Tools: Articulate Storyline 360 | Adobe Creative Cloud | Canva
Embedded Files
Highlights: Continuous Scenario with Avatars; Accordion interactions, Click-to-Reveal Interactions, button interaction, and tab interactions, Branching Scenarios, Motion Path animations, Zoom Regions, States, Triggers, Videos, Text-to-Speech audio narration, Dialogue, Knowledge Checks, and Scenario-based Final Graded Assessment.
Deliverables:
Business Problem: The Hedge Fund is experiencing growing challenges related to their employees experiencing high levels of stress which has led to employee burnout, absenteeism, poor decision-making, and overall low productivity.
Business Goal: Promote employee well-being, reduce absenteeism, and improve productivity by 65% through equipping them with effective structured stress management strategies to drive productivity.
Audience: Portfolio Managers, Analysts, Traders and Administrative staff.
Solution: This tailored e-Learning training is designed to equip employees with practical tools to manage stress proactively. Through targeted modules on managing workload using time management strategies like the Eisenhower Matrix and Pomodoro Technique, and integrating mindfulness practices into daily routines, this training empowers Portfolio Managers, Analysts, and Traders to navigate high-pressure environments with greater focus and mental resilience. By fostering healthier work habits and promoting mental well-being, this course closes the gap between the current high-stress workplace culture and the organization’s goal of sustaining long-term employee performance and satisfaction.
Process: In developing this Stress Management e-Learning course for Nova Analytics, a systematic approach through the application of ADDIE and SAM models was employed. This approach began with a Needs Analysis with Subject Matter Experts(SMEs) and Stakeholders to identify the Business problem, determine clear learning objectives aligned with the companies goals, obtain early feedback to ensure content relevance and design direction and determine the appropriate modality for this training.
In the Design phase, instructional strategies that fit adult learning principles, interactive elements, including scenario-based learning, branching decision points, and knowledge checks were intentionally designed to enhance engagement and reinforce long-term retention. During the development phase is when the eLearning modules come to life in Articulate Storyline. The course is published and implemented in adherence to any compliance framework specific to the company's requirements (SCORM etc.). Assessments were aligned with Kirkpatrick’s Level 2 and Level 3 evaluation methods, measuring both knowledge acquisition and the practical application of stress management techniques in the workplace, ensuring the program delivers measurable impact on Nova Analytics’ organizational goals.
Tools: Articulate Rise 360 | Pixabay | Freepik
Highlights: Process Interactions- Carousel, Accordion-, Visuals, Scenario-based Knowledge Checks, Scenario-based Final Quiz.
Deliverables:
Business Problem: Currently at 313 Call Center, Call Center Representatives (CCRs) are not proficient in navigating the Call Center online data system and connecting customers promptly to needed departments, thus leading to increased call wait times and customer dissatisfaction/complaints.
Business Goal: Reduce customer complaints to 10% or less and cut the average call wait time from 30 minutes to 8 minutes or less by equipping Call Center Representatives (CCRs) with efficient call handling skills, system navigation skills and knowledge of accurate departmental transfers protocols.
Audience: Newly hired Call Center Representatives (CCRs)
Solution: The 313 Call Center Efficiency Training directly addresses the challenges of long wait times and high customer complaint rates by equipping Call Center Representatives with the skills to navigate the system quickly, identify the correct department efficiently, and use shortcuts to streamline call handling. Focused, scenario-based practice reinforces decision-making under time pressure, while targeted instruction on database navigation reduces errors and call transfers. This training bridges the gap between current performance and our goal of reducing average wait times from 30 minutes to under 8 minutes and lowering customer complaints to 10% or less—improving both operational efficiency and customer satisfaction.
Process: In developing this Call handling and System navigation course, the systematic ADDIE and SAM models were used. I collaborated with Subject Matter Experts(SMEs) and Stakeholders to conduct a Needs Analysis to identify performance and skills gaps causing long call wait times and increased customer complaints. In the Design phase, clear learning objectives aligned with the business goal were developed, content on the Storyboard was mapped into logical, bite-sized modules to minimize cognitive load and the modality of the course was determined.
Articulate Storyline was used to develop the e-Learning with interactive decision points, system simulations, and knowledge checks to enhance learner engagement and reinforce long-term retention. Through multiple feedback cycles with SMEs and Stakeholders, I was able to iteratively refined the content before the e-Learning training was published and implemented, adhering to compliance frameworks like SCORM. Assessments aligned with Kirkpatrick’s Level 2 and Level 3 evaluation methods to measure both knowledge acquisition and on-the-job application, while, post-training call metrics were used to assess the impact on wait times and complaint rates.
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