I had the good fortune of taking over the instructional design and update of the U.S. Department of State’s Web-Based Training for Passport Acceptance Agents. At first, my goal was just to keep the training courses, which are required annually for all new and existing Acceptance Agents, up-to-date. As time went on, though, I saw the opportunity to transform a yearly training obligation into a more thought-provoking experience.
Curriculum Scoping & Design
Credits: Clinton Otte-Ford (Instructional Design, Storyboarding, and eLearning Development), Clark Aldrich (Scenario Development)
Sample: Acceptance Agent Training
Goal: Meaningful Compliance
Screenshot from Original Branching Scenario on Passport Application Acceptance Process
Task: Reorienting Around Tasks
The client had prescribed my instructional design predecessors a course structure that emphasized strict coverage of all the topics listed in the agent reference guide. However, to begin to center the actual purpose and practice of job-defining tasks over straight facts, these colleagues introduced branching scenarios that allowed learners to apply facts to real job tasks. The addition of these scenarios set up the chance to put the tasks center stage and allow the facts to support them.
Action: Creating More Relevance
After gaining trust and goodwill over time, I was able to innovate by placing the scenarios with the job-defining tasks first and then following up with presentation and practice of only those facts that were needed to accomplish the mandatory tasks. For any additional facts needed occasionally, I placed emphasis on practice using resources to allow learners to support themselves.
Curriculum Outline with Suggestion to Place Scenarios First
Illustration of the Reorganization of “Info Slides (i-icons) Punctuated by Activities (hand icons)” to “Activities Supported by Info Slides”
Result: More Efficient Training
The revamped curricula resulted in more efficient training. For example, the New Agent course from 2018 contained 12 modules lasting about 30-minute modules whereas the most current iteration contains 6 modules lasting around 30-minutes each. We cover the same basic topics, but we give priority to what should be learned and/or memorized and allow learners to look up what is secondary.