Instructional design
Instructional design
Embedded Files
Explore my experience with learning experience design and development.
Portfolio
Portfolio
Micro-learning: Pricing model overview course
Micro-learning: Pricing model overview course
This sample showcases my skills in instructional design with micro-learning. This learning experience is through a Google Form, but it could be hosted directly in an LMS.
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Context
This microlearning is a fictional-scenario that centers around the need to increase contact center agent's knowledge around the pricing model for a software called Transparent Classroom.
Fictional scenario
Problem statement: New hires are struggling with answering questions and tickets around pricing, which leads to several follow-up responses or tickets from customers.
Cause: Product pricing is a short topic in onboarding since the main focus is product training.
Solution: Create a micro learning about pricing and common customer scenarios and send to new hires 14 days after onboarding for a performance boost. These are the measures for success for the program:
Business Outcome: Increase customer CSAT of new customers.
Employee KPI (leading indicator): Increase FCR for new hires in pricing support tickets.
Tools
Google docs
Grok AI
Google Forms
eLearning: Queue basics course
eLearning: Queue basics course
This sample showcases my skills in instructional design with eLearning. This course was built in Adobe Captivate, but they are no longer live. So, this sample includes the storyboard slides to show the design process for this branching eLearning course.
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