Role: Learning Experience Designer
Timeline: 3 months
Target Audience: Company Wide Service Training
ID Methods: Addie & Action Mapping
Software Tools: Articulate Rise
Resources: hubspot.com, customer services initiatives and personal customer service experience
Active NDA: Can verbally discuss the course during the interview process.
Case Study: Customer Service Training Module—Instructional Design & Impact
Who
Targeted all company employees interacting with customers, prioritizing accessibility, varied learning preferences, and inclusion. Collaborated directly with stakeholders and subject matter experts (SMEs) to capture authentic challenges and realistic workflows.
What
Designed a modular training course using storyboards and wireframes, then built lo-fi and hi-fi prototypes within time and budget requirements. Created reusable templates to accelerate course delivery, adapting Rise LMS components to support both responsive web and app formats.
Why
The organization needed to improve customer service standards, closing gaps in decision-making and knowledge application identified through competitor benchmarking, persona development, and survey/interview research.
Problem Discovery:
Conducted in-depth user and stakeholder interviews, competitor analysis, personas, and journey mapping to uncover specific pain points in customer interactions. This ensured design decisions were targeted and data-driven.
Evaluation Metrics & Ongoing Objectives:
Used quantitative and qualitative research, usability testing (A/B, first-click, eye tracking), user surveys, and direct observations to measure knowledge retention, employee confidence, and customer satisfaction throughout development. Objectives were revisited at every sprint and phase.
Design Flow & Prototyping:
Applied backward design and action mapping to storyboard the course flow, keeping the end-goal in focus for every module. Created lo-hi fidelity prototypes in Figma, evolving designs based on rapid cycles of internal user group feedback.
Low Fidelity Wireframes
Template & Technology Use:
Leveraged existing Rise LMS templates for quick turnaround, customizing layouts as needed via wireframes and hi-fi prototypes. All deliverables, images, and notes were organized in Figma/XD for engineer handoff and transparent team collaboration.
Accessibility & Universal Design:
Embedded universal design principles (WCAG 2.2 AA) from the outset screen reader compatibility, alt text, clear navigation, and flexible pacing for learners. Course modules were accessible and adaptable for employees with varying abilities and backgrounds.
Scenario-Based Activities:
Developed realistic customer service scenarios with open-ended dialogue, decision-making exercises, and opportunities for conflict resolution skill-building anchoring the training in actual workplace challenges with measurable outcomes.
Project Outcomes & Impact
Achieved on-time, within-budget delivery by leveraging modular design and template assets.
Employees reported increased confidence and engagement, with measurable improvements in customer service scores following launch.
Usability testing and accessibility checks led to a more inclusive training experience, reflected in positive feedback from employees with disabilities.
Stakeholder feedback confirmed training aligned with organizational needs and adapted seamlessly to evolving business goals.
Continuous iteration (ADDIE, Agile methods) kept design objectives visible and maximized project flexibility for future updates or expansions.
Mid Fidelity Wireframes
