Redesigning installer training to reduce setup errors by 45% and cut onboarding time in half
Lead Instructional Designer
4 months (2024)
2 Instructional Designers, 1 Multimedia Developer, 3 SMEs
Field installation technicians
A leading modular workspace solutions company was experiencing high error rates and extended onboarding times for new installation technicians. The existing training consisted of dense PDF manuals and shadowing experienced installers, leading to inconsistent knowledge transfer and preventable mistakes in the field.
Key Pain Points:
The company needed a scalable training solution that could quickly bring technicians up to speed while reducing costly installation errors that impacted customer satisfaction.
I conducted a comprehensive needs analysis to understand the root causes of training gaps:
Met with installation managers, experienced technicians, and operations leaders to understand business goals and performance gaps
Shadowed new and experienced technicians during actual installations to identify critical decision points and common mistakes
Mapped the complete installation workflow, identifying 47 discrete tasks across three complexity levels
Reviewed 6 months of installation reports to identify the most frequent and costly mistakes
I designed a blended learning solution combining interactive digital training with mobile-accessible performance support tools:
Created five scenario-based modules using branching simulations that allowed learners to practice decision-making in realistic installation scenarios without the cost of real-world errors.
Note: Actual screenshots omitted to protect proprietary content
Developed mobile-responsive quick reference guides with step-by-step photo sequences, safety checklists, and troubleshooting flowcharts accessible on tablets or phones during installations.
Design Principle: Each job aid could be completed in under 90 seconds, designed for use while wearing work gloves on outdoor job sites.
Produced 23 short-form video demonstrations (2-4 minutes each) showing critical techniques from multiple camera angles. Videos featured experienced installers sharing tips and common mistake prevention.
Implemented a three-tier certification system aligned with installation complexity, allowing technicians to demonstrate competency before progressing to more complex jobs.
Complete Modules 1-3, pass practical assessment
Complete Module 4, pass complex configuration assessment
Complete Module 5, demonstrate troubleshooting expertise
I followed the ADDIE model with rapid prototyping and continuous stakeholder feedback:
Created low-fidelity prototypes of each module and tested with 5-7 technicians before full development. Made significant revisions based on usability feedback, including simplifying navigation and adding more visual cues.
Conducted weekly reviews with subject matter experts to ensure technical accuracy while maintaining instructional best practices. Balanced expert knowledge with learner needs.
Ran a pilot program with 12 new hires, gathering data on completion rates, assessment scores, and time-to-competency. Used pilot results to refine content and assessments before full rollout.
The new training program launched company-wide in Q2 2024. Results were measured over a 6-month period comparing trained vs. previously-trained cohorts:
45%
Reduction in installation errors
From 28% to 15% first-time error rate
50%
Faster time-to-independence
From 6-8 weeks to 3-4 weeks
92%
Learner satisfaction rate
Average rating of 4.6/5.0
89%
Mobile job aid usage rate
Used on 89% of installations
"This training actually prepares you for what you'll face on site. The videos and job aids are game-changers."
— Field Installation Technician, Post-Training Survey
Technicians didn't need to memorize everything—they needed quick access to the right information at the right moment. The mobile job aids saw higher engagement than the comprehensive eLearning modules.
Video demonstrations from real installers were more credible and memorable than narrated animations. Seeing experienced hands perform techniques built confidence faster.
Scenario-based learning that reflected real job site conditions (time pressure, environmental factors, equipment limitations) transferred better to actual performance than sterile simulations.
The certification path allowed learners to build confidence with simpler installations before tackling complex configurations, reducing anxiety and improving retention.
This project reinforced my belief that effective instructional design starts with deep understanding of the learner's actual work context. By spending time in the field observing installations, I gained insights that transformed what could have been generic training into a targeted performance intervention.
If I were to do this project again, I would invest even more time in the initial needs analysis phase and involve learners earlier in the prototype testing. The most valuable feedback came from technicians trying out early mockups—I wish I had tapped into that resource sooner.