Project: Internal Process Training

The Challenge: The company was launching a new, complex multi-step internal process for customer-facing associates. The process was confusing, leading to QA errors and customer dissatisfaction. The initial stakeholder request was for a static PDF guide, but I identified this as a missed opportunity to truly solve the problem.

My Role: Instructional Designer

Tools Used: Articulate Rise 360

My Process: Following a rapid needs analysis with key stakeholders and a representative group of associates, I proposed a dynamic, interactive eLearning solution. My strategy was to use Articulate Rise to visually mimic an infographic, breaking the complex process down into digestible, microlearning sections. I focused on using strong visual design principles and interactive elements to improve comprehension and engagement, transforming a potentially dry topic into a compelling, easy-to-navigate experience.

The Impact: The final learning experience not only met the client's needs but far exceeded expectations.

• Received overwhelmingly positive feedback from learners and stakeholders.

• The project was so successful that it was adopted as a template for process training.

The actual training is confidential. The image provided is the first few slides of a representative mock-up of the training for display on this website.

Project: New SaaS Customer Servicing Tool 

The Challenge: The Back Office team was launching a high-stakes, SaaS Customer Servicing Tool across the organization. Over 1,200 Customer Service and Support associates needed rapid, comprehensive training to service customers effectively from day one. Failure to achieve immediate proficiency would have led to significant customer experience issues, increased call handle times (AHT), and revenue loss.

Task: My mandate was to design and implement a scalable, hands-on learning solution that ensured 100% of the target audience could expertly navigate the new tool before the launch date. This required moving beyond passive training to a solution that allowed for risk-free practice.

My Process: I partnered directly with Senior Business Leaders and Technical SMEs (Subject Matter Experts) to perform a High-Stakes Needs Analysis. I used an approach similar to Action Mapping—identifying only the specific, critical on-the-job behaviors and decisions the associates needed to make within the new system. This allowed me to scope the project efficiently, focusing only on the actions that drive performance.

Leveraging Articulate Storyline 360, I designed and developed a "Watch, Try, Do" system simulation model. This fully interactive, realistic sandbox environment allowed associates to practice complex workflows (e.g., account lookup, service fulfillment, issue resolution) without impacting actual customer data. This simulation was then stripped down and reformatted into a set of visual, step-by-step process documents that served as essential, on-the-job, self-service performance support, reducing reliance on the help desk.

I consulted with the business to establish metrics for Kirkpatrick’s Levels 3 (Behavior) and Level 4 (Results). This included working with the IT/Data teams to track system usage, transaction error rates, and key customer service metrics.

The impact: The training solution was a major success, resulting in quantifiable business impact: Associates demonstrated high proficiency, resulting in little to no impact on AHT service transactions within the first 30 days post-launch.

The simulation-based approach and integrated job aids significantly reduced the need for costly, post-launch 1:1 support and classroom-based refresher training.

The actual training is confidential. The image provided is the first few slides of a representative mock-up of the training for display on this website.

Project: Mastercard Terms & Phrases

The Challenge: Our customer service associates needed to master complex Mastercard chargeback terminology to reduce errors and improve operational efficiency. The subject was historically seen as dry and difficult to retain, posing a risk to both employee efficiency and customer satisfaction. The objective was to transform this critical but unengaging content into a learning experience that would increase comprehension and long-term retention.

My Role & The Solution: As the instructional designer, I was tasked with creating a solution that would be effective, engaging, and relatable to a modern workforce. I knew that a traditional, text-heavy training would not solve the problem. Instead, I proposed and developed a unique gamified, scenario-based eLearning module.

My Process: I began with a thorough learner analysis to understand our audience's learning preferences. I discovered that a creative, contextual approach would be most effective. I designed and built the course in Articulate Storyline 360, using a fictional TikTok video as the central narrative to provide an authentic, real-world scenario. To promote active learning and application, I created an interactive "comments" interface where learners could define and apply complex terminology, mimicking a social media thread. This provided a safe, low-stakes environment for them to practice new knowledge.

The Impact: The innovative approach was a resounding success, transforming a typically dry subject into an effective and memorable learning experience.

• 80% or better assessment success rate.

• The project received overwhelmingly positive feedback from learners in Level 1 surveys and was internally recognized for its creativity.

The actual training is confidential. The image provided is the first few slides of a representative mock-up of the training for display on this website.

Project: Fostering an Inclusive Workplace

The Challenge: Our organization recognized a critical need to better equip managers and team members with the skills to create a more inclusive environment for neurodivergent employees. The existing resources were either too academic or not easily accessible, creating a gap in practical knowledge that could impact team performance and employee retention. We needed a practical, quick-reference tool to fill this gap.

My Role & The Solution: As the Instructional Designer on this project, my task was to design and develop a highly practical and scannable performance support tool. I determined that a concise, visually engaging infographic would be more effective than a full training course, as it could be used as a just-in-time resource in real-world situations.

My Process: I first reviewed existing resources. My instructional strategy was to use visual clarity and concise, jargon-free language to translate complex concepts into five simple, behavior-focused strategies. I designed the infographic to prioritize scannability and be easily referenced during one-on-one meetings or team huddles, making it a truly useful job aid.

The Impact: The infographic was a resounding success, transforming a complex topic into an effective, actionable resource.

• It was used by leadership and cited in the company Slack as a key tool for driving a supportive culture.

• It received overwhelmingly positive feedback from both managers and employees for its clarity and practical application.