{"id":292,"date":"2017-11-16T18:07:51","date_gmt":"2017-11-16T18:07:51","guid":{"rendered":"http:\/\/www.smartbuilder.com\/blog\/?p=292"},"modified":"2018-05-24T23:21:39","modified_gmt":"2018-05-24T23:21:39","slug":"cranky-course-feedback","status":"publish","type":"post","link":"https:\/\/www.smartbuilder.com\/blog\/cranky-course-feedback\/","title":{"rendered":"What to Do with Cranky Course Feedback"},"content":{"rendered":"<p>It\u2019s <i>that course<\/i> again. You slaved over <i>that course<\/i> for months. You did a thorough task analysis, you consulted with SMEs, you chased down stakeholders. You action mapped, you prototyped, you iterated like no one has iterated before! And though it seems like you finally launched your masterpiece just last week, a year has already passed, and the course up for revision.<\/p>\n<p><b>Where do you start? <\/b><\/p>\n<p>You\u2019ve collected course evaluations over the last year, so you decide to take a look at those, even though you know that \u201cawesome,\u201d \u201chelpful,\u201d and \u201cthe best course I ever took\u201d isn\u2019t very actionable feedback.<\/p>\n<p>But wait. What\u2019s this? Your learners couldn\u2019t tell how awesome your course is! Those ungrateful so-and-sos actually said the course was <i>confusing? Frustrating?! Dumb?!!!<\/i> Who do they think they are? They wouldn\u2019t know the zone of proximal development if they walked right into it!<\/p>\n<p>Should you dismiss these ignorant, unjustified, just plain cranky complaints? Maybe not just yet&#8230;<\/p>\n<p><b>Extracting the nuggets<\/b><\/p>\n<p>Let\u2019s face it: <b>every <\/b>course you build is not going to be an award-winning work of art. But that doesn\u2019t mean that the course evaluations are right and the whole thing is garbage. It may just mean that unlike you\u2006\u2014an experienced training professional grounded in adult education theory and learning models\u2006\u2014your learners don\u2019t have the the time, or the vocabulary, or the expertise required to properly articulate exactly what its flaws are.<\/p>\n<p>So\u2014being the professional that you are\u2014you dig into those subtle, nuanced critiques (that was sarcasm), in order to extract the nugget of wisdom within each.<\/p>\n<p><b>\u201cMake the Sale\u201d gets a makeover<\/b><br \/>\nTo help you through this, we gave one of our own sample courses a thorough critique that didn\u2019t pull any punches. Then, we revised the course to try to address some of the biggest issues. Before you read any further, we invite you to take the <a href=\"\/\/examples.suddenlysmart.com\/blog\/make_the_sale_original\/player.html\" target=\"_blank\" rel=\"noopener noreferrer\">original course<\/a> as if you were one of the target audience: a new sales rep at a travel company that sells cruise packages. This will take you just five to ten minutes.<\/p>\n<p><a href=\"\/\/examples.suddenlysmart.com\/blog\/make_the_sale_original\/player.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-277\" src=\"\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Original_Course.jpg\" alt=\"original_course\" width=\"580\" height=\"408\" srcset=\"https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Original_Course.jpg 580w, https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Original_Course-300x211.jpg 300w\" sizes=\"(max-width: 580px) 100vw, 580px\" \/><\/a><\/p>\n<p style=\"text-align: center; margin-top: -15px;\"><strong><em><a href=\"\/\/examples.suddenlysmart.com\/blog\/make_the_sale_original\/player.html\" target=\"_blank\" rel=\"noopener noreferrer\">Original Course<\/a><\/em><\/strong><\/p>\n<p>[Elevator music]<\/p>\n<p>All done? Well, what did you think? Was it <i>confusing? Frustrating? Dumb?<\/i> Go ahead, don\u2019t hold back. We can take it.<\/p>\n<p><b>What to do if your course is \u201cconfusing\u201d<\/b><\/p>\n<p><i>Why is the course confusing?<\/i><\/p>\n<p>Once we asked ourselves this question, we found several reasons to justify this complaint.<\/p>\n<ul>\n<li><b>Prior knowledge is assumed.