Project Overview
A fictionalized rebuild of a telecom training initiative focused on declared disaster events. The course equips frontline reps to handle crises with ownership, empathy, and policy clarity.
The Need
A declared disaster exposed a critical knowledge gap. Frontline representatives struggled to provide accurate, empathetic support because they weren’t fully aware of the correct actions or business policies to follow during such events.
Solution Design
- Scenario pathing mirroring real outage/credit cases with branching feedback.
- Empathy scripting and ownership language templates to build confidence.
- Inline validation tied to GriffCorps policy framework and job aids.
My Role
Led end-to-end instructional design, including needs analysis, storyboarding, user journey mapping, prototype creation in Figma, development in Storyline 360, deployment initiatives, and business partner management.
Outcomes
- As of 11/6/25, there are 14,300 completions.
- Improved consistency in credit handling simulations.
- 4.7 learner rating out of 5, and strong qualitative feedback citing clarity and realism.