Qualtrics Training
& Support

In this project, I lead 5 training sessions over the course of 2 months, educating our client on the best strategies for using Qualtrics to gather customer experience data from target users. These trainings had the goals of introducing the Qualtrics platform to the team, and guiding them through best practices when writing customer experience surveys and synthesizing results.

Becoming Qualtrics Certified

In order to best serve our client, before beginning the engagement I worked to achieve a certification in the Qualtrics Platform Essentials.

Training Outline

Once I had a thorough understanding of our client and what they were hoping to get out of our engagement, I outlined a training plan. These trainings were set to be 5 hourly sessions once a week, with bonus post-training support hours for the team.

In my outline, I broke down the process as follows:

  1. Intro to Qualtrics + Survey Writing Best Practices

  2. Building a Survey in Qualtrics

  3. Refining + Sharing a Survey

  4. Survey Data + Results Page

  5. Sharing Results + Q&A Session

For a more thorough look at the outline plan, take a look at our Training Plan Outline.

The Trainings

With a plan in place, I began developing presentation slides and practice surveys for the trainings. I worked with a colleague to ensure we were meeting the needs of the client, while breaking down the Qualtrics System, and discussing the strategic approach to writing customer experience surveys.

Take a look at our first two presentations:
Week 1
Week 2

After the first 2 weeks of trainings, we received feedback from our client that they had a preference for a more interactive learning approach. So, in the final trainings, we shifted away from a presentation to simply screen sharing and walking the client through the process as they followed along.

Take a look at the training outlines used:
Week 3
Week 4

Our final training slot was used to answer questions, troubleshoot problems, and discuss technical implementation of the surveys with engineers.

In this project, I learned the importance of flexibility and proactively seeking feedback. Because we were able to hear feedback both from surveys we sent out and clarifying emails, each week we refined our approach to our trainings to ensure our client was getting the most out of them. Our adaptability ensured that we accommodated our client’s needs as we came to understand them, and effectively train our client in the use of Qualtrics for customer experience surveys.

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