<\/b> The first challenge for learners is to establish the customer\u2019s \u201cprofile,\u201d but there is no description of each profile that would aid the learner in matching. For example, there isn\u2019t any obvious connection between this customer\u2019s answers and the correct profile, <i>Fun in the Sun.<\/i><\/li>\n<\/ul>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-278\" src=\"\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Fun-In-the-Sun-Profile.jpg\" alt=\"fun-in-the-sun-profile\" width=\"580\" height=\"319\" srcset=\"https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Fun-In-the-Sun-Profile.jpg 580w, https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Fun-In-the-Sun-Profile-300x165.jpg 300w\" sizes=\"(max-width: 580px) 100vw, 580px\" \/><\/p>\n<p style=\"text-align: center; margin-top: -15px;\">Fun in the Sun<\/p>\n<ul>\n<li><b>Learners don\u2019t find out what they did wrong.<\/b> If you correctly identify the customer\u2019s profile, but haven\u2019t asked all of the \u201crelevant\u201d questions, you get feedback that you may have missed valuable information about the customer\u2019s needs. But only one cruise seems to match each profile, so it\u2019s unclear what the other relevant information might be. (And by the way, did you notice how it is possible to guess the correct profile without asking any questions? If not &#8211; try it. If there is a way to \u201cgame\u201d a course, learners will find it!)<\/li>\n<\/ul>\n<p><i>How did this happen, and how can it be fixed?<\/i><\/p>\n<p>When you have a vision of how the course will flow in your head, you can lose sight of the fact that others don\u2019t share the exact same vision. You have to spell it out for them. This can be like having to explain the punchline of a sophisticated joke so many times that it\u2019s not even funny anymore. But sometimes you to have to help learners \u201cget it,\u201d by providing basic instructions.<\/p>\n<p>Sometimes it\u2019s appropriate to have knowledge pre-requisites for an elearning course, but in most cases, all the information that the learner needs to succeed should be provided. Otherwise the learner can feel tricked. You don\u2019t have to add pages of content that the learner is required to click through; it can be an optional resource.<\/p>\n<p><i>How we addressed these issues in \u201cMake the Sale\u201d <\/i><\/p>\n<ul>\n<li>We introduced a \u201ccoach\u201d character who gives the learner basic instructions before taking calls. <img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-279\" style=\"margin-top: 10px;\" src=\"\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Coach_Speaking.jpg\" alt=\"coach_speaking\" width=\"580\" height=\"311\" srcset=\"https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Coach_Speaking.jpg 580w, https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Coach_Speaking-300x161.jpg 300w\" sizes=\"(max-width: 580px) 100vw, 580px\" \/><\/li>\n<\/ul>\n<ul>\n<li>We removed the unnecessary step of having learners match customers to profiles, and instead gave them all the information about the cruise packages up front. <img decoding=\"async\" loading=\"lazy\" class=\"aligncenter wp-image-280 size-full\" style=\"margin-top: 10px;\" src=\"\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Cruise_Binder.jpg\" alt=\"cruise_binder\" width=\"372\" height=\"191\" srcset=\"https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Cruise_Binder.jpg 372w, https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Cruise_Binder-300x154.jpg 300w\" sizes=\"(max-width: 372px) 100vw, 372px\" \/><\/li>\n<\/ul>\n<p><b>What to do if your course is \u201cfrustrating\u201d<\/b><\/p>\n<p><i>Why is the course \u201cfrustrating\u201d?<\/i><\/p>\n<p>There\u2019s a lot of overlap between \u201cconfusing\u201d and \u201cfrustrating.\u201d Here are a couple of reasons you might have been frustrated.<\/p>\n<ul>\n<li><b>The rules are inconsistent or unclear.<\/b> There are certain questions that one customer reacts negatively to that other customers don\u2019t. For example, the key to identifying Mr. Sullivan\u2019s profile is that you must ask if he will be bringing children. But if you ask Ms. Kivman the same question, she is flabbergasted. It turns out that this response makes sense only if you ask questions in the order they are listed. Then you would already know that only she and her boyfriend are going on the cruise.