Work Samples
This course was built for customer support reps to gain a deeper understanding of how the company's network functioned and the benefits of that network, so that they could have persuasive conversations with customers.
I used SnagIt and PPT to create the colorful network component diagram that shows up twice in the first section.
I also used some Custom Blocks to create more eye-catching content sections to break up the space.
Repeating elements, like the rep quotes near the end, help connect the different topics.
Every section also has a knowledge check to consolidate learner's understanding.
The final section's multiple choice scenarios do have lengthier distractors than I would like, but we have a 'policy' of providing talking points for reps who may be less comfortable discussing products.
Click the image above to go to the sample.
We frequently build scored simulations to assess skills, whether for proficiency or for promotion. This simulation is a blend of two simulations in order to show various tool interactions and Storyline techniques in action.
This sample contains:
Variables that grade the correctness of multiple choice questions
Responsive button hovers to mimic the account interface behavior
Javascript to "copy" information to the clipboard
Triggers to detect correct text entry and change states
Keyboard and clicking submission options
Click the video to play, or click the title to go to YouTube.
No sound in this video.
Learners get explanations for how and why they are doing what they need to do as they move through the tool. This is a mini-version of a much longer guided sim for a new tool and conversation flow.
This sample contains:
AI-generated audio with captions.
Scrolling panel to simulate the software interface.
Hotspot and text box triggers for a different multiple choice feel
States and variables used to create smooth interface transitions
Slick slide transitions
Click the video to play, or click the title to go to YouTube.
Digital Document
This was built in a cloud-based Learning Content Management System (LCMS) called Xyleme. This output type is a Workbook. They often have interactive components, but this one was more of an elaborate communication about a new incentive program.
Notice that:
The structure mirrors real customer questions so reps learn the content in the same shape they'll use it on a call
The If/Then table reduces cognitive load and acts as a quick decision aid
The annotated screenshots, arrows, and flow show reps exactly what the customer sees
Click to open a full screen view.
Digital Document
This was built in a cloud-based Learning Content Management System (LCMS) called Xyleme. This output type is a Workbook. They often have interactive components, but this one was more of an elaborate communication about a new incentive program.
Notice that:
The structure mirrors real customer questions so reps learn the content in the same shape they'll use it on a call
The If/Then table reduces cognitive load and acts as a quick decision aid
The annotated screenshots, arrows, and flow show reps exactly what the customer sees
Click the video to play, or click the title to go to YouTube.
No sound in this video.
Vyond
This video is one of two Change Management videos for a huge industry merger. This video went to a customer support site that was going to change systems, resources, and take on new customers, so the purpose was to explain at a high level how the merger would impact their operations.
I went with a mix of animated characters and b-roll footage because doing all animations would not have met the deadline.
I worked across teams to source the software footage in hopes that representatives would appreciate even a brief glimpse of their future tools.
The video was delivered with on-site support from supervisors so questions could be addressed quickly.
Click the video to play, or click the title to go to YouTube.
No dialog in this video.
