Job-Aid Design: Tips, Tricks, What to Include, How to Format?

Hi Nicole, 

This is a great discussion.  I recently had to develop some for regulatory compliance at a call center.  As everything else we do, I started with the business need.  Our business need was for agents to be completely aware of Medicare regulations regarding a customer's right to an appeal.  I used PowerPoint in a portrait layout to build the attached job aid. It seemed to work well along with dedicated coaching from supervising staff.  In terms of formatting, I always picture a job aid to have a START and STOP point.