<\/li>\n<li><b>Learners lose all progress after an incorrect guess. <\/b>If you select the wrong profile after asking a few questions, the customer\u2019s previous answers disappear from the screen. That\u2019s like if all of the pellets Pac-Man already ate came back after he got eaten by a ghost! In this case, it\u2019s frustrating because it\u2019s inconsistent with real life &#8211; if a sales rep makes an offer that the customer doesn\u2019t appreciate, they don\u2019t start the call over and pretend that no questions were ever asked.<\/li>\n<\/ul>\n<p><i>How did this happen, and how can it be fixed?<\/i><\/p>\n<p>We\u2019d be willing to bet that if you got similar complaints about one of your courses, it\u2019s because you didn\u2019t prototype and\/or test the course with representative learners. It\u2019s an investment to build a truly interactive course, and you can easily waste that investment if you skip this step, and build your course without learner input.<\/p>\n<p>You are too close to the material to judge it objectively. You must test each major interaction in order to confirm that learners understand what they\u2019re supposed to do and why. You don\u2019t have to act on every nitpicky thing that your testers point out, but you will almost always gain valuable information about how learners engage with the material.<\/p>\n<p><i>How we addressed these issues in \u201cMake the Sale\u201d <\/i><\/p>\n<ul>\n<li>We added logic to make customers\u2019 responses dependent on which questions had already been asked. For example, if you ask \u201cHow old are your children?\u201d the customer doesn\u2019t get offended <i>unless<\/i> you\u2019ve already asked if they are bringing children, and they said no.<\/li>\n<li>We added a separate \u201cNotes\u201d screen that the learner can review any time. For the first caller, Coach helps with the notes. But after that, the learner has to input the notes. This is more realistic &#8211; a real sales rep would have to remember or write down what the customer says.<\/li>\n<li>We tested and tweaked before we showed the course to representative learners, and then we tweaked and tested some more. We learned valuable information from our testers. For example &#8211; it turned out that learners didn\u2019t often use the cruise binder or the notes features. We left them in anyway because they reflect the real work environment, but the learner isn\u2019t required to use them to succeed.<\/li>\n<\/ul>\n<p><b>What to do if your course is \u201cdumb\u201d<\/b><\/p>\n<p><i>Why is the course \u201cdumb\u201d?<\/i><\/p>\n<p>Well, of course, there are infinite interpretations of this word, but we think the most common cause of this kind of feedback is <i>context<\/i>.<\/p>\n<p><b>The interaction lacks realistic context.<\/b> Why go to the trouble of simulating a conversation with a customer, and then include such unrealistic elements as giving the learner the ability to read customers\u2019 thoughts? Having the customer verbalize objections would be more realistic.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter wp-image-282 size-full\" style=\"margin-top: 10px;\" src=\"\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/MrSullivan_Quote.jpg\" alt=\"mrsullivan_quote\" width=\"409\" height=\"212\" srcset=\"https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/MrSullivan_Quote.jpg 409w, https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/MrSullivan_Quote-300x156.jpg 300w\" sizes=\"(max-width: 409px) 100vw, 409px\" \/><\/p>\n<p><i>How did this happen, and how can it be fixed?<\/i><\/p>\n<p>Courses lack realistic context when they are designed without directly consulting the people who actually do the job. Deadlines always seem tight, but a good instructional designer will do process and task analysis in consultation with SMEs and target audience members, prior to designing learning activities. That way, the activities can be designed to replicate the environment and the task as closely as possible. (We\u2019ve yet to come across a real-life job that requires telepathy &#8211; have you?)<\/p>\n<p><i>How we addressed this issue in \u201cMake the Sale\u201d <\/i><\/p>\n<ul>\n<li>We gave each customer a different \u201cquestion tolerance,\u201d meaning that for each call, there is a different number of questions the rep can ask before the customer gets impatient. The customer gives <i>verbal <\/i>cues when they are running out of patience, allowing the rep to wrap things up. If the rep is really careless and asks the same question more than once, the caller will just hang up.<\/li>\n<\/ul>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter wp-image-283 size-full\" style=\"margin-top: 10px;\" src=\"\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Caller_Hangs_Up.jpg\" alt=\"caller_hangs_up\" width=\"580\" height=\"323\" srcset=\"https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Caller_Hangs_Up.jpg 580w, https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Caller_Hangs_Up-300x167.jpg 300w\" sizes=\"(max-width: 580px) 100vw, 580px\" \/><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Instead of the disembodied tips that pop up in typical eLearning courses, we had the coach \u201cmonitor the call for quality customer service,\u201d and provide advice via chat. This is very common in call centers.<\/li>\n<li>We redesigned the entire graphics and interface of the course to tell the story of the sales rep\u2019s first day on the job. The coach gives rapid instructions while showing the rep to her cubicle, and the call interaction takes place from the rep\u2019s point of view, while sitting at her desk.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter wp-image-284 size-full\" style=\"margin-top: 10px;\" src=\"\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Illustrated_Introduction.jpg\" alt=\"illustrated_introduction\" width=\"580\" height=\"300\" srcset=\"https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Illustrated_Introduction.jpg 580w, https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Illustrated_Introduction-300x155.jpg 300w\" sizes=\"(max-width: 580px) 100vw, 580px\" \/><\/p>\n<ul>\n<li>We enlisted the help of an awesome graphic designer to illustrate the course in a graphic-novel style that we felt would better resonate with the target audience.<\/li>\n<\/ul>\n<p><b>Prioritize to manage scope<\/b><\/p>\n<p>Just like when you first designed and developed the course, there might be a long list of features you would like to add, but you won\u2019t have time to do everything. Some other enhancements we considered but ultimately tabled when we revised \u201cMake the Sale\u201d were:<\/p>\n<ul>\n<li>Add a timer to the call interaction<\/li>\n<li>Make the tutorial self-directed instead of led by coach<\/li>\n<li>Add a transcript of the entire conversation<\/li>\n<\/ul>\n<p>Maybe next time!<\/p>\n<p><b>Follow your proven design and development process<\/b><\/p>\n<p>Apply the same rigor and discipline to your revisions that you do when you create a course from scratch. At SmartBuilder, our iterative design and development process includes action mapping, prototyping, and lots of testing. This more time up front, but it saves time and budget later on, when changes are harder to make.<\/p>\n<p>Learn more about our process <a href=\"\/\/www.smartbuilder.com\/services\/our-process\/\" target=\"_blank\" rel=\"noopener noreferrer\">here<\/a>.<\/p>\n<p><b>SmartBuilder\u2019s new and improved course<\/b><\/p>\n<p>You can see our revised course <a href=\"\/\/examples.suddenlysmart.com\/blog\/Make_the_Sale\/index.htm\" target=\"_blank\" rel=\"noopener noreferrer\">here<\/a>. Let us know what you think, by leaving a comment below.<\/p>\n<p><a href=\"\/\/examples.suddenlysmart.com\/blog\/Make_the_Sale\/index.htm\" target=\"_blank\" rel=\"noopener noreferrer\"><br \/>\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter wp-image-285 size-full\" src=\"\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Make_the_Sale_Course.jpg\" alt=\"make_the_sale_course\" width=\"580\" height=\"302\" srcset=\"https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Make_the_Sale_Course.jpg 580w, https:\/\/www.smartbuilder.com\/blog\/wp-content\/uploads\/2016\/12\/Make_the_Sale_Course-300x156.jpg 300w\" sizes=\"(max-width: 580px) 100vw, 580px\" \/><\/a><\/p>\n<p style=\"text-align: center; margin-top: -15px;\"><strong><em><a href=\"\/\/examples.suddenlysmart.com\/blog\/Make_the_Sale\/index.htm\" target=\"_blank\" rel=\"noopener noreferrer\">Revised Course<\/a><\/em><\/strong><\/p>\n<p>For help interpreting your cranky feedback, or to discuss giving one of your courses a makeover, please <a href=\"\/\/www.smartbuilder.com\/company\/contact-us\" target=\"_blank\" rel=\"noopener noreferrer\">get in touch<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Not all criticism is &#8220;constructive,&#8221; but we can&#8217;t just dismiss negative course feedback because learners didn&#8217;t tell us exactly what the problem is and how to fix it. That&#8217;s <em>our<\/em> job! Here, we decode some cranky course feedback and use it to give our course a makeover. <\/p>\n","protected":false},"author":7,"featured_media":285,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[25,27],"tags":[68,69],"coauthors":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.12 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What to Do with Cranky Course Feedback - SmartBuilder Awesome Sauce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www-dev.suddenlysmart.com\/blog\/cranky-course-feedback\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What to Do with Cranky Course Feedback - SmartBuilder Awesome Sauce\" \/>\n<meta property=\"og:description\" content=\"Not all criticism is &quot;constructive,&quot; but we can&#039;t just dismiss negative course feedback because learners didn&#039;t tell us exactly what the problem is and how to fix it. That&#039;s our job! Here, we decode some cranky course feedback and use it to give our course a makeover.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www-dev.suddenlysmart.com\/blog\/cranky-course-feedback\/\" \/>\n<meta property=\"og:site_name\" content=\"SmartBuilder Awesome Sauce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/smartbuilderelearning\/\" \/>\n<meta property=\"article:published_time\" content=\"2017-11-16T18:07:51+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2018-05-24T23:21:39+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www-dev.suddenlysmart.com\/blog\/wp-content\/uploads\/2016\/12\/Make_the_Sale_Course.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"580\" \/>\n\t<meta property=\"og:image:height\" content=\"302\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rebecca Schwartz\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@smrtbuilder\" \/>\n<meta name=\"twitter:site\" content=\"@smrtbuilder\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rebecca Schwartz\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www-dev.suddenlysmart.com\/blog\/cranky-course-feedback\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www-dev.suddenlysmart.com\/blog\/cranky-course-feedback\/\"},\"author\":{\"name\":\"Rebecca Schwartz\",\"@id\":\"https:\/\/www-dev.suddenlysmart.com\/blog\/#\/schema\/person\/cac727ebd22de69420c9e4292ab250dc\"},\"headline\":\"What to Do with Cranky Course Feedback\",\"datePublished\":\"2017-11-16T18:07:51+00:00\",\"dateModified\":\"2018-05-24T23:21:39+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www-dev.suddenlysmart.com\/blog\/cranky-course-feedback\/\"},\"wordCount\":1834,\"commentCount\":4,\"publisher\":{\"@id\":\"https:\/\/www-dev.suddenlysmart.com\/blog\/#organization\"},\"keywords\":[\"branching scenarios\",\"gamification\"],\"articleSection\":[\"Examples\",\"Instructional Design\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www-dev.suddenlysmart.com\/blog\/cranky-course-feedback\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www-dev.suddenlysmart.com\/blog\/cranky-course-feedback\/\",\"url\":\"https:\/\/www-dev.suddenlysmart.com\/blog\/cranky-course-feedback\/\",\"name\":\"What to Do with Cranky Course Feedback - 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