Capability Reflection Tool

Project summary

Overview

A responsive single-page application for Specsavers team members to regularly report their progress in each of the capabilities of the 'CREATE' customer service program, and for mentors to monitor and assist their team members.

The Capability Reflection Tool was designed for users to review their team's quantitative scoring across the six CREATE capabilities.

It features 2 modes: Team member and Mentor. Support material was available contextually for both modes throughout the app, including videos, scenarios and comprehensive coaching documentation.

The initial version for the CREATE program pilot was created in 5 weeks, with user testing completed in multiple stores upon release. It was designed primarily for iPads but could also be accessed on store computers and mobile devices.

Team member (mentee) mode

Team member mode enabled a user to complete a self-assessment of their performance in the CREATE capabilities, and to specify which type of learning support they required from their store mentor to assist them in each area. A unique user code was generated that the team member could supply to their mentor.

Mentor mode

Mentor mode allowed a store mentor to add their assigned store team members, review their self-assessments and additionally perform their own assessments on team members to visualise alignment between the two in a summary dashboard.

Key highlights

• Responsible for research, user flows, interaction and visual design, frontend development, backend integration, user testing
• In-store testing conducted in several pilot stores
• App used as a core driver of the 'CREATE' customer service training received by all Specsavers store staff

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