of OCS. It would help me understand that if you can illustrate how this might play out with these personas by telling some short stories: e.g. how might new sales guy gain some of the terminology with the help of one or more of the other personas and the tools you mention? How might this happen in the office in work hours and how might it extend to out of office hours?

Chris Basson
10:56am 20 January 2013 (Edited 11:13am 20 January 2013)


Joshua 

Thanks a lot for the feedback, I really appreciate it.

Please help me to understand this better. A persona will be more a combination of the factors that I mentioned for example Old hand-Tech last-Sit in - Not now - Fast one would be:

A person that has been with the company for over a year and is not very technologically minded and does not like to be part of group activities. He does not like technology and only work on computers when he has to. He owns a cell phone but he only uses it to make phone calls. He does not have a computer at home and does not have access to the internet after hours. He can barely surf the internet when he is at work but does not understand this social networking thing.(From this description I can add a few more components to the list)

I can see that the above is more in line with the personas we are discussing. But by breaking the personas down in persona components can make it easier for me as a developer to work with than the plethora of personas when they are combined like:

Old hand-Tech dude- Sit in - Not now - Fast one
Old hand-Tech last - Grouper- Not now - Fast one
Old hand-Tech last - Reactor - Not now - Fast one
Old hand - Tech dude - Reactor - Not now - Fast one

Does this make sense or am I completely missing the point?

Thanks a lot for the assistance I appreciate it.

Chris Basson
1:40pm 20 January 2013


Josh or anyone

I have created a few personas under extra content and i can see the benefit of typing out a persona. I do not think it is necessary to write down each variation of the persona for each changing factor but I do find it a very good guideline for creating different personas.

Please give me your feedback.

Chris

Helen Whitehead
3:41pm 20 January 2013


I think you are being a little bit too removed from your personas.  Rather than Old hand-Tech last-Sit in - Not now - Fast one, give him or her a name and think of them as a human being not a type.

This is nearer but is still not someone you can imagine as your student while you are designing:

A person that has been with the company for over a year and is not very technologically minded and does not like to be part of group activities. He does not like technology and only work on computers when he has to. He owns a cell phone but he only uses it to make phone calls. He does not have a computer at home and does not have access to the internet after hours. He can barely surf the internet when he is at work but does not understand this social networking thing.(From this description I can add a few more components to the list)

What about:

John has been with the company for 15 months, and is known as a bit of a loner and not very happy with technology. He reluctantly turns up to meetings and doesn't talk much, and only works on computer when he has to. He is slow at this and does not ask enough questions to enable him to improve. He has a Nokia phone that makes calls but is not a smartphone.  He was asked to contribute to a mailing list at work but never contributed. He runs a youth football team and wonders if it would be handy if it had a webpage or something to do with this Facebook thing so he can communicate with the youngsters and organise practice times.

Does this flesh him out and give you a way to reach him?

Hope this hekps and you din't think it's completely rubbish!

Helen

Yishay Mor
10:14pm 20 January 2013


Hi Chris, The way I read it, your personas are Tom, James and George (no girls?). The phrases at the top are closer to what I would call "intentional factors". So, George being an olds-hand will modulate his concerns, and shape the way he engages in the learning experience you design. Try to give these personas a bit more volume - why is George so quick to go home, what other commitments? How old is Tom? Most important: what do they expect to get out of the designed experience? What do they see as barriers to their success?

Chris Basson
4:24pm 21 January 2013


Thank you so much for the feedback, I have taken a second look at the personas and elaborated more on James and Tom as personas in the latter part of the comment. I understand the power of a more elaborate persona.

Any more feedback would be appreciated.

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