EDU 533 week 6 assignment

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EDU533 – Instructional Design & Development

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Courtney Hopkins July 29, 2025

Edu 533 Instructional Design and Development Professor: KATZ

EDU533 – Instructional Design & Development

Week 4 Assignment – Task and Learner Analysis Matrix

OVERVIEW

Please see a “sample” of the Task and Learner Analysis Matrix table below. This information aligns with the textbook’s readings, Task and Learner Analysis. Please be aware that not all sections are applicable to your design. In those instances, enter “N/A” in the right column.

• The content in place are examples of how you will approach the assessment.

Note: This Week 4 Assignment – Task and Learner Analysis Matrix table will be required to complete the Week 6 Learning Journey Map assignment.

• Please upload to the grade book and then save a copy of this template to your computer to refer to in Week 6 of the course.

Sample Table of the Task and Learner Analysis Matrix

Section Description of Content Information Below

Purpose of the Course High-level outline of what the course is about: •

Audience Description Is this for PK12, Higher Ed, Corporate, or Government?

Type of Course A Course, Curriculum, A Class or a Training Program?

Course Objectives • Demonstrate

• Identify

• Execute

Please be sure to use measurable verb here. Assessment Plan • On going assessments

• Knowledge checks in micro-training assets

• An eLearning scenario-based assessment incorporating all

skills at the conclusion of a series of training events

EDU533 – Instructional Design & Development

Estimated Development Time

Always give an estimated time a little longer than what you think it will take to allow for project creep. It is always better to under promise and over deliver.

Instructional Methodology • ILT/VILT or eLearning a s best fits the need.

• Lecturettes, role-playing, games, etc. based on need

Module Structure and Scope

• Determine specific learning objectives and goals

• Define the boundaries and deliverables

Post Training Support • Job aids

• Online FAQs

• Matrixes

Measurement After the training, how will success be measured? We can measure long term success of training with assessments spread out over time as mentioned earlier. Some creative tools might be:

• Scavenger Hunts

• Games

Development Tools / Delivery Modality

Once you know the delivery method(s) for the material you’ll need to gather resources:

• SME to review and give input as you develop

• Software tools for development

Development Team Roles and Responsibilities for this project

If this is a larger project, reach out to team members to fulfill parts of the development process. Create a task and assign bit-sized pieces to the right people with realistic deadlines.

Table 1 Sample of Task and Learner Analysis Matrix

EDU533 – Instructional Design & Development

INSTRUCTIONS

Please use the following table below to complete the Task and Learner Analysis Matrix.

Write 1 to 2 paragraphs for each section. Please use Strayer Standard Writing and source as required.

Course Sections Place Content Below

Purpose of the Course The purpose of this training program is to enhance customer

service skills among frontline employees within a corporate

telecommunications company. The goal is to improve customer

satisfaction scores, increase client retention, and reduce

complaint resolution time (Ali, 1). This program will focus on

communication techniques, conflict resolution, and use of

internal support tools.

Audience Description This training is designed for corporate employees working in customer service roles within a telecommunications company. The audience includes both new hires and experienced agents who need a refresher on customer handling protocols (Ali, 2). Participants vary in age, cultural background, and experience with technology but share the common role of supporting customers via phone, chat, and email.

Type of Course Training Program

Course Objectives - Demonstrate effective customer service communication strategies. - Identify key internal tools used in customer interaction. - Resolve basic customer complaints using problem-solving techniques. - Execute proper escalation procedures for complex customer issues.

EDU533 – Instructional Design & Development

Assessment Plan Assessments will include interactive simulations, live role-play

evaluations, and a final scenario-based eLearning assessment. In-

training quizzes will test understanding of internal tools. A post-

training evaluation form will be used to assess participants' self-

confidence and perceived knowledge gain.

Instructional Methodology The training will use a blended learning approach combining virtual instructor-led training (VILT), self-paced eLearning modules, and live role-plays. Lecturettes will provide theory, while breakout activities will encourage practice (Clark, 3). Gamified elements will be included to boost engagement.

Estimated Development Time

The estimated development time is 5 weeks. This allows for content design, subject matter expert review, media production, and quality assurance. A buffer is included to accommodate feedback and edits.

Module Structure and Scope

The training will consist of four modules: 1. Introduction to Customer Service 2. Communication Skills and Empathy 3. Navigating Internal Tools 4. Conflict Resolution and Escalation Protocols. Each module will include clear learning objectives, interactive components, and performance-based assessments. The full scope is limited to introductory- to mid-level employee training.

Post Training Support After training, employees will have access to job aids, an internal knowledge base, FAQs, and coaching sessions. Team leads will receive refresher guides to support continuous improvement and mentoring. A community forum will be set up for peer-to-peer support.

Measurement Success will be measured through a comparison of pre- and post-

training performance metrics such as customer satisfaction

(CSAT) scores, average call handling time, and issue resolution

rate (Clark, 3). Long-term success will be measured through

quarterly feedback surveys and follow-up knowledge checks.

EDU533 – Instructional Design & Development

Development Tools / Delivery Modality

eLearning modules will be created using Articulate 360 and Rise. VILT will be hosted on Zoom or Microsoft Teams. SCORM- compliant LMS will be used for tracking. SMEs, instructional designers, and media developers will collaborate during content development. Interactive simulations will be built using Vyond or Adobe Captivate.

Development Team Roles and Responsibilities for this project

The instructional designer will oversee the project plan and curriculum structure. SMEs will provide content knowledge and review accuracy. A media developer will create visuals and interactions. A learning technologist will handle LMS integration. The project manager will track progress and ensure deadlines are met.

EDU533 – Instructional Design & Development

Sources

1. Ali, Mr Shahid, Muhammad Tufail, and Rashida Qazi. 2022. "Training evaluation models: Comparative analysis." Research Journal of Social Sciences and Economics Review 3.4; 51-63. https://doi.org/10.36902/rjsser-vol3-iss4-2022(51-63)

2. Ali, Clement A. 2021. "A comparative study of SAM and ADDIE models in simulating STEM instruction." African Journal of Educational Research. https://doi.org/10.30918/ AERJ.xx.xx.xxx

3. Clark, Ruth C., and Richard E. Mayer. 2023. E-learning and the science of instruction: Proven guidelines for consumers and designers of multimedia learning. john Wiley & sons.

https://doi.org/10.36902/rjsser-vol3-iss4-2022(51-63)