The Home Services organization struggled with properly managing their customer relationships and projects that they were involved in daily. Many employees were not entering the data needed in Redfin’s Customer Relationship Management (CRM) platform, causing project delays and cost overruns. The root cause of employees not entering the information into the platform was because of a lack of knowledge on how to use Redfin’s CRM mobile tool.

The Home Services program team asked me to create an engaging virtual classroom that provided learners the opportunity to explore the mobile platform and increase their skills in using the tool. The goal was to reeducate every employee using the mobile platform to address the issues related to the bottom line of the business and program efficiency.

I designed a fully interactive gamified virtual instructor-led workshop that included opportunities for the learners to receive hands-on practice exercises using the mobile platform. I partnered with stakeholders to write the content, outlines, and Google Slide materials, creating a wholistic learning experience. I developed all the graphics for the workshop and designed all the slide layouts.

The workshop was a great success! Following the workshop, learners showed a change in their behaviors and the program team reported a reduction in project costs and an increase in data into the platform month-over-month.