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Design For How People Learn by Julie Dirksen

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9. 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 (and yes, this job was just as rockin’ as it sounds, but it was also 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 and the credit systems and the customer records systems for four different divisions, ...

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