Sonic HealthPlus · Occupational health

Teaching a service offering as a learning experience.

A course suite covering injury prevention, treatment and management for an occupational health provider. The subject is a commercial service model, which is a harder learning design problem than it sounds: the content is inherently a list, and a list is not a course.

Client
Sonic HealthPlus
Sector
Occupational health
Role
eLearning design and development
Period
2017
Audience
Confirm audience: internal staff, client organisations or both

01

The Sonic HealthPlus course cover: the organisation's logo above the title Injury Prevention, Treatment and Management Services, a strapline reading Sonic HealthPlus is your comprehensive injury management provider, and a photograph of a clinician with a stethoscope.

In 60 seconds

The problem
A service model with tiers, inclusions and exclusions, which people were expected to know and could only learn from a brochure.
My role
eLearning design and development. Confirm role boundaries
Scope
Learning design, visual system, interaction and assessment design, and course build across a suite of modules.
Where it got to
A branded course suite on one visual system. Add measurable outcome
Built with
Articulate Storyline

The situation

The content here is a commercial service model: tiers, retainers, what is included, what is charged for, and which service applies when. That kind of material is normally distributed as a document, and normally not read.

The recovered screens show it treated as learning instead, with the service distinctions taught through questions rather than stated in a list.

What was actually wrong

The temptation with service content is to explain the model and then test recall of it. That produces a quiz about a brochure.

What the recovered assessment screens actually do is put the learner in the position of answering a client's question, then correct the answer with the reasoning attached. The distinction is small on screen and large in effect: the learner practises the judgement rather than memorising the tier table.

What it looked like, and why

02Design systems

A course screen headed Injury Management Support Services with an early intervention subsection, explaining the importance of identifying workplace hazards and of prompt treatment, over a photograph of a clinician bandaging a wrist.
The content template: a yellow title band, a dark body plate, and imagery held to the lower half. Fixing those three zones is what lets a suite of modules read as one product without each screen being designed individually.

03Learning experience

A multiple-choice question asking how much it costs a client to sign up to tier one injury management, with four options and a submit control.A multiple-choice question about the definition of ergonomics, with a feedback panel reading Correct and giving the full definition.
Question and feedback as one designed pair. The feedback panel carries the whole reasoning rather than the word correct, which means a learner who guessed still leaves with the answer. Both states keep the question visible behind them, so the correction has something to attach to.

04Content design

A course screen headed Injury Prevention with an Education subsection, explaining that the health and wellness team deliver educational sessions to promote healthy and safe workplace practices, with a hard hat and gloves illustration.
The same template carrying a different content type. Consistency across a suite is only worth anything if the template survives the shortest and the longest screens, and this is the test case for the short one.

Where it got to

  • A course suite covering injury prevention, treatment and management
  • A reusable visual template applied consistently across modules
  • Question-and-feedback interactions carrying reasoning rather than confirmation
  • Add measurable outcome
  • Confirm number of courses/users

No completion, evaluation or commercial outcome data has been supplied for this project, and none is claimed.

Recognise any of this?

If your situation rhymes with this one, the useful next step is usually a short conversation about where the problem actually sits.

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Or write directly: glenn@glennhammond.com