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Designing U-M’s onboarding experience

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When new employees are hired at the Service Center, they undergo a week-long training process consisting of one-on-one mentor sessions and self-study MyLINC courses, ending with a certification process. Our combined skills of technical writing and UX design resulted in a training program that maximized functionality for both mentor and mentee in a friendly and approachable manner.

Latitude Brown, technical writer�latitudebrown@gmail.com

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about us

Problem

The existing training materials were overwhelming with too much information all at once, and made the certification process much more stressful than it needed to be. Further, they were also designed pre-pandemic for an office environment where a trainee was less isolated and could ask for help if needed.

Methods

Results

• Phase one is complete and seven new employees have been hired. All of them have gone through the restructured training, and all of them have passed the Phase One certification exam with flying colors.

Phase one training materials were drafted, including mentor training documents, My LINC courses, and the first certification. We edited the training materials in these ways:

• Changed passive voice to active voice in all training materials
• Structured the certification document to have clear grading scales, with added areas for facilitator notes
• Added interactivity within the modules through Knowledge Checks, instead of only having an end-of-module quiz
• Expanded mentor documents, including adding resource documents for trainees
• Created a style sheet of guidelines for the Service Center to follow when our internship is over

INTERNSHIP

Showcase

Kezia Kok, UX Designer�keziaqie.kok@wmich.edu