Project: Introduction to Monthly Payments (Canada)
Company: Apple Inc. (corporate level)
Scope: Apple Retail, Canada
Format: Online/E-Learning courses
Project Length: <1 month
Project Retired?: No
My Contributions: four new courses, one new regional curriculum, scripted interactive training simulator
Programs Used: Pages, Numbers, Workfront, Quip
In addition to working on the Ways to Buy curriculum redesign, I was asked to consider new instructional content for a new payment method rolling out for Apple customers in Canada. Previously, Canadian customers did not have any options for monthly financing their Apple products. So with the unveiling of new financing options through PayBright, there was also a need for standard learning content directed to Canadian retail employees that would guide them on having these new financing discussions with customers.
The turnaround for this project was allotted a fair amount of time to construct, but as it was introduced towards the end of my apprenticeship, I had a short time to draft some working content. My mentor decided that since I had done so much work on the Ways to Buy content and had built an Introduction to Monthly Payments course from scratch that I would be the perfect person for the job.
A key component when constructing the new Monthly Payments curriculum for Canada was outlining how to position monthly financing to the customers. It was important not just to walkthrough the financing process, but also to highlight keywords and opportunities for suggesting monthly financing to customers since it would be a change in conversational flow and would require more probing questions. So in addition to the PayBright walkthrough course, I also devised a targeted monthly financing introductory course, practice customer dialogue course, and a new introduction to iPhone monthly payments (as iPhone financing has a lot more details to consider).
I bulleted these points to hit in my design:
APPLE Steps of Service
Full personalized solution
Tools to finance even if it’s not today
They’re all our customers even if it’s not a sale today
I managed to project a new curriculum architecture as well as four new courses to present. I conferred with stakeholders from the Canada retail market as well as PayBright SMEs. And while the project did fit within the scope of Ways to Buy, it was mapped out for release after the Ways to Buy curriculum would go live as the actual process for financing with PayBright had a later release date.
At the time that I left my apprenticeship, the screen flows were being updated for the training simulator that I had scripted. So while I did not bring this project to the finish line, I oversaw much of its completion. And I kept in communication with my former team when it came time to integrate the new curriculum into the Ways to Buy overarching curriculum.
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