Case Study
While I cannot share specific work from my current role, I would like to highlight a case study that illustrates my instructional design process and collaborative nature.
I was tasked with developing a curriculum for customer care center agents transitioning into a new department. Because the department had no formal procedures, the project required establishing the foundation for both operational workflows and the training that would support them.
During process discovery, I identified a step that created a negative customer experience and felt redundant when performed by customer care agents.
Here I had a choice. I could have documented and trained learners on the steps exactly how I observed them. But I could see this was a pain point for both agents and customers.
I decided to investigate deeper into why this step existed in the first place.
During the researching process, I met with different lines of business so determine if we could remove this step without impacting security, compliance, or dependent parties. The answer way no.
That changed the conversation from “can we remove it” to “how do we make it better”. Understanding the security goal behind the step allowed me to work with business leaders to adjust where the step lived in the workflow.
The re-evaluation of the step placement made the training for user friendly and easy to follow because the process itself had been simplified.