A comprehensive scenario-based training module designed to improve employee performance in customer service interactions
[DESCRIBE THE PROBLEM OR CHALLENGE: What was the learning gap? What prompted this project? What were the pain points or performance issues that needed to be addressed?]
Example: Customer service representatives were struggling with handling difficult customer interactions, resulting in decreased customer satisfaction scores and increased escalations to management. Traditional classroom training wasn't providing enough practice opportunities.
[DESCRIBE YOUR LEARNERS: Who were they? What was their prior knowledge? What were their needs, motivations, and constraints?]
[DESCRIBE YOUR SPECIFIC CONTRIBUTIONS: Were you the sole designer? Part of a team? What were your specific responsibilities?]
Timeline: 3 months (Analysis to Launch)
Organization: Large University
Audience Size: 200+ learners
Delivery Format: Online, Self-Paced
Duration: 45 minutes
Design Methodology: ADDIE Model
[DESCRIBE YOUR ANALYSIS PROCESS: How did you identify the learning gap? What data did you collect? What methods did you use (surveys, interviews, observations, data analysis)?]
Key Findings: [List 3-4 critical insights from your needs analysis]
Learning Objectives: Based on the analysis, I developed specific, measurable learning objectives that would directly address the identified performance gaps...
[CRITICAL FOR RUBRIC: Connect your design decisions to learning theory and pedagogy. This is where you demonstrate your expertise!]
[ESSENTIAL: Explain WHY you made specific design choices. Connect each decision back to theory, audience needs, and learning objectives. Example: "I chose branching scenarios rather than linear content because the constructivist approach allows learners to experience consequences of their decisions, which research shows leads to deeper understanding and better transfer..."]
[DESCRIBE YOUR DEVELOPMENT PROCESS: How did you move from design to development? What tools did you use and why? How did you ensure quality and alignment with objectives?]
Iterative Development: [Explain how you incorporated feedback during development]
Accessibility Considerations: [How did you ensure your solution was accessible? WCAG compliance? Screen reader testing?]
[DESCRIBE FEATURE: What is it? Why did you include it? How does it support learning objectives?]
[DESCRIBE FEATURE with rationale]
[DESCRIBE FEATURE with rationale]
[DESCRIBE FEATURE with rationale]
This section is CRITICAL for achieving a rubric score of 5. Demonstrate measurable impact on learning, performance, and stakeholder satisfaction.
Improvement in post-assessment scores compared to pre-assessment baseline
Average learner satisfaction rating (vs. 68% for previous training)
Course completion rate within first month of launch
Additional Metrics:
"[Include actual quotes from learner feedback surveys]"
"[Include actual quotes from stakeholder feedback]"
"[Include actual quotes from SMEs]"
[DESCRIBE BROADER IMPACT: How did this project affect the organization beyond immediate learning outcomes? Did it influence other training initiatives? Lead to cost savings? Improve employee retention? Change organizational culture?]
Example: "This project became the model for all subsequent customer service training at the university. The scenario-based approach was adopted department-wide, and the success metrics led to a 25% increase in the training budget for the following year to expand similar initiatives..."
[REFLECT on successes: What aspects of your design were particularly effective? Why do you think they worked? What would you replicate in future projects?]
[DESCRIBE challenges and how you addressed them: What obstacles did you face? How did you problem-solve? What creative solutions did you develop?]
[REFLECT on professional growth: What did this project teach you? How did it expand your skill set? What would you do differently next time?]
[CONNECT to future work: How will insights from this project influence your future designs? What best practices emerged that you'll continue to use?]
I'd love to discuss how I can create impactful learning solutions for your organization.