Problem: After changing the format of monthly bills, call numbers to the help center increased and the number of bills paid on time decreased.

Solution: 5-minute video walking customers through the new format of their bill. Particular highlights include how and where the total amount due is calculated on your bill, what is the total amount due and where the due date is located, and where to send your payment (top 3 questions asked based on needs analysis)

Tools Used: Camtasia

Problem: After changing the format of monthly bills, call numbers to the help center increased and the number of bills paid on time decreased.

Solution: PDF customers could download for reference in support of the Microlearning Camtasia video.

Tools Used: Canva

Problem: There was not a uniform onboarding process for volunteers resulting in decreasing numbers of volunteers and dissatisfactory feedback about the understanding of responsibilities.

Solution: Uniformed onboarding training developed along with Job Aid for volunteers to take home and reference as needed.

Tools Used: Canva

Problem: Volunteers were not completing all responsibilities with animals on their volunteer shifts.

Solution: A checklist was created, given to volunteers during the onboarding session, emailed out as an attachment, and posted at Animal Shelter for reference.

Tools Used: Canva

Problem: Increase in emails and TEAMS chats asking Software Developers to assist with simple access questions impacting Software Developers' time spent on projects.

Solution: Job Aid that can be printed and posted, saved on searchable LMS, or emailed, to cut down on impact on Software Developers.

Tools Used: Canva