Audience

• New hire and current front-line ground operation (aka baggage handlers) employees that have varied backgrounds and experiences.

The problem

An urgent request came from senior leadership to ensure frontline employees received empathy training when handling the equipment of customers with disabilities (motorized and non-motorized wheelchairs, crutches, etc.). The training would need to be released to thousands of employees within two weeks. 

The solution

This was an all-hands-on-deck project. Multiple internal and external workgroups came together to develop and launch a video interview between a customer with a disability and a front-line employee. My role was to edit the raw footage, taken from another ID using MS Teams, in Final Cut Pro and create a rapid Articulate Rise 360 module to embed it in along with helpful content for the user. 

The process

I opted for the Successive Approximation Model (SAM) model to meet the quick deadline. Later, we partnered with the internal analysis team to gather level one survey data.

Iterative development phase

What I learned

This was an exciting and personally rewarding project. I was able to make a rapid, meaningful impact to improve the experience for customers with disabilities. I also enhanced my skills in video production (using carefully placed questions, branding, and music) and the SAM model.