Design
in practice

We needed a high-level introductory eLearning course to help new hires understand what GuidingCare is, what it was used for, and how it integrated with our customer care process from start-to-finish. I designed and built this interactive journey map to make the software functionality relatable to all new hires while also reinforcing our company's process. I also used this as an opportunity to mentor another employee on UX/UI, and Storyline design and development.

RAPID PROTOTYPING: During product leadership discussions, they requested a new introductory product course - high-level and relatable for all employees. Since the company was highly involved in the community, I proposed and rapid prototyped this idea of a "UCare at the Fair" interactive Storyline course. The employee is placed in the role of a helper at the State Fair booth. Fair attendees (lower right icons) approach the helper/employee, present information about themselves and ask for information. The employee clicks one of the 3 booth categories to send the attendee to the correct location. Pop-up screens provide new information. As the learner gets answers correct, the hammer bell in the top right dings, and their points score increases.

This interactive assessment was designed and built in Storyline to create a real world situation where the learner needs to match the member and feature or benefit. It's essentially a multiple choice question designed to add elements of empathy and relatability for the learner.

During COVID, we saw a surge in leaders setting up ad hoc training sessions for their team, recording those sessions, and requesting that they be uploaded to the LMS to use for future training. From an LXD perspective, launching a meeting video directly from the LMS lost a lot of the context present in the original meeting. I created a Rise-wrapper to provide to leaders that gave us the missing context, dates, outlines, etc. and used that to build a standardized Articulate Rise course with video and links embedded. This became the corporate standard for publishing ad hoc video training events throughout the organization.

I designed and wrote many Facilitator (DO/SAY/ASK) and Participant Guides (STEPS/NOTES/CASE STUDIES/REFLECTION) for use during ILT/VILT sessions. Assets also included Case Study Knowledge Checks, Job Aids, Standard Operating Procedures, and Checklists.

Change Management combined with UX/UI: While designing the SaaS platform training rollout, I needed to communicate when and how we would move from training super users to customer care enablement. In this layout, I used UX/UI skills to create and focus a proto-persona at the center of the diagram. As with the training I create, this keeps our user at the center of our design to ensure we are meeting their needs.

We were given Murf AI in 2025 which made eLearning courses more engaging, but also added to the L&D maintenance. I wrote scripts, generated audio files from Murf AI along with closed-captioning, imported into Storyline, published, tested, etc. I also drafted a project management process to manage maintenance updates and gold-version file storage.

I was in charge of design, development, curriculum management, LMS admin, and project management for annual Compliance and Product eLearning course updates. This was a suite of 4 compliance courses, 3 product courses, rolling up into 4 curricula that also included ILT and other courses. To manage all of this, I maintained a color-coded spreadsheet that I could use for kick-off meetings through status updates. I also used this as a visual guide to mentor other L&D team members in the SAM agile process.