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      The Simulation Production Process

      To produce a simulation, we recommend you follow a structured approach: Plan, Write, and Build

      Building a simulation experience can take as little 10 minutes, or as much as 2 days depending on the complexity of the scenario. 

      But the production process is similar throughout. To produce a simulation, we recommend you follow a structured approach to 01/ PLAN, 02/ WRITE, and 03/ BUILD.

      Key steps and considerations are featured below, with links to other great templates and articles. 

      01/ PLAN

      The production process starts outside the Bright platform, through a series of strategic planning and decision making exercises.
      • Select Sim Type + Identified Learning Objectives: As with any learning experience, the first step is to determine your objectives. What business metric do you want to move? What problem do you want to solve? What process or scenario is your team struggling with? Use feedback from leaders, or analytical reporting, to select simulations in areas that can truly move the business.
      Key Takeaway
      Just because you CAN simulate something, doesn't mean you SHOULD. Use the 80/20 rule to focus your simulation attention on scenarios where there is sufficient frequency or 'upside' to merit the investment of time and training.
      • Collect Call Samples Audio + System Screen Recordings: Unlike other types of learning experiences, the next step is NOT to begin writing. It is to gather call or writing samples of actual customer engagements, as well as any accompanying system components such as CRM transactions or email. The idea here is to use actual customer scenarios - not hypothetical ones - so that the simulation experience mirrors "real life" as closely as possible. 
      Key Takeaway
      Get both GOOD and BAD samples of customer interactions - it is often helpful for learners to compare and contrast both as they learn.

      02/ WRITE

      Once you've identified your learning objectives and simulation strategy, you need to write, transcribe, or record any associated content.
      • Transcribe: Depending on your organization's privacy policies, you may want to transcribe the call in order to remove any personally identifiable information (PII) from the call, such as social security numbers, names, and addresses.  In these cases, transcribing will help you re-write the scenario with anonymized information. Bright recommends a service called Trint, which automates most of the work in transcription. Backend Trint integration is an optional Bright feature for those interested. 
      • Create Sim Design Document: Once transcriptions are complete, you can use a simulation design document to write all the associated Moment text, decision options, target star ratings, and other similar information. We find this to be an easy way to read through the simulation in order to plan a meaningful experience. It's also an easy format for stakeholders and partners to review. 
      • (OPTIONAL) Record: If your organization needs to anonymize PII, you may wish to re-record some or all of your simulation content. Some organizations also find the re-recording process an ideal way to mix and match favorite components from their call samples to create the 'perfect' simulation. We recommend a video authoring tool called Camtasia to do this, but other similar tools can be used, including Filmora or iMovie. For audio recording, even an iPhone will do the trick. 
      • Gain Stakeholder Approvals: One of the biggest drags on simulation production timelines is rework. Going back to change/fix simulation components or system flows takes MUCH more time than getting it right in the first place. We strongly suggest that you 1) identify the 'right' stakeholders to review your content and 2) get documented approval to move forward. 

      03/ BUILD

      When you're ready, incorporate your plan and files into Bright.
      You can always reach out to you Bright account executive for help or more ideas. We're here to help you and your team members be as successful as possible!