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Design for How People Learn, Second Edition by Julie Dirksen

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11. Design for Environment

(IN WHICH WE LEARN THAT SOME STOVES ARE SMARTER THAN OTHERS, AND THAT PROXIMITY MATTERS)

Environment Gaps

One of my very first professional jobs was doing training for the customer service call center in a financial services company (not that exciting, but a really good learning experience).

The job of being a customer service rep (CSR) in this call center was pretty demanding. Not only did you deal with grumpy people all day, but you also had to coax customer information from several different computer systems.

The reps had to constantly flip back and forth between the accounting systems, the credit systems, and the customer records systems for four different divisions, and most of these systems didn’t talk to each ...